Eugene Smth
Experienced Revenue Manager With A Demonstrated History Of Working In The Hospitality Industry. Skilled In Food And Beverage, Reservations, Front Office Operations, And Yield Management.
Cape Town,WC
Summary
To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
3
3
years of professional experience
Work History
Group Revenue Manager
Sanbona Wildlife Reserve and Jock Safari Lodge
Cape Town, Western Cape
06.2019 - 11.2021
- Growing room revenue and average rate per bednight by utilizing revenue optimization in order to maximize the lodges’ performance versus its competitor set and budgeted targets.
- Involved in the forecasting and budgeting of room revenue
- Ensuring compliance with E-Commerce policies.
- Ensuring proper PMS data management and rate loading.
- Ensures parallel pricing and inventory is maintained between the lodge and other distribution channels.
- Review lodge pricing on an ongoing basis to ensure proper positioning of the lodges versus its competitive set/market.
- Monitoring of competitor pricing/strategies and gathering and analyzing of market intelligence
- Ensure lodges’ information in the CRS is up to date and is reviewed regularly.
- Conduct daily team meetings to report on current and forward revenue performance.
- Ensures active communication between colleagues.
- Key contact (account handler) for all E-commerce partners (OTA’s and Channel Manager as well as all API and direct connect partners).
Reservations Manager
TheTable Bay Hotel
Cape Town, Western Cape
09.2018 - 03.2019
- Review reservations booked daily for quality assurance and data hygiene e.g. market segments, country of origin, agent and guest profiles and rate codes
- Maintain the in-house reservations system
- Monitor system and keep guest profile duplications to a minimum
- Review payment received against bookings prior to arrival
- Follow-up on tentative bookings and update reservation status in the system
- Review no-shows, cancelled reservations and process charges according to hotel policy
- Work with team to convert calls and queries into bookings / reservations
- Convert bookings to achieve best available rates on all booking requests
- Oversee the communication and confirmation of letters to clients, as per their booking requirements
- Maintain relationships with all departments within the hotel, and attend relevant meetings to ensure important reservations information is shared with the team
- Develop templates, checklists and tools in line with operational requirements
- Align practices with legislative compliance around health, hygiene, safety and the environment (ensuring relevant inspections are completed)
- Implement sufficient control measures (including systems and processes) & checks within the department to mitigate any risk to the business and ensure data hygiene.
- Conduct internal compliance audits to monitor compliance
- Encourage a customer service culture and ensure all staff are trained to deliver the departmental objectives in line with standards.
- Work with internal stakeholders to identify risk areas and address these including checking of payment method compliance. Customer Experience Management
- Monitor team’s interaction with guests, ensuring they are treated with courtesy and respect at all times
- Interact with guests and provide professional service standards and solutions
- Handle any escalated complaints, disputes and suggestions as required
- Engage with customers and provide a customer experience during the reservations process that will support brand loyalty and ensure SI as the brand of choice
- Provide post-mortem feedback with regards promotions to ensure these are always relevant and effective
- Analyze and understand customer preferences, and ensure their booking profile is updated accordingly
- Continuously engage with customer to receive their feedback and enhance the customer experience within the area of responsibility
- Develop and maintain strong relationships with guests to maximize sales opportunities and generate new business
- Manage staff conditions of employment, e.g. attendance, absenteeism, leave, adherence to policies and procedures
- Manage productivities, time & attendance, and payroll costs for the department
- Identification of employee training needs
- Perform on the job training on SOPs and coaching to close developmental gaps and build succession for a talent pipeline within the function
- Manage employee relations within the department Staff communication and motivation Conduct performance contracting, reviews and development
- Provides resources and removes obstacles to performance
- Recruit and resource for talent for positions within the department
- On-boarding of new staff members
Reservations Manager
The Ritz Hotel
Cape Town, Western Cape
12.2017 - 06.2018
- Having knowledge of entire Reservations procedure.
- Handling of correspondence.
- Allocate daily tasks to Reservations staff.
- Review reservation booked daily.
- Review arrival report daily.
- Responsible for preparation of occupancy forecast.
- Responsible for training staff.
- Responsible for implementation of policies and procedures.
- Responsible for recording Company/Travel Agent Rates both in system and correspondence file.
- Liaise with Sales Department in regards to occupancy and rates.
- Identify Top Producing Accounts ensure proper recognition by Reservations staff.
- Knowledgeable in hotel and guest room facilities/services and ensures reservations agents are equally knowledgeable.
- Responsible for various Production reports and supply to each department concerned.
- Monitoring telephone manner and general performance of reservations staff daily.
- Ensure special handling of repeats guest and very VIP guests.
- Observes and ensures that proper telephone manners are maintained at all times
- Monitors and coordinates group reservations activity with the Sales Department and Executive Management Team.
- Follows up tentative bookings and update reservation status.
- Reviews no-show and cancelled reservations and processes charges according to hotel’s policy
- Review room blocking for Long Stay. Suites and special group request.
- Supervising of Group Reservations.
- Maintain cordial relations with commercial clients.
- Bring to the attention Front Office Manager when the hotel availability status be changed and prepare for necessary action.
- Responsible for work schedule
- Responsible for maintaining a neat and orderly position at all times.
- In general, perform any other duties might requested by the Room Division Manager.
Education
High School Diploma -
Swartberg Secondary School
CaledonSkills
Revenue development
Revenue growth
Revenue Budgets
Travel bookings
Transportation information
Hotel accomodations
Friendly service mentality
Telephone reservations
Customer satisfaction
Time management
Negotiation
Staff Management
Timeline
Group Revenue Manager
Sanbona Wildlife Reserve and Jock Safari Lodge
06.2019 - 11.2021
Reservations Manager
TheTable Bay Hotel
09.2018 - 03.2019
Reservations Manager
The Ritz Hotel
12.2017 - 06.2018
High School Diploma -
Swartberg Secondary School