Job Description

Job Purpose
Supports the hotel's Revenue Management team by ensuring the accurate review of rates, inventory, and distribution channels, as well as the execution of revenue management administration tasks related to both FIT and Group & Event reservations. The role contributes to maximizing revenue and market share performance by monitoring demand, analysing performance data, and coordinating with key hotel departments. The aim is to ensure optimal distribution and global parity of the hotel's inventory, rates, and restrictions in order to maximize revenue and profitability.
Key Performance Areas

• Monitor and maintain existing channel setups in the Channel Manager
• Assist and maintain rates and restriction setups from Opera to Channel Manager
• Assist and configure channels in terms of connectivity, rates, inventory & restrictions as per Online Channel strategy with online distribution channels
• Maintain and update content in terms of descriptions, images, facilities, activities on the third-party extranet as prescribed by the partner
• Record maintenance/refurbishment information on extranet/websites
• Identify potential concerns/issues related to online content using Customer experience and reputation management platform by source and escalate for further investigation
• Collaborate with the front office and marketing teams to promote IHG One Rewards enrollment and engagement.
• Track IHG Rewards performance metrics, including member enrollment, redemption trends, and contribution to revenue.
• Support in creating and analyzing IHG Rewards member offers, stay incentives, and targeted promotions.
• Troubleshoot failed reservation and assist with FIT and Group and Events Coordinator Administration on related tasks
• Escalate instances where reservations have failed, and where reasons or solutions cannot be found
• Escalate to IT Service Desk when the Channel Manager server is down
• Communicate changes to channel processes to Hotels and Reservations teams as required
• Prepare production statistics for online channels on a monthly & quarterly basis
• Compile and review online channel revenue production reports and make recommendations around trends, online channel performance for future business partnerships
• Update the online channel SOP and guide where required
• Communicate to Hotel & Reservations Teams with regards to online partner management & system requirements and changes
• Provide support to the business units on how to optimally use the system and troubleshoot first line queries
• Conduct Quality assurance of system data against online channel standards and procedures and highlight any anomalies
• Handle escalated reservation queries re online bookings from the Hotels, billing queries, outstanding commission queries and payment resolution
• Maintain parity across all channels in terms of rates and inventory by performing daily checks (SA IP) and bi-monthly checks (International IP)
• Escalate issues where channels are out of parity to relevant parties
• Perform random checks in Opera on discounted rates where written back by channel i.e. Dynamic BFR from Hotelbeds or Genius rate from Booking.com
• Communicate / distribute system info with regards updates and changes to third parties
• Interact with business units and integrate with regards online channel performance, discrepancies and standards
• Training on optimized use of system, templates, tools
• Facilitate the resolution of daily adhoc requests from various stakeholders e.g. creating new user in the system; etc. Assist both FIT and Group and Events in administration related tasks
• Coordinate logistics and distribute documentation required for quarterly performance reviews with all online channel partners including Third-party operator, Revenue management, Sales, Marketing & Digital Marketing

Education

• Grade 12 or equivalent
• 3-Year Diploma in Hospitality or Tourism Management

Experience

• 3 years' experience in Reservations / Revenue Management / Hospitality Operations role
• Working knowledge of a Hospitality system, Revenue Management System and Third party extranets

Skills and Knowledge

• Plan & prioritise
• Analysing / Diagnosing Online Partner performance
• Reviewing / evaluating information and data
• Attention to detail
• Developing relationships
• Problem Solving
• Administrative functions
• Effective communication to stakeholders
• Working under pressure

Equity
Preference will be given to employees from the designated groups in line with the provisions of the Employment Equity Act, No. 55 of 1998, SISA internal recruitment policy as well as units employment equity plans.

Skills Required