Reservations & Revenue Analyst

$58,240 - $62,400/Yr

Unclassified - Seattle, WA

Full-time

Seattle, WA

About the position

As the Reservations & Revenue Analyst at Lotte Hotel Seattle, you will play a crucial role in the hotel's operations by working closely with the Regional Director of Revenue Management and the Revenue & Reservations Manager. Your primary responsibility will be to gather and analyze the hotel's performance and guest satisfaction data, ensuring that the hotel outperforms its direct competitors while delivering luxury service to every guest. You will be tasked with regularly checking and updating the quality and accuracy of data, monitoring market prices, and optimizing the hotel's presence across all channels, particularly on Online Travel Agencies (OTAs) and the hotel's branded website. In this role, you will act as the primary onsite Reservations Coordinator, ensuring that the reservations experience for guests is seamless and meets the hotel's luxury standards, as outlined by Forbes Travel Guide. This position is ideal for a guest-focused individual who is also data-driven and results-oriented, looking to grow their career with a new and exciting brand in Seattle. You will need to demonstrate excellent communication skills, analytical abilities, and a strong drive to succeed in a fast-paced environment. Your responsibilities will include entering group information into the Property Management System (PMS), handling changes and revisions, and maintaining accurate group files. You will also respond to guest concerns, prepare and distribute various reports, conduct audit checks, manage hotel room inventory, and ensure effective communication with the Sales and Front Office Departments. Additionally, you will be responsible for managing suite reservations for high-profile clients and ensuring that all revenue management systems are well maintained. This role requires a commitment to maintaining a clean and professional appearance and adhering to all hotel policies and procedures.

Responsibilities

• Enter all group information into PMS, handle all changes and revisions, route billing requirements, reconcile group blocks between SMS and Delphi, maintain accurate group files, monitor group blocks, allotments, cut-off dates and ensure rooming lists are received and entered in a timely manner.
• Act as the primary onsite Reservations Coordinator for the hotel, providing audits and oversight for the overall reservations experience at the hotel, and follow up on leads from the offsite call center.
• Respond to any guest concerns and ensure solutions are in the best interest of the Hotel and guest.
• Prepare and distribute daily, weekly, and monthly reports to include pickup, segmentation, and pace analysis.
• Attend and present information in the weekly Revenue Strategy Meeting.
• Conduct audit checks to ensure inventory controls and rate parity across all distribution channels.
• Attend weekly group resume meetings and all client pre-con conferences, and all appropriate Sales meetings.
• Manage hotel rooms inventory, including out-of-order rooms, oversell, blocking, and balancing while maintaining constant communications with the Sales and Front Office Departments regarding room status.
• Manage the Hotel's reservations system to maximize hotel profitability and customer satisfaction through effective guest rooms inventory control and timely reservations processing.
• Manage suite reservations in conjunction with the Front Office Managers and ensure special handling of Executive-level corporate clients, heads of state, celebrities, VIPs, and return guests.

Requirements

• Excellent written and oral communication skills, concise and well-organized presentation skills, and a high level of proficiency in Excel.
• Ability to recognize trends in data and demonstrate solid decision-making skills.
• Time efficient and effective within tight schedules in a fast-paced environment.
• Determined and energetic, whilst remaining calm and levelheaded to deliver results.
• Ability to maintain a clean and professional appearance as per company policies.
• Ability to maintain complete knowledge of and comply with all hotel and departmental policies, procedures, checklists and job duties.

Benefits

• 401(k) matching
• Dental insurance
• Employee discount
• Free parking
• Health insurance
• Life insurance
• Paid time off