jamesmullins

Acting Reservations Manager

Mandarin Oriental, Doha

• Improved one-touch guest experience covering 24/7 operations by taking Room, Dining, Spa Reservations and Telephone Operator into one Call Centre. • Attributed to achieving a higher ADR in the Corporate (5%) and Total (3%) segments than budgeted • Grew package segment from 8% to an average of 14% by end of 2019 by focusing on value adds instead of discounting. • Maximized room revenue contribution by yielding the rates through upselling, increased BAR rates over peak periods and placed required restrictions on both inventory and rates. • Managed and optimised distribution channels, audits loaded rates to ensure accuracy and monitors rate parity with 3rd party OTAs. • Prepares and sends weekly pace reports • Prepares and send month end reports to corporate office • Assists Direct of Revenue in budgeting process, revenue and sales strategy planning for property • Creates daily and weekly forecasts. • Leads weekly Revenue Optimisation meeting and prepares daily pick up report • Achieved Forbes 5 Star award in first year of operations • Achieved high score of 96% LQA audit for 2019 • Reservations team account for 40% of all room revenue through email and telephone bookings in 2019 • Achieved 90% in call answer percentage for year 2019 • Ensures reservations agents are complying with Mandarin Oriental standards and procedures through monthly 3rd party audit calls. • Creates action plans to improve performance of department and collaboration with other key stakeholders and conducts annual performance evaluations. • Manage rooms inventory to achieve optimum results in occupancy, average rate and revenue, reviewing daily reservations accuracy • Ensure all internal package breakdowns are loaded and in line with financial department. • Controls no show and late cancellation charges • Spot-check reservations made the previous day, checks all VIP arrivals and communicates with concerned management

Duty Manager

St. Regis Hotel

• Manages Front Desk, Concierge and Telephone teams and ensures performance and KPIs are exceeding expectations. • Analyses business practices and identifies opportunity for improvements • Assists in preparing the departmental annual budget & analysing monthly P&L statement • Maximises revenue from front desk by strategically managing house inventory, upgrading guests and selecting upsell opportunities to maximise RevPAR and ADR. • Audits rate variances on daily basis and ensures accuracy. • Responsible for preparing the daily, monthly forecast and pick up reports • Tracks daily statistics for analytical, budgeting and forecasting purposes. • Manages and implemented special projects relating to the front desk including implementation of upsell program