Manager, Revenue Management Services, SEAPR

JOB OVERVIEW

To actively contribute to the company vision of making holiday dreams come true by leading and inspiring robust revenue management practices within the business. Deliver Wyndham Hotels and Resorts (WHR) Revenue Management Service (RMS) as requested. Be responsible for overseeing the implementation of revenue & distribution strategies for in charged RMS Hotels. Achieve and exceed where possible the revenue targets as budgeted for each property, with primary emphasis on RevPAR, hotel occupancies & room rate and secondary importance on food, beverage, and other revenue streams at each property. Help to drive WHR System contribution to RMS hotels, establish and share best RM practice to hotels and internal team members.

RMS is a fee-based commercial service line, and this role is a client-facing extension of the hotel’s own commercial team. The successful candidate is therefore accountable not only for topline performance, but also for service delivery standards, quality of reporting and the strength of the relationship that underpins client retention and renewal.

SCOPE OF ROLE

• Remote-based in Malaysia, supporting an assigned cluster of managed and franchised hotels across multiple Southeast Asia and Pacific Rim (SEAPR) markets
• Portfolio composition and size will evolve as RMS clients are onboarded, renewed or transitioned; flexibility to absorb new properties at short notice is expected
• Works across multiple time zones and currencies within SEAPR, and with hotels at differing levels of revenue management maturity
• Operates within WHR Brand Standards, Revenue Management Policies and Best Practices, and within the agreed scope of service for each RMS client
• Periodic travel for onboarding, property visits and training, as required by the business

KEY RESPONSIBILITIES

Portfolio Revenue Strategy & Performance

• Provide RMS to assigned hotels by monitoring compliance with established Revenue Management Policies and Best Practices, and by improving revenue performance
• Position each assigned hotel correctly in its market; analyse pricing effectiveness and recommend corrective action where performance diverges from plan
• Work closely with RMS hotel leadership on pricing strategy across all distribution channels, segment and channel mix management, yield management and length-of-stay controls, to support improvement in hotel RGI performance
• Continuously seek ways to improve topline performance of key properties, including demand-based pricing decisions, promotional strategy and group and corporate business evaluation
• Help drive WHR System and direct channel contribution to RMS hotels, including Wyndham.com, mobile app, voice, central sales and Wyndham Rewards member-facing offers

Pricing, Distribution & Rate Integrity

• Conduct rate audits and provide reports to RMS hotels to ensure inventory availability and rate parity across all applicable distribution channels, including the central reservation system (SynXis, SEAPR CRS), various GDS, third party internet sites and the PMS
• Audit property setup to determine whether content is up to date and whether the property is distributing itself correctly through the central reservation system (SynXis / SEAPR CRS)
• Communicate changes to property rates and inventory in SynXis / SEAPR CRS and any downstream distribution channels to the hotel revenue management team, consistent with WHR Brand Standards, Revenue Management Policies and Best Practices
• Monitor and resolve rate disparity and undercutting issues, escalating to regional distribution and partner teams where third party intervention is required
• Support the execution of regional campaigns and promotional mechanics, including flash sales, early bird offers and member-fenced rates, ensuring correct loading and channel eligibility
• Build and manage business relationships with business partners and third parties, including OTA market managers

Client Service Delivery & Stakeholder Management

• Build strong and productive relationships with key stakeholders at hotel, owner and regional level
• Maintain close communication with RMS hotels through regular revenue performance reviews and touchpoints, that translate performance data into clear commercial recommendations for hotel leadership and owners
• Manage expectations and respond to client queries promptly and professionally, positioning RMS as a trusted commercial partner
• Participate actively in business meetings and calls within the region
• Support Business Development with input to RMS proposals, onboarding plans and client renewal discussions where required

Forecasting, Budgeting & Reporting

• Participate in the forecasting and annual budgeting process with hotels where applicable, and maintain forecast discipline and accuracy through the year
• Help develop, manage and generate reports and analysis for business and team purposes, including performance dashboards and post-campaign reviews
• Interpret market intelligence and benchmarking data, including STR reports and rate intelligence tools, to identify demand shifts, competitor movement and revenue opportunities
• Assist in the development of short and long term department goals and roadmap

Training, Best Practice & Enablement

• Fully utilize WHR systems and tools, and support delivery of WHR revenue management training, including webinars, onsite training and workshops
• Create and manage training programmes, training materials and training schedules as required
• Proactively maintain knowledge and understanding of global WHR revenue management and distribution strategies, tactics, initiatives, systems and processes
• Identify best practices to document, share and implement where required
• Spearhead the preparation and implementation of solutions, tools, procedures, audits and processes

Governance, Conduct & Values

• Ensure confidentiality of property rates, contracts and client information during and post-employment
• Display a Count On Me! service ethic to all internal and external parties
• Display innovation through inspiring, creating and improving processes and products
• Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise

QUALIFICATIONS & REQUIREMENTS

Experience & Education

• Degree or diploma in Hospitality Management, Business, Economics, Statistics or a related discipline, or equivalent practical experience
• Five years or more in a hotel revenue management role, with proven achievement in teamwork and topline growth
• Experience in cluster or multi-property revenue management
• Experience managing properties across more than one market or time zone is an advantage
• Experience with international hotel brands, and with both managed and franchised operating models, is an advantage
• Prior exposure to an outsourced or fee-based revenue management service, or to a client and account management environment, is an advantage

Technical Skills & Systems

• Working knowledge of central reservation systems (SynXis or equivalent), property management systems, GDS and OTA extranets
• Familiarity with revenue management systems and rate intelligence or parity tools, and with STR benchmarking reports
• Strong Microsoft Excel capability for analysis and reporting, and confident use of PowerPoint for client-facing materials
• Sound knowledge and understanding of balanced distribution strategy and the wider distribution ecosystem, including channel cost, OTA programmes, parity and member-fenced pricing
• Sound functional knowledge of day-to-day hotel management, operations and technology
• Strong analytical skills with the ability to identify trends and anomalies, and accuracy with attention to detail

Personal Attributes

• Excellent organization and communication skills, both written and verbal, with professional fluency in English
• Excellent interpersonal skills and presentation skills, with the ability to work well with co-workers and hotels
• Leadership skills to develop others and systems, with the ability to introduce change effectively
• Customer focus, with a high level of accountability and results orientation
• Ability to work well both independently and as part of a team to achieve goals and targets
• Self-starter, exhibiting initiative, confidence, professionalism and good judgement
• Flexibility to adjust to the changing needs of the business, taking on new ideas, initiatives and responsibilities as they are presented

Working Arrangements

Remote-based in Malaysia, with an existing legal right to work in Malaysia. High degree of self-management and discipline, given the remote nature of the role and the absence of on-site supervision