Revenue Administrator: Online Channel Management

Job PurposeSupports 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 AreasMonitor and maintain existing channel setups in the Channel ManagerAssist and maintain rates and restriction setups from Opera to Channel ManagerAssist and configure channels in terms of connectivity, rates, inventory & restrictions as per Online Channel strategy with online distribution channelsMaintain and update content in terms of descriptions, images, facilities, activities on the third-party extranet as prescribed by the partnerRecord maintenance/refurbishment information on extranet/websitesIdentify potential concerns/issues related to online content using Customer experience and reputation management platform by source and escalate for further investigationCollaborate 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 tasksEscalate instances where reservations have failed, and where reasons or solutions cannot be foundEscalate to IT Service Desk when the Channel Manager server is downCommunicate changes to channel processes to Hotels and Reservations teams as requiredPrepare production statistics for online channels on a monthly & quarterly basisCompile and review online channel revenue production reports and make recommendations around trends, online channel performance for future business partnershipsUpdate the online channel SOP and guide where requiredCommunicate to Hotel & Reservations Teams with regards to online partner management & system requirements and changesProvide support to the business units on how to optimally use the system and troubleshoot first line queriesConduct Quality assurance of system data against online channel standards and procedures and highlight any anomaliesHandle escalated reservation queries re online bookings from the Hotels, billing queries, outstanding commission queries and payment resolutionMaintain 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 partiesPerform random checks in Opera on discounted rates where written back by channel i.e. Dynamic BFR from Hotelbeds or Genius rate from Booking.comCommunicate / distribute system info with regards updates and changes to third partiesInteract with business units and integrate with regards online channel performance, discrepancies and standardsTraining on optimized use of system, templates, toolsFacilitate 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 tasksCoordinate logistics and distribute documentation required for quarterly performance reviews with all online channel partners including Third-party operator, Revenue management, Sales, Marketing & Digital MarketingEducationGrade 12 or equivalent3-Year Diploma in Hospitality or Tourism ManagementExperience3 years’ experience in Reservations / Revenue Management / Hospitality Operations roleWorking knowledge of a Hospitality system, Revenue Management System and Third party extranetsSkills 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 pressureEquityPreference 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.#ST