Description:

As E-Commerce Manager, you are responsible for the work performance of one or more subordinates who are in the back-line of guest service for consistently meeting differing guest’s needs & wants consistent to your assigned area of responsibility in the Revenue department. You direct the procedural and personal dimensions of one or more work process through these subordinates. An increase in personal efficiency and effectiveness is expected when you work as a team with your subordinates, colleagues and superior and achieve common goals and targets.  You will:

• Have a deep understanding of the hotel’s Vision and integrate this into your actions.
• Actively participate in your department’s revenue generating and cost control strategies.
• Understand the policies and procedures pertaining to your department’s operation.
• Exercise moral judgment, imagination and courage in the practice of leadership.
• Monitor your department’s budget and discuss proactive corrective action with the Director of Revenue / Revenue Manager.
• Have an understanding of the hotel’s market segments and their expectations.
• Know your current and potential competitors.
• Understand the product image the Company aims to project and ensure that image is reflected in every aspect of the manner in which you manage your department.
• Communicate effectively within the organization at all levels using the most appropriate communication method for the matter concerned.
• Attend meetings as required.
• Understand the policies and procedures pertaining to your department’s operation and work with your direct supervisor to ensure all manuals are up to date.
• Understand the hotel’s general policies & procedures and align all your department’s activities and your personal actions as an E-Commerce Manager.
• Maximize the use of available technology and systems to get results.
• Ensure the best room rates at all times on brandsite according to our Best Rate Guarantee policy.
• Consistently enforce rate parity and data integrity across all distribution channels.
• Periodically access individual extranets to update hotel information and images.
• Update new restrictions and lift old restrictions in a timely manner.
• Closely monitor hotel’s rate and availability displays on websites including third party platforms.
• Preparation of monthly statistical reports and any other reports required by Director of Revenue & Marketing.
• Manage room availability across all distribution systems to maximize sales opportunities and minimize regrets build-up.
• Maintain a good rapport and close relationship with the market managers of our online distribution channels.
• Consistently drive growth of online business mix while focusing on brandsite as the key channel at the same time.
• Work together with the Director of Revenue & Marketing to achieve optimum room yield.
• Assist the Director of Revenue & Marketing in preparing the department’s annual business plan.
• Generate data-driven insights and analyze various statistical reports from available systems to study current patterns and recommend appropriate strategies to Director of Revenue & Marketing.
• Analyze and suggest ways to enhance customer experience on brandsite.
• Consistently brainstorm on ways to improve revenue generation through brandsite and other distribution channels.
• Manage the implementation of new technologies and online systems.
• Know the hotel’s emergency programs.
• Produce Pick-up report and Competitors Comparison report on daily basis.
• Evaluate and revise the tier calendar and its restrictions, if and when necessary, in the absence of the Director of Revenue & Marketing.
• Assist the Tele-Sales team in daily operational tasks in the event of understaffing, including answering of incoming telephone calls.
• Understand the functions of Red Dot Online Payment Gateway including InstanCollect and detailed usage of InstanPanel to generate invoice.
• Analyze and monitor the conversion of Zendesk Web Chat.
• Monitor and check through the bookings made by Tele-Sales band members and ensure that all are placed in accordance with the hotel’s policies & procedures.
• Adhere to the Standard Incoming Telephone Call Handling SOP and Telephone Call Handling Checklist.
• Seek communication with fans and keep abreast of their needs and expectations of our service.
• Control costs whilst ensuring the hotel’s Guests get value for money.
• Take every opportunity to upsell and convert bookings into sales with emphasis on value-added benefits.

Requirements:

 

• Bachelor's degree in business, marketing, or related field.
• Minimum 5 years of experience in E-commerce or Revenue Management focusing on online distribution and channel management.
• Proficient in Siteminder channel manager and Sabre's Synxis Reservation System will be an added advantage.
• Experience with website analytics tools such as Google Analytics.
• Excellent written and verbal communication skills in English
• Excellent problem-solving skills
• Strong Management and leadership skills
• The ability to work in a fast-paced environment and to plan strategically and analytically