The Celtic Manor Resort

TEAM MEMBER JOB DESCRIPTION (BAND E to G)

DEPARTMENT: Client Services

POSITION: Yield Executive

BAND: E

POSITION OVERVIEW: To assist the Business Yield Manager and Revenue Controls Manager in managing the yield and revenue for the Resort in order to achieve or exceed the Resort’s budget. Produce reports with analysis and provide ideas to increase yield and revenue in all areas of the business. Ensure that the yielding strategies are set in place in order to optimise revenue and to participate in departmental revenue audits.

REPORTS TO: Revenue Controls Manager

Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Senior Manager.

GENERAL

 Responsible for helping to maintain a customer-focused culture which support the values expressed in the Resort mission statement and the Resort’s business goals of profitability and service quality.

 Establishes and maintain effective and positive relationships within the team as well as other departments.

 Complies with the resort’s Health and safety, Hygiene policies as well as all other resort policies and procedures.

 Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible.

 To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs.

 To perform related duties and special assignments as and when required.

JOB FUNCTIONS

Communication

 Employees are encouraged to take a lively interest in the activities of the company and, should there be anything on which you have insufficient information or where you are unsure, should ask your immediate line manager. Employees are encouraged to ask questions and to speak to each other.

1 Reviewed 9th June 2012 Budgets

 Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these.

Standards

 Maintains an understanding of the standards set and expected for the Department and is responsible for the enforcement of these standards through associated job requirements.

Controls

 Maintains an understanding of the controls in place that monitor performance of the Department.

ORGANISING

Structure

 Respects the organisational structure in place and the duties and responsibilities of all team members.

 Conducts yourself professionally and with respect for the professionalism of all other team members and the roles they play in achieving the departmental objectives.

 Ensuring you are trained in all relevant courses applicable to your position and remains passionate about achieving the ultimate internal/external customer experience.

Delivery

 Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department.

 Responsible for all stock and the care and control of all professional equipment within your working environment.

 Responsible for the cleanliness and presentation within your working environment in accordance with set standards.

 Participates in monthly audits and checks on all equipment to verify its location and ensure its full, safe operation.

 Responsible for escalating any complaints to the Department Manager immediately, providing full details.

 Is responsible for helping to maintain a customer-focused culture which supports the values expressed on the Resort’s Mission Statement and the Resort’s business goals.

 Reports for duty properly dressed in the assigned uniform and well-groomed.

 To be proficient in using automated reservation systems Delphi, Opera, Concept and any other systems within Client Services and to be responsible for maximising revenue opportunities within them.

 To assist the Revenue Controls Manager in producing accurate monthly forecast reports for the Resort.

2 Reviewed 9th June 2012  To assist in producing a weekly forecast and other revenue reports for the Resort.

 To monitor and change all rates effectively on 3rd party websites, Channel management systems, GDS and through direct sale in Opera in line with yield management decisions. Ensure third party websites are kept up to date with current information in line with the Resort current offerings, including imagery and product information.

 To have daily contact with the IDeaS Revenue Management system, monitoring it’s decisions and making the relevant actions.

 To positively approach sales opportunities in order to maximise sales revenue.

 To ensure trough periods are highlighted during the year and yielding put in place for these periods.

 To be aware of all budget and forecast figures and individual targets and work towards achieving these. To be able to identify and explain reasons for variances.

 To monitor bookings made and lost for the previous day and to identify the peaks and troughs this causes.

 To be proficient in and actively working on setting up rate codes in Opera and ensure they are open and closed according to the yield decisions made and strategies adopted.

 To use Market Vision reports for forecasting and highlighting errors in Delphi booking revenues.

 To prepare the reports for the weekly yield meeting and executive yield meeting by the set deadline. To analyse these reports and highlight key information to the team. To investigate any anomalies presented by these reports and give reasons for the anomalies.

 Action points from the yield meetings accordingly within the set deadlines.

 To update the monthly rooms market segments report and identify reasons for shortfalls.

 To assist in producing call reports for the team.

 To keep the team updated with rooms sold and revenue at regular intervals following promotional eblasts.

 Update tour operators and LCR monthly statistics reports. Analyse them and identify reasons for shortfalls.

 Work with 3rd parties and booking engine contacts to increase our sales with them on a regular basis.

 Update the Yield decisions calendar with all decisions and changes to rates and strategies for all areas of the business.

 Keep the Yield journal up to date with any key yield decisions and marketing activity.

 Update promotion briefs with final statistics and key decisions made during the promotion within 1 week of promotion finishing.

 To monitor group golf bookings created and lost the previous day, to identify and highlight opportunities and troughs in the golf market of the business.

 To bring forward ideas to the yield team to increase average rate or revenue increasing opportunities.

3 Reviewed 9th June 2012  To ensure that all competitor information is gathered on a monthly basis and recorded.

 To complete all month end reports including Celtic Corporates, Market Segment, Call Analysis and 3rd Party Production.

 To check all golf bookings entered in Concept daily for the day prior are correct according to golf yield strategy.

 To check all spa bookings entered in Concept daily for the day prior are correct according to the spa yield strategy.

 Monitors competitors’ rates and offers in all our markets on a monthly basis

 To use Vision for Opera to create reports as required for promotions and statistics.

 To attend relevant meetings and training as required.

 To actively participate in client hospitality events.

 To positively approach sales opportunities in order to maximise sales revenue.

 To assist in auditing at the Resort’s Special Events

 Assist in checking revenue closures and postings made by other departments are done correctly and in a timely fashion.

 Assist in monitoring of daily credits and adjustments, ensuring that they are justifiable and correct, action anything which needs to be. Assist in producing a monthly report on credits and adjustments for presentation in senior team meetings.

 To assist in the audit of operational department revenues, takings, statistics and systems usage on an ad hoc basis to ensure that staff are adhering to Resort policies and procedures regarding banking of department takings and use of systems. Highlight any potential discrepancies in these audits and reporting to senior managers.

 To actively question and probe potential discrepancies in any area of the business that may be highlighted through the audit of that area.

 To assist in any other way to ensure the revenue and takings of CS are accurate and protected, performing other tasks not identified in this description relevant to the overall objectives of the role.

 To be proficient in the billing process to ensure the billing rota is fully covered.

 To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs.

MOTIVATING

Training

 Responsible for attending all required training as scheduled.

Leadership

 Maintains an understanding of the departmental objectives and contributes to a positive team environment, focussed on achieving the ultimate Department experience.

 Is present for all briefings and debriefs conducted by the Supervisor on duty.

4 Reviewed 9th June 2012 Team Building

Responsible for contributing to team building sessions both within and outside the resort.

CONTROLLING

Checking

 Contributes to the gathering of information as directed by the Department Manager including customer feedback, staff feedback, financial performance and any other as required.

Evaluation

 Contribute to compiling periodic reports based on the checking process.

 Contributes to the analysis of information gathered and in proposing changes within the department.

Innovation

 Supports the implementing of changes to ensure continuous innovations and improvements are made within the department.

Signed by Senior Manager: ……………………………………….

Print Name: ………………………………………. Date: …………………………………….

Signed by Employee: ……………………………………….

Print Name: ………………………………………. Date: …………………………………….

5 Reviewed 9th June 2012