Essential Job Skills
- Proven experience in hospitality reservations and distribution operations, and knowledge of best practices in distribution operations.
- Possesses knowledgeable in Opera PMS and Central Reservations systems.
- Strong Analytical skills to analyse data and make data-driven decisions.
- Possesses problem-solving skills, to approach challenges strategically and think critically about solutions to enhance business processes, also to identifying and addressing the root causes of issues within workflows.
- Possesses documentation skills, to write clear and concise documentation, include process maps and SOP.
Desirable Job Skills
- Ability to plan and execute process improvement projects, including setting goals, timelines and milestones.
- Familiarity with and understanding of automation tools and technologies to streamline processes and improve efficiency.
- Ability to work collaboratively with teams from different departments and hotels.
Key Result Areas
- Process Optimization and Documentation - to analyse current distribution processes, work with cross-functional teams to identify areas for improvement, develop and implement to streamline workflows to improve operational efficiency, and document the revised workflows.
- Automation and Technology integration to leverage technology and automation to enhance process efficiency, collaborate with IT teams to rollout out technological solutions.
- Implement process changes Lead the implementation of process improvements, including change management initiatives, training programs and performance metrics to ensure successful adoption and sustainability.
- Performance monitoring and evaluation to establish performance metrics and KPIs, regularly assess and report on the effectiveness of process improvement.
- Quality Assurance to implement quality control measures to audit the accuracy of data entry, investigate and resolve quality issues related poor data entry.
- Training to develop and deliver training session and facilitate knowledge transfer to relevant stakeholders.
- Data Analysis and Reporting to analyse distribution performance metrics, generate reports and dashboards to track KPIs and identify trends and opportunities.
- To maintain and upkeep the updated processes, SOP and the best practices for training and future reference.
Scope of Duties
- Conducting process reviews and analyses.
- Collaborating with cross-functional teams to gather insights.
- Creating detailed process documentation and maps.
- Identifying automation opportunities and technological solutions.
- Recommending and presenting process improvement proposal.
- Coordinating and overseeing the implementation of process changes.
- Monitoring performance metrics and KPIs.
- Providing training and facilitating knowledge transfer
- Communicating effectively with stakeholders at various levels.
- Undertake any other projects and/or tasks as assigned by Head, Commercial Support Services.
Requirements
- Bachelor's degree in Hospitality Management, Business Administration, Marketing, or a related field (preferred)
- Minimum of 3-5 years of experience in hotel distribution, revenue management, or a related field
- Proven track record of success in developing and implementing effective distribution strategies
- Excellent analytical skills and experience with data interpretation
- Strong communication, negotiation, and interpersonal skills
- Ability to work independently and manage multiple tasks effectively
- Proficient in Microsoft Office Suite and hospitality OPERA property management systems (PMS) is a MUST
- Knowledge of the hotel distribution landscape, including online travel agencies (OTAs) and the Global Distribution System (GDS) (a plus)
- Experience with digital marketing concepts (SEO, PPC) (a plus)
- Experience working with a specific hotel brand or property management system (PMS)
- Experience in a specific hotel segment (luxury, boutique, resort)
- Knowledge of revenue management software and tools
