Manager, Commercial Tools & Service, Operations

• Maintain working relationships with field revenue management teams to stay current on revenue management practices and needs
• Manage and respond to inquiries sent to the team inbox and ServiceNow
• Ensure team members respond to revenue management inquiries accurately and in a timely manner
• Monitor and communicate customer support KPI’s in a timely manner
• Maintain proactive and reactive field communication channels (e.g., emails, MGS pages, job postings, etc.)
• Create, edit, and translate business process documents
• Conduct webinars and office hours for revenue management related topics, including but not limited to special corporate pricing, budget process, One Yield updates, etc.
• Support revenue management training by identifying training needs and coordinating with continent and corporate resources to develop and deliver appropriate training
• Support participation and pull-through of above property promotions
• working with other disciplines to ensure that promotions being developed address the business needs of the hotels in all markets
• working with hotels to ensure participation in any promotion that makes sense for the hotel, and that promotions are set up and managed appropriately
• Support region, continent and global revenue management projects and initiatives

• 4-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major
• 5+ years’ experience in the revenue management, sales and marketing, event management or front office area required
• OR 2-year graduate degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major
• 7+ years’ experience in the revenue management, sales and marketing, event management or front office area required
• Fluency in English is required (speaking, reading, and writing)
• Fluency in Chinese is required (speaking, reading, and writing)
• Detailed knowledge of current revenue management systems and tools (One Yield, MARSHA, MRDW, etc), including how to use them and how to apply results
• Excellent knowledge in both the technical and strategic processes (budgeting, pricing, etc) of Revenue Management
• Delivers results and demonstrates balanced judgment under pressure
• engages in fixing the problem vs. just identifying the problem
• Demonstrated ability to take large volumes of complex information and present it in a clear and concise manner
• Able to translate business needs into actions
• ensures that all work is completed effectively
• solves problems and monitors the progress of work against schedules and budgets
• maintains high performance standards
• Develops and maintains strong relationships with a broad group of stakeholders to foster trust and influence key decisions
• Comfortable challenging organizational norms and accepted thinking to improve effectiveness
• Strategic and analytical thinker
• makes decisions using data
• Comfortable with complexity, ambiguity, and change
• supports and manages positive change
• Innovative thinker: able to readily apply past learnings in new situations to generate solutions and/or create something entirely new
• Proactive approach to learning RM practices and concepts from other vendors or industries
• Knowledgeable on all MI hotel brands

Hotel experience beyond revenue management preferred