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Director of Revenue Management Reservations

Madrid, Spain, Madrid, Spain

Director of Revenue Management Reservations

  • Madrid, Spain
  • Sales & Marketing Division
  • Full time
  • Closing at: Feb 28 2023 at 23:55 CET

The Company

Mandarin Oriental Hotel Group is the award-winning owner and operator of some of the world’s most prestigious hotels and resorts.  The Group now operates or has under development 41 hotels with more than 11,000 rooms in 25 countries in key business and leisure destinations.


The Hotel

Renowned Parisian designers Gilles & Boissier, have created a sophisticated residential design for the 100 rooms and 53 suites, including several one-of-a-kind specialty suites, featuring unique design elements inspired by the hotel’s historic connections to the city, Spanish culture and art.

With a stunning and meticulous restoration that celebrates César Ritz’s pioneering spirit, a prestigious central location, five restaurants and bars overseen by one of Spain’s most celebrated chefs and exceptional leisure and wellness facilities, Mandarin Oriental Ritz, Madrid is set to become the city’s most luxurious hotel.

Scope of Position

Works with the General Manage and the Director of Commercial Strategy to develop and implement the hotel’s strategies to maximize hotel revenues, market share performance and profits. Responsible for maximizing revenue and profit associated with rooms, function space and total revenue as required. Position is accountable for all transient, group and catering segments pricing, channel distribution and positioning. Identifies future revenue opportunities and effectively communicates strategies to the sales and marketing colleagues. Responsible for maximizing revenue and profits through the strategic coordination of Revenue Management processes and procedures.

Accountable for providing supervision, direction, and leadership in the Reservations Department in accordance with the objectives, performance, and quality standards supportive of MOHG.


Reporting Line/s


The Director of Revenue Management & Reservations will report directly to the General Manager.


Duties and Supporting Responsibilities


  • Utilise systems, tools and reports in the prescribed way to ensure all revenue management decisions are supported with relevant data analysis. Included but not limited to systems HMS, Datavision, Ideas, Delphi and Travelclick.
  • Conduct weekly Strategy Meetings, providing a synopsis of results versus previous week and lead discussion on future issues such as booking pace, pricing strategies, marketing opportunities and the competitive environment to maximise revenue potential and market share.
  • Ensure that relevant hotel members are actively engaged in all revenue decisions by maintaining regular communication and training to effectively implement, drive and review optimal strategies and controls.
  • Develop and oversee Hotel Strategy for Transient, Group and Function Space business to maximize Hotel revenue potential.
  • Conducts displacement analysis of group business as needed to determine the impact potential business will have on RevPAR.
  • Ensure rates, inventories, events information, and market performance are closely monitored to deploy the right strategy.
  • Prepare regular and ad-hoc reports, provide critical analysis of strategies, highlight trends and demand factors and recommend strategy changes when needed.
  • Evaluate daily, weekly and monthly Market Share reports to understand trends and opportunities versus competitive set and the market as a whole and ensure targeted Relative RevPAR positioning is achieved
  • Submit (minimum) 3-month forecast monthly. Ensure forecast accuracy and provide analysis on performance vs Forecast.
  • Communicate with Corporate office to coordinate new projects, requirements, or local/global initiatives.
  • Prepare annual Budget & Marketing Plan with Director of Commercial Strategy, Director of Finance, and General Manager, complying with MOHG Budget reporting standards.
  • Review Corporate account and Partners production monthly with sales to identify patterns of production and agree appropriate actions.
  • Coordinate Marketing campaigns with Commercial team to ensure an effective communication process.
  • Recruit and define action plan for Reservations Agents and Reservations Manager to provide proper training and individual career goals.
  • Create SOPs and ensure they remain up to date to guarantee the right processes and procedures are in place.
  • Coordinate with reservations Manager that LQE and any other MOHG sales reservations training are being conducted to deliver MOHG Quality Standards to all guests.
  • Strive for constant improvement of operating procedures and new business opportunities.
  •  Ensures accurate reservation system information in all Distributional Channels is upheld.
  • Responsible for hotel’s positioning in the various distribution channels, information accuracy and competitor positioning, including but not limited to conducting online shops.
  •  Ensures that all reservation inquiries that come to the hotel via telephone and email are processed in a timely and accurate manner to capture demand data for the hotel.
  • Attend Revenue & Reservations meeting to catch up on the latest news and to provide them an update on hotel performance.
  • Ensure Revenue & Reservations team maintain an effective communication with other departments via telephone, mail or HMS to meet guest requirements.
  • Propose, implement, and monitor incentive schemes for Revenue & Reservations team.


Success Profile for this role (Hotel competencies)


  • Humility
  • Self-development
  • Customer focus
  • Drives results
  • Business insight
  • Optimises work processes
  • Functional/Technical Skills
  • Collaborates
  • Develops talent
  • Builds effective teams
  • Communicates effectively

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