Opera - Oracle
WALEED Al SALAHEEN
Cluster Revenue Analyst (RM in charge)
Amman
Summary
Dynamic revenue management professional with a proven track record in optimizing revenue streams and enhancing profitability with 13 years of progressive experience in the hospitality industry. Expertise in strategic planning, financial analysis, Managing online travel agency's and pricing strategy drives impactful results through collaborative teamwork. Adaptable leader skilled in data driven decision making and market trend analysis, consistently responsive to evolving business needs. Committed to leveraging insights and innovative approaches to maximize the Hotel success.
Overview
14
14
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Cluster Revenue Analyst (RM In Charge), Cluster Reservation Manager
IHG - Jordan Hotels
07.2023 - Current
- In charge of revenue strategy for five IHG hotels in Jordan (resorts and city hotels) based in key destinations such as Amman, the Dead Sea, Petra, and Aqaba, under three different brands (InterContinental, Crowne Plaza, and Holiday Inn), and with an inventory of 1,260 keys.
- Establishing pricing strategies for individuals and groups to address elastic and inelastic demand, seasonality, and feeder markets.
- Maximized hotel revenue through daily room inventory management and pricing across all segments, analyzed financial data to assess revenue performance, and identify trends.
- Updated and recommended room rates and availability strategies to optimize the best business mix through multiple distribution channels and online travel agencies. This was a success story as we gained an increase in the ADR by 1.7 JD, which increased the revenue generated by 15%.
- Performed revenue analysis and determined monthly revenue forecasts.
- Reviewed revenue figures and developed standard revenue recognition policies to improve profitability.
- Generated comprehensive reports and presentations to communicate revenue insights to stakeholders.
- Developed innovative strategies and promotions for revenue maximization.
- Created and implemented revenue management initiatives.
- Research market trends and competitor activity to identify opportunities for new business development.
- Track sales performance, and make recommendations for improving operations.
- Conducted regular audits and reconciliations to ensure accurate and timely revenue reporting.
- Develop pricing strategies based on projected demand, competition, costs of production, and other factors.
- Collaborated with cross-functional teams to forecast and budget revenue targets.
- Continuously developing a professional skill set by keeping up to date on the latest industry trends and best practices.
- Assist with the development and implementation of new accounting policies and procedures related to revenue recognition.
- Develop strong working relationships with business partners to ensure accurate and timely information flow.
- Identified potential risks to achieving revenue targets by proactively monitoring industry developments such as regulatory changes or emerging competitors.
Reservations Manager
Intercontinental Aqaba Resort
10.2021 - 06.2023
- Maximize occupancy levels by reviewing and revising revenue strategies.
- Consulting with travel agents, the revenue manager, and the rooms division manager.
- Assisting the sales team in setting segment rates.
- Forecasting revenue streams.
- Assist in the recruiting, managing, training, and developing of the team.
- Assist in budget preparation.
- Forecast monthly revenue, and identify and communicate revenue opportunities to management.
- Leads the Reservations colleagues, ensuring proper training and scheduling, which leads to 20% more efficiency in guest handling.
- Ensure team members are developed effectively, and generate a culture of high-quality standards for relationship building, customer service, selling techniques, and billing and processing contracts.
- Build strong relationships with customers, guests, and team members to gain a full understanding of their needs, and work to serve them effectively.
- Ensure bookings guarantee that no-show charges and late cancellation charges are applied where appropriate, and that reservation policies and procedures are followed to ensure guest satisfaction.
- Oversee revenue analysis, management, calculations, and reporting functions every month.
- Ensure the website booking process is maintained up-to-date and functional.
- Regularly check the input and the quality of data (segmentation, denials tracking, etc.) points.
- Consulted with central reservations to discuss new rate plans and promotions.
Cluster Asst. Reservation Manager
IHG Dead Sea - Crowne Plaza & Holiday Inn
01.2020 - 09.2021
- Acted as Reservations Manager in the absence of this role and supported the reservation team in achieving departmental objectives (i.e., Colleague Engagement, Score Card, Reservations Accuracy, Upselling, Shop Call, conversion, and abandoned percentage).
- I liaised with central reservations to communicate new rate plans and promotions for both properties, and supervised colleagues within the department to ensure that the standards and policies of service were maintained, which uplifted sales by 15% of the forecasted channel.
- Conducted valuable performance reviews and provided ongoing feedback to Reservations colleagues while providing opportunities for learning and development.
- Found opportunities to exceed our guests' expectations, ensured the 'right guest is in the right room,' and enabled our front-line colleagues to deliver exceptional service during our guests' stay. Actively involved in interdepartmental committees, as required.
- Scheduled all reservation agents, covering all shifts.
- Assisted in building an efficient and engaged team of employees by having an active interest in their welfare, safety, and development. Ensured that all departmental reports and correspondence were completed on time and accurately.
- Worked closely with the Front Office, Sales Department, and Finance Department.
Asst. Reservation Manager
Holiday Inn Resort Dead Sea
09.2018 - 12.2019
- Acting as Reservations Manager in the absence of this role, supporting the reservation agents, and providing help and assistance to achieve customer satisfaction.
- Work with the Sales and Marketing Team to maximize corporate and leisure, FIT, and group rates, and room booking.
- Manage third-party sites and agents to establish rates, negotiate prices, ensure proper implementation of reservation procedures, and maximize conversion ratios to achieve the target.
- Contribute to the selling strategy of the hotel, making sure the departments adhere to achieving that strategy.
- Understand the competitive marketplace, and implement approaches to ensure the hotel stays ahead in the local market.
- Monitoring telephone manners and overall performance of staff reservations daily.
- Assist in the recruiting, managing, training, and developing of the team.
- Participate in the organization of hotel promotional activities.
- Allocate daily tasks to the reservations staff.
- Supervising group reservations.
- Fill in daily data, and prepare STR and pickup reports.
- Solve problems and make decisions at the managerial level.
- Provide information for management, and help with decision-making.
Reservation Supervisor
Holiday Inn Resort Dead Sea
03.2017 - 08.2018
- Ensure the reservation department and Front Office staff are constantly aware of availability states open on request, closed dates, high-demand dates, etc.
- Respond to all guest reservation requests and execute prompt, courteous, and accurate guest service always.
- Fully knowledgeable about hotel guest rooms, rates, promotions, amenities, programs, hotel facilities, and services.
- Having knowledge of the entire reservation procedure according to the Hotel system.
- Understand Revenue Management strategies, sell levels, and sell-directed rates and is able to apply these methods to offer as per available Hotel inventory.
- Identify new business, develop sales leads, and respond to sales opportunities in order to maximize revenue.
- Monitor customer satisfaction regularly and resolve any outstanding issues to ensure future business.
- Monitor the appearance, standards, and performance of the Reservations Team with an emphasis on training and teamwork.
- Assist in the recruiting, managing, training, and developing of the Reservation team.
- Answered incoming phone calls and developed a friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Provided a high level of customer service to each person by engaging customers and using active listening and effective interpersonal skills.
- Suggested various packages and amenities to guests, helping each other find perfect accommodation to meet personal needs.
- Managed online booking inquiries and assisted guests and travel partners throughout the entire booking cycle.
- Handled reservations and answered questions from interested guests for busy 202 room hotel.
Reservations Agent
IHG Dead Sea - Crowne Plaza & Holiday Inn
04.2016 - 02.2017
- Build rapport and establish brand loyalty through the reservation process.
- Answer telephone and email inquiries in a timely manner.
- Determine Guest's needs and quote the appropriate room and rate as per requirements.
- Assist guests regarding hotel facilities in an informative and helpful way.
- Respond to inquiries about hotel products and services over the telephone and email, etc.
- Making reservations with accurate information to ensure we exceed Guest's expectations.
- Book and enter room reservation requests using the Property Management System(Opera).
- Update and check reservations ensuring a flawless check-in and checkout process.
- Ensure knowledge of all facilities of the hotel, services, and hours of operations.
- Consistently demonstrate a commitment to personal Guest Service excellence and profitably through special duties as assigned.
- Ensure revenue is maximized by up-selling guest rooms and recommending hotel facilities.
- Liaise with Sales and other departments as required.
- Drive Rate and RevPAR through selling the right room to the right Guest.
- Be able to cross-sell different IHG properties and increase cross-sell conversion.
- Managed quality assurance program including on-site evaluations, internal audits, and customer surveys.
Front Desk Receptionist
Dead Sea Marriott Resort & Spa
04.2014 - 04.2016
- Consistently offer professional, friendly, and engaging service.
- Greet, check-in, and settle guest accounts while ensuring all service standards are followed.
- Assist guests regarding hotel facilities in an informative and helpful way.
- Respond to each Guest who approaches the Reception Desk.
- Drive rate through up-selling a higher room category.
- Follow department policies, procedures, and service standards and other duties as assigned.
- Receive, record, and relay messages accurately, completely, and legibly.
- Liaised with housekeeping and maintenance staff to address requests and comments made by guests.
- Confirm relevant guest information and payment methods to prevent fraud.
- Swiftly responded to room requests and other inquiries made via the establishment website, email, or phone.
- Welcomed each new arrival pleasantly and Confirmed reservations and identification.
At Your Service Agent
Dead Sea Marriott Resort & Spa
03.2013 - 03.2014
- Receive each guest call in a professional and friendly manner.
- Maintain effective communication with all related departments to ensure smooth service delivery.
- Handle every query in a polite and courteous manner, and exceed guest expectations.
- Ensure guests are greeted by name upon calling, as per the Marriott standard.
- Maintain an up-to-date knowledge of the hotel and local services.
- Maintain an awareness of guest profiles through the Opera guest profile system.
- Maintain the guest wake-up call sheet, and deliver calls accordingly, on time and to the established standard.
- Ensure the proper operation of the switchboard, resulting in fast and efficient transferring of internal and external calls. Take messages for guests and management as per the request.
Waiter
Arena Hotel
06.2011 - 02.2013
- Provide excellent customer service and always strive towards the best customer satisfaction.
- Greet customers and present menus.
- Make suggestions based on their preferences.
- Take and serve food/drink orders and Up-sell when appropriate.
- Arrange table settings and keep tables clean and tidy at all times.
- Check products for quality.
- Cooperate and communicate with all serving and kitchen staff.
- Adhere to all relevant health department rules/regulations and all customer service guidelines.
Education
Bachelors - English Literature (English)
University of Jordan
Amman, Jordan01-2012
Diploma - Aviation
University Of Jordan
Amman, Jordan06.2011
High School Diploma -
Mahis High School
Mahes 04.2001 -
Skills
Data-driven decision making
Strategic planning for business growth
Competitive market evaluation
Budget management and forecasting
Distribution Channel Management
Reservation software proficiency
Team leadership skills
Administrative assistance expertise
Time allocation planning
Prioritization and scheduling
Statistical forecasting skills
KPI development and tracking
Certification
International Computer Drivers License(ICDL)
Software
Microsoft Excel
SBRP (Strategic Business & Revenue Planning)
Timeline
Cluster Revenue Analyst (RM In Charge), Cluster Reservation Manager
IHG - Jordan Hotels
07.2023 - Current
Reservations Manager
Intercontinental Aqaba Resort
10.2021 - 06.2023
Cluster Asst. Reservation Manager
IHG Dead Sea - Crowne Plaza & Holiday Inn
01.2020 - 09.2021
Asst. Reservation Manager
Holiday Inn Resort Dead Sea
09.2018 - 12.2019
Reservation Supervisor
Holiday Inn Resort Dead Sea
03.2017 - 08.2018
Reservations Agent
IHG Dead Sea - Crowne Plaza & Holiday Inn
04.2016 - 02.2017
Front Desk Receptionist
Dead Sea Marriott Resort & Spa
04.2014 - 04.2016
At Your Service Agent
Dead Sea Marriott Resort & Spa
03.2013 - 03.2014
Waiter
Arena Hotel
06.2011 - 02.2013
High School Diploma -
Mahis High School
04.2001 -
Bachelors - English Literature (English)
University of Jordan
Diploma - Aviation
University Of Jordan