Account Manager – Iberian Peninsula

GENERAL SUMMARY

The Account Manager is responsible for PH&R’s profitability for the hotels situated in the Iberian Peninsula (Spain and Portugal) The Account Manager is an active part of the regional team supporting the region’s hotels in terms of providing insight to optimize hotel revenue, reservations/revenue analysis and consultation, new hotel implementation, account development and penetration, and other key aspects of the member/PHR relationship.

The primary responsibility for this position is to consistently engage and retain regional hotels by managing existing relationships and working with the Regional Director to enhance hotel and PH&R profitability through all managed reservation channels, as well as PH&R programming.

ORGANIZATIONAL RELATIONSHIP

Under the direct supervision of the Regional Director, Iberian Peninsula with a dotted line responsibility to the region’s VP, Hotel Revenue Optimization (or under alternate reporting lines as designated by the Region), the Account Manager works with Area/Regional Director(s), the Revenue Account Management team, the GDS, Central Implementations, Finance, Sales and Marketing departments. The Account Manager will interact with the account management team of Preferred’s provider of Central Reservations and other distribution partners.

DUTIES & RESPONSIBILITIES

1.Revenue Optimization & Distribution

A.Perform regularly scheduled Hotel Business Reviews of hotels in accordance with PHR service level standards and as agreed upon by regional management. Reviews include, but are not limited to: rate analysis, availability, CRS and GDS optimization, group and transient sales strategies and competitive set information. Use of all room revenue data sources (such as Agency360, STR, Cvent, etc.) is expected where available. Communicate the results of reviews, along with recommendations or corrective actions, to the hotel, Regional Management and PHR Corporate. May require assistance from more seasoned HRODs in the region. 

B.Conduct ongoing revenue strategy sessions with each hotel. Direct hotels to appropriate help resources and provide direct support as defined via the PHR Corporate Revenue Management Certification Process and focused on the unique needs of each hotel. Work alongside Central Services, GDS, and Sales to provide guidance on the optimization of tactics/strategy where needed. Support the development of Preferred Hospitality Solutions by identifying revenue optimization consulting opportunities for member hotels and assisting these projects where needed.

C.Provide strategic insight into channel, rate and distribution optimization during the contracting and implementation phase. Ensure the implementation timeline is achieved. Direct hotels to appropriate help resources and provide direct support as defined via the PHR Corporate Revenue Management Certification Process and focused on the unique needs of each hotel. May require assistance from more seasoned HRODs in the region.

D.Provide information to Regional Management on changes, enhancements and general updates on PHR central reservations system, distribution channels, distribution opportunities and ProTools. Implement as agreed upon. Participate in PHR monthly Regional Revenue Optimization calls. The Account Manager will contribute to the development of Preferred’s distribution strategy and may have regional responsibility for distribution channels.

E.Provide analysis to the Regional Director on overall reservation past and pace transaction data and profit including recommendations for channel maximization and improvements to hotel and PHR revenue. May require assistance from more seasoned HRODs in the region.

F.Present competitive market data for distribution channels to contribute to channel and revenue maximization in the region. Use of all room revenue data sources such as (but not limited to) Agency360, STR or Cvent to provide strategies to assist hotels in optimizing revenue. May require assistance from more seasoned HRODs in the region.

G. Work with Corporate and Group Sales to influence hotels to accept revenue-generating business based on hotel strategy. Encourage hotels to use PHR and other marketing opportunities (such as GDS or SEO) to maximize hotel revenue potential.

H. Complete requirements to maintain PHR Corporate Revenue Management Certification on an annual basis.

2.Member Relations, Retention and Support

A.Support the Regional Director as needed related to member services, retention of existing members, driving loyalty memberships and recruitment of new hotels.

B.Identify key decision makers and influencers at each hotel in order to build strong business relationships.

C.Maintain regular contact with all hotels in the region by personal visits, telephone, and regional meetings. Deliver all product training necessary.

D. Assist in the implementation phase of all new hotels in the region. The implementation phase would include a property visit, training and ongoing support.

E.With an in-depth knowledge of distribution, work with the hotel’s revenue manager for revenue improvement of member hotels and increased profits for PH&R.

F.Work in close collaboration with the Regional Director on the strategy and goals for the region.

G.Support the Regional Director with operational reviews of each hotel in the region on a regular basis with the revenue account manager or director and provide ad hoc support as required.

H.Support and sell PH&R brand and co-op programs within the region.

I.Provide timely scheduled and, as assigned, ad hoc status reports on areas of responsibility. 

J.Basic knowledge of CRS within 6 months and proficiency in Power BI.

K.I Prefer Program – develop knowledge of the program to support hotel engagement in Europe.

QUALIFICATIONS

Worker characteristics are normally acquired through the completion of a university degree program or related hotel/travel industry experience.

Completed and maintained PHR’s Corporate Revenue Management Certification. {this qualification can be waived for a new hire, with a requirement of completion within six months}.

Minimum eight years hospitality or travel industry experience including three years on-property or multi-hotel revenue management or hotel operations experience. 

Proven understanding of the principles of distribution, pricing and revenue management demonstrated through case study of own experience.

Sales, Reservations, Distribution, and/or Revenue Management experience preferred.

Knowledge of GDS and CRS systems.

Excellent relationship-building skills; customer service oriented; ability to manage multiple tasks; analytical ability to read statistical data; proven presentation skills. 

•Fluency in spoken and written Spanish and English. Other languages are a plus. 

•Outstanding communication and persuasion skills, both written and verbal.

•Competency in the use of business software for communications and presentations

•Strong business acumen, and analytical and multi-dimensional strategic-thinking skills required.

•High energy and commitment required.

•Strong teamwork and team-building skills required.

•Experience with global markets, cultural awareness and international “thinking” helpful

WORKING CONDITIONS

Workspace includes all required technology tools. The incumbent is seated most of the time when working. Travel 40-50% of the time as appropriate to support the overall expectation of the position.

PH&R REQUIRED TRAINING

1.PHR Orientation.

2.CRS Learning Center – self-paced learning.

3.Complete PHR and HSMAI Revenue Management Certification process within six months of hiring.

4.PH&R member hotels and team knowledge.

5.PH&R tools training – Outlook, CRM, Power BI, SynXis, PH&R member portals and other systems.

6.Education and guidelines of PH&R Brand Standards and all programs.

DISCLAIMER

The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.