The HVO IRM Support Specialist II partners
with Revenue Managers and contributes to the overall execution of IRM
strategies, with the optimization of inventory across all segments, maximizes
revenue for the company and implements inventory allocation strategies.
It maintains the accuracy of Owner and rental reservations, resort occupancies
and overall inventory availability across multiple, proprietary systems.
It prepares critical reports used for strategic decision making. It evaluates
inventory requested by business customers and completes necessary reservations.
It works directly with Resort Operations in the timely and effective resolution
of owner and guest issues.
Success in this position is accomplished
through an understanding of overall business operations, department policies
and procedures.
Follow all company and safety and security policies
and procedures; ensure personal appearances are clean and professional.
Maintain confidentiality of proprietary information and protect company assets.
Report accidents, injuries, and unsafe work conditions to manager. Speak
with others using clear and professional language; answer telephones using
appropriate etiquette. Prepare and review written documents accurately
and completely; read and visually verify information in a variety of formats.
Comply with quality assurance expectations and standards.
Develop and maintain positive working relationships with others, support team
to reach common goals, and listen and respond appropriately to the concerns
of employees. Move, lift, carry, push, pull, and place objects weighing less
than or equal to 10 pounds without assistance. Perform other reasonable job
duties as requested by Supervisors.
Inventory & Revenue Management
Support
Acquire and maintain advanced level of knowledge
and expertise, for all Inventory & Revenue Management systems and processes
related to support team functions.
Analyze historical and future
data to identify gaps and obstacles that will negatively affect our business
goals, make recommendations to Revenue Managers, and implement approved
recommendations.
Prepare and execute reports associated
with inventory forecasts to Revenue Managers that provide a detailed summary
of inventory, including arrival and departure data, to support Resort Operations
staffing levels.
Execute, analyze, and deliver critical reports
to Revenue Managers in a timely manner including, but not limited to Pace,
Pickup, and additional reporting as needed.
Ensure all
guaranteed reservations within the property management system are validated
including the daily processing of balancing inventory between the different
inventory management software systems.
Maintain the daily
balance of inventory availability across different inventory management software
systems including, but not limited to Timeshare Ware, Reserve, RCC and
I Hotelier, by analyzing and cross-referencing the data contained in
these systems.
Identify inventory opportunities
for straight-line availability, breakage/risk that impacts Owner, Preview
and Rental. Execute resolution in all applicable systems so that inventory
is optimized for Revenue Managers to monetize for the organization.
Initiate communications with Resort Operations to ensure that inventory
and reservation related data remain in balance within all inventory management
software systems.
Provide support during disaster related
situations in the generation of unique reports and data.
Collaborate with Resort Ops partners in the clarification of processes
to reduce work generated by errors and inaccuracies in process.
Partner with the IRM Revenue Management team by learning and becoming
responsible for a variety of tasks performed by Revenue Managers.
Assist IRM Revenue Management with removing and resorting Maintenance
and Out of Service units from inventory in RCC, Reserve, Timeshare Ware
or applicable inventory management software.
Capture
and validate nightly maintenance actuals from assigned property’s Resort
Operations to ensure accurate reporting within all inventory management software
systems which impact organizational strategic decisions.
Align
with corporate directives and processes outlined, utilize tools and/or resources
optimally, and implement restriction strategies effectively.
Adapt to legacy nuances in support of all 25 resorts across 2 legacy
brands to efficiently produce standardized reporting data.
Own
and manage all activities associated with booking consortia and/or group lists
including allocation of inventory into applicable Timeshare Ware Group module,
I Hotelier Groups module, Reserve, or RMT Groups entering guest lists
and providing the front office with any applicable information to ensure
a seamless check-in and check-out process.
Communicate
with Accounting as needed to provide additional research
for chargebacks.
Communicate with Group and Rental Sales
to ensure accuracy between various stakeholders.
Utilize
multiple inventory related applications including, but not limited to IROAM,
Timeshare Ware, Reserve, RCC, RMT, and I Hotelier to successfully perform
inventory optimization.
Complete the quarterly audit
of reservations and applied usages created by the automated Owner Usage
and Legacy Reservation function in Timeshare Ware for Deeded, Fractional and HRD
owners to ensure reservations are correctly made, creating any reservations
that could not be processed due to system rules, and evaluate any discrepancies
by partnering with Information Technology
Coordinate
with Revenue Manager and/or Director to complete Exchange company (II or RCI)
deposit forms and complete the inventory movements in Timeshare Ware Admin, RCC
or applicable Revenue Management application based on the Exchange planning
report.
Coordinate with Central Rooms Controller to complete
room blocking and/or room moves at assigned properties when needed.
Review Foreclosure Report and assist Reservation Support Team by updating
Rental Inventory in RCC and Reserve based on status and unit
availability.
Process and respond to inquiries regarding Guest
Stay Certificates, issued by the resorts as a means of compensation, following
the terms and conditions of the certificate and acting in the best interests
of our owners and company.
Assisting Owner Services
Administrative Team with correcting and creating reservations where inventory
rules and/or system rules require the override from the Inventory & Revenue
Management team, such as missed deeded reservations not in system, incorrect
arrival day, or deeded float reservations.
Knowledge-share
with peers to positivity impact overall departmental results, including
conducting training, job shadowing and sharing best practices.
Operational Support
Maintain documented
resources and reports used within the department.
Support
the department in the achievement of business results by identifying process
enhancements, raising associate engagement levels, and positively contributing
to the team’s overall culture.
Policies
And Procedures
Maintain confidentiality of proprietary
materials and information.
Protect the privacy and security
of customers and co-workers.
Follow company and department
policies and procedures.
Proactively research and investigate
issues related to the management of inventory. Take action to rectify.
Involve leadership when necessary.
Protect company tools,
equipment, machines, or other assets in accordance with company policies
and procedures.
Perform other reasonable job duties as requested
by Supervisors.
Communication
Discuss work topics, activities, or problems with co-workers,
supervisors, or managers using proper discretion.
Ensure regular
ongoing communication within all areas of responsibility to create awareness
of business objectives and communicate expectations, recognize performance,
and produce desired business results.
Compose routine
correspondence and reports, such as e-mail, spreadsheets, etc.
Effectively communicate Inventory & Revenue Management philosophies
as they pertain to recommended strategies to property staff and other department
stakeholders.
Working With Others
Treat all employees and customers with dignity and respect.
Develop and maintain positive and productive working relationships
with other employees and departments, promoting an environment
of teamwork.
Handle sensitive issues with employees and/or
guests with tact, respect, diplomacy and confidentiality.
Represent IRM cross-functionally with Resort Operations teams and other
business partners as necessary.
Participate in community service
events sponsored by Marriott Vacations Worldwide to build teamwork and enhance
community relationships such as Children’s Miracle Network (CMN).
Documentation/Reporting
Use computer
systems and software packages to input, access, modify, store, or output
information.
Enter and retrieve data from computer systems
using a keyboard, mouse or trackball.
Utilize and create
documents in Excel, Word, Outlook and other Microsoft applications.
Perform tasks using the applicable Inventory & Revenue Management
software.
Office Equipment
Transmit information or documents using mail, scanner, or facsimile
machine.
Operate standard office equipment other than computers
such as telephone, scanner, fax, photocopier, calculator, and electronic
peripherals.
Keep office equipment in working order and contact
service representatives to correct problems with office equipment, including
following up to ensure the problem is corrected.
Maintain office
areas (e.g., cubicles, storerooms, conference rooms, etc.), including calling
housekeeping and maintenance when needed.
Enter and locate
work-related information using computers and/or other methods.
Move, lift, carry, push, pull, and place objects weighing less than
or equal to 10 pounds without assistance.
Comply with quality
assurance expectations and standards.
Specific
Candidate Profile
Education / Experience
High school diploma / G.E.D. equivalent required.
2-year
college degree required.
Minimum of 1-year related work
experience.
OR
High school diploma / G.E.D.
equivalent required.
Minimum of 1-2 years MVW experience,
preferably in Inventory & Revenue Management, Resort Operations, Owner
Services or Finance & Accounting or 2-3 years related work
experience.
Work Hours
Available
to work a flexible schedule including evenings, weekends, and holidays.
Limited travel may be necessary.
Skills/Attributes
Personal Attributes
Integrity
Dependability
Positive Demeanor
Presentation
Initiative
Stress Tolerance
Adaptability/Flexibility
Interpersonal Skills
Teamwork
Leadership
Customer
Service Orientation
Diversity Relations
Communications
Telephone Etiquette
Skills
English Language Proficiency
Communication
Writing
Listening
Applied Reading
Organization
Detail Orientation
Multi-Tasking
Time
Management
Planning and organizing
Analytical
Skills
Computer Skills
Learning
General Administration
Typing
Filing
Computer Software
Moderate
proficiency with Microsoft Office applications
Revenue
Management systems preferred.
Hyatt Vacation Ownership is
an equal opportunity employer committed to hiring a diverse workforce
and sustaining an inclusive culture.
This position is at
a location where Hyatt is not the employer. The employer of individuals working
at this hotel may be a third-party management company that is responsible
for all employment benefits and obligations at this location.
