Pyramid Hotel Group

  • Reservations Revenue Analyst

    Hotel/Resort Name Sheraton Charlotte Hotel
    Posted Date 5 months ago(11/8/2018 1:38 PM)
    Location : Company Name
    Pyramid Hotel Group
    Position Type
    Regular Full-Time
    # of Openings
    Requisition ID
  • About Us

    The extensively renovated and award-winning Sheraton Charlotte Hotel provides a picture-perfect backdrop against which to explore the sights and sounds of Uptown Charlotte, NC.

    Whether you're joining us for business or pleasure, you'll be welcomed by modern style and impeccable service, providing for a truly special experience among Charlotte, NC hotels. 305 spacious guest rooms and suites feature flat-screen TVs, complimentary Starbucks® coffee, and our Sheraton Signature Beds. The Charlotte Convention Center is within walking distance, for guests attending events there. And for those interested in exploring Uptown Charlotte, there's simply no better destination than our hotel; we're just moments away from attractions including Discovery Place, South End historic district, and the Bank of America Stadium.


    Manage the daily operation of the Reservations Department, ensuring outstanding customer service, enforcement of hotel policies and procedures, and proper selling techniques designed to overall hotel revenue. Implement selling strategies and inventory restrictions that capture the optimal revenue producing business for the hotel.


    • Train and manage the Reservation Sales Department staff, ensuring that proper selling strategies are sold and all standard operating procedures are in place and adhered to.
    • Using Demand Tracking Analysis information, create accurate future unconstrained demand forecasts and capacity forecasts. When demand is projected to exceed capacity, implement appropriate inventory restrictions to capture optimal revenue customers (based on arrival date, average rate and length of stay).
    • Responsible for addressing and resolving all customer service issues in a positive manner.
    • Handle overflow reservation calls when necessary to provide optimal customer service and minimal hold time.
    • Assist the Director of Revenue Management in report preparation. Facilitate completion of Competitive Pricing Analysis and compilation of turndown data. Manage office paper flow.
    • Coordinate and facilitate ongoing reservation department sales and technical training, ensuring outstanding customer service, excellent reservation sales skills and optimal agent productivity.
    • Implement daily room night, average rate and turndown tracking as outline in Starwood Strategic Sales Plan.
    • Prepare agenda critiques, tracking competitive analysis and future strategies for presentation at the weekly Revenue Management Strategy Meeting
    • Answer overflow reservation calls when necessary to provide optimal customer service and minimal hold time.
    • Manage reservations functionality of Property Management System to maintain accurate coding and reporting processes.
    • Coordinate all group activity and information, including of rooming lists, advance deposits and group resumes.
    • Professional represents the hotel by participating in client and industry functions (preconvention meetings, guest receptions, industry events, etc.).
    • Develop working relationships with managers in the Group and Catering Sales offices and Front Desk areas providing information on remaining group block availability, VIP reservations, suite blocking, special requests, pre-booking, billing set-up, etc.
    • Continually monitor actions of competitive hotels (product quality improvements, supply changes, pricing struggles, service offerings, etc.)


    The individual must possess the following knowledge skills and abilities and must be able to explain and demonstrate that he or she can perform essential functions of the job with or without reasonable accommodation, using some other combination of knowledge, skills and abilities:

    • High school or equivalent education is required. Bachelor’s Degree preferred.
    • One year supervisory or management experience with a minimum of six months of Reservation Sales or related discipline experience required.
    • Marriot/Starwood experience preferred, but not required
    • Extensive knowledge of competitive hotels (upper, direct and lower tier).
    • Effective ability to supervise and motivate staff to maintain optimal department operation and staff development
    • Complete knowledge of hotel rooms and meeting related services available to guests.
    • Ability to communicate effectively with internal and external customers exercising patience, tact and diplomacy.
    • Must possess basic computational ability.
    • Must possess computer skills, including, but not limited to Microsoft Word and Excel.
    • Math skills as well as budgetary analysis capabilities required.
    • Ability to operate the Central Reservations and Property Management Systems for the purposes of creating, changing and cancelling reservations, pre-blocking postings no shows, reconciling travel agency commissions, etc.
    • Ability to use/manipulate the Call Tracking System for scheduling purposes, ensuring optimal staffing and productivity.
    • Comprehension of the reservation sales process.                                                                                                                                                                                                                                                             Essential:This job requires ability to perform the following:
    • Must be able to speak, read, write and understand English.
    • Requires good communication skills, both verbal and written.
    • Most tasks are performed in a team environment with the employee acting as team leader. There is minimal direct supervision.
    • Desire to participate as part of a team.
    • Ability to manage department budget.
    • Analytical approach to problem solving.
    • Ability to deliver training.
    • Ability to prepare, implement and update the Strategic Sales Plan.
    • Present ideas, expectations and information in a concise, well organized way.
    • Use effective listening skills.
    • Manage group or interpersonal conflict situations effectively.
    • Manage time well, correctly prioritizing tasks.
    • Identify positive public relations and teamwork opportunities.
    • Follow the principles of CARE and the Four Disciplines of Associate Success.


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