Overview

The Revenue Optimization Specialist is a client dedicated role and is responsible for assigned operations support activities. This role has accountability to the Manager, Revenue Optimization and maintains close working relationships with Customer Support teams and other Onyx stakeholders including Client. The ROS is expected to perform all assigned activities are accomplished per SOP, expectations and agreed conditions with the client on additional collecting service.

Location

Spain

Scope

France

Span of Control

Reports to: Manager of Revenue Optimization

Roles/ Responsibilities

• Proactive and systematic monitoring, analysis and follow-up of (a) client data, (b) performance and (c) program compliance for defined client portfolio to optimize revenue, while potential issues are raised, and viable solutions are recommended and actioned both internally and with clients.
• Build and manage education and training sessions with clients to increase loyalty and client satisfaction.
• Assists with KPI-targeted activities.
• Organize and lead calls with clients to review hotel performance, raise issues and propose solutions with a proactive approach.
• Perform all account maintenance functions accurately and double check completed work for accuracy.
• Handle all manual tasks related to Operations on their respective tools and deliver according to set timelines /KPIs.
• Generate and deliver customer reports based on defined needs and schedules.
• Improve the quality of the data base (legal details, banking information, etc.).
• Identify application system issues and open tickets to the appropriate stakeholders.
• Liaise with internal departments for resolving service problems, proactively identifying possibilities for automation and efficiencies.
• Perform all accounting tasks such as, but not limited to matching payments from hotels, from Onyx, ensuring funds are matched before monthly/weekly payments to customers.
• Alerting and escalating on irregularities in any area of production.
• Proactively identify activities to improve performance of customers.
• Provide quality deliverables.
• Provide accurate status reports for management review.
• To communicate with the assigned customer(s) on behalf of Support Operations.
• Build a strong knowledge of our products and services and how clients can utilize these to meet their business goals.
• Ensuring operational excellence and high level of service to assigned clients.

Qualifications

 Minimum required:

• Fluent both in English & French
• Communication and Presentation Skills
• Proficiency in use of Excel
• Able to prioritize.
• Understanding systems process flows, data flow, file specification and ability to troubleshoot

Preferred:

• Excellent computer skills in Microsoft Windows
• Excellent Telephone/Call Skills
• Good understanding of the hospitality industry

Teamwork/Leadership/interpersonal Skills:

• Team player
• Results Oriented
• Problem solving/analysis
• Customer/Client focus
• Decision making
• Project Management

Organizational Interlocks

This position will work closely with internal stakeholders

Physical Demands/  Travel required

Work associated with this position is sedentary in nature and performed indoors at a desk either remotely or in an office setting.

Travel for this position is less than 10%.

This position is hybrid in office and remote.