IRM Support Specialist - HVO

Position Summary

The HVO IRM Support Specialist II partners with Revenue Managers and contributes to the overall execution of IRM strategies, optimizing inventory across all segments. The role 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, evaluates inventory requested by business customers, completes necessary reservations, and works directly with Resort Operations to resolve 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.

• 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…