E-Commerce Executive

JOB OVERVIEW
Responsible for driving hotel’s performance through digital channels, developing and implementing hotel Distribution channel strategies across Brand and Local Websites (WEB), Global Distribution Systems (GDS), Online Travel Agents (OTAs) and other channels to increase revenue through system contribution.

Become the key influencer of channel shifting, champion of hotel’s Digital Marketing and create hotel awareness around the value of booking through IHG channels.

DUTIES AND RESPONSIBILITIES

E-COMMERCE
• Manage all online activities in relation to traffic, sales & opportunity generation, business conversion, guest retention and guest communication
• Develop and implement strategies to improve performance of IHG tools and channels (Brand and local websites, mobile app, Group booking tool…)
• Collaborate with marketing team to improve content quality and traffic acquisition. Ensure Content and Images are up to date, relevant across all channels and partner websites
• Responsible for creating and implementing hotel’s SEO & SEM strategies
• Research market and discover new trends, guest preferences and technologies in order to improve website traffic, hotel performance and guest experience
• Analyze distribution channel data to deliver revenue driven solutions and strategies
• Develop promotion calendar, participate in IHG global / regional campaigns, oversee the progress of these campaigns and share the outcomes
• Build strong relationships with OTA’s market managers with the purpose of improving the content score, ranking, parity and booking conversion
• Review and update the management team regarding the channel performance. Highlight risks, opportunities, strengths, weaknesses and provide recommendations
• Responsible for utilizing, maintaining and improving online guest communication tools (responding to online reviews, responding to OTA live requests, pre / post / in-stay E-Mails…)
• Expand hotel’s Digital Marketing strategies to other areas of opportunities (ex. Electronic Billboards, Social Media, TV / Radio / SMS / Content / E-Mail / Affiliate / Video / Mobile marketing…)

REVENUE MANAGEMENT
• Provide analytical & system management support to Director of Revenue
• Monitor the input accuracy of data (market segmentation, channel source, market source…)
• Collect, integrate and study online market and competition data on a daily basis
• Assist Director of Revenue in maintaining the rate and availability parity across all channels

OTHER RESPONSIBILITIES
• Embrace the IHG Vision, and actively share it with your colleagues, friends and family to live it
• Maintain close liaison with Regional Commercial team and other IHG properties to ensure the hotel receives proper corporate consideration, direction and support
• Collaborate with and provide information to other departments on activities within and outside the hotel which may be useful when working with guests
• Confident to execute emergency procedures in crisis situations
• Support to make the work environment a safe and secure place to work
• Participate in creating awareness, building up hotel’s and IHG’s reputation in the local community
• Contribute towards creating a sustainable “Green” hotel and assisting in communicating this to the community
• Perform any other duties which may be assigned by the management from time to time.

ACCOUNTABILITY
Key Metrics –
• Hotel’s Revenues
• Hotel’s ADR
• Transient percentage mix and revenue
• OTAs’ content score
• Rooms Performance against the Competition (STR - Smith Travel Research)
• Hotel Content Manager score
• Number of leads generated from online channels

Decision Making Responsibilities (Decision Rights) –
• Matters pertaining to E-Commerce & Revenue Management in the Hotel
• Within the authority as assigned for Hotel Band 7 role

QUALIFICATIONS AND REQUIREMENTS
Bachelor’s degree or Diploma in Marketing, E-Commerce, Hotel Management, Business Administration, or related field preferred, or 1 year of relevant experience or an equivalent combination of education and work-related experience.

This job requires ability to perform the following:
• Microsoft Office: Proficient use of Microsoft PowerPoint / Word / Excel…
• Languages: English is a must, knowledge of other languages is an advantage
• Communication skills: Professional tone & attitude for both written and verbal communications when interacting with customers, colleagues and third parties that reflect positively on the hotel, the brand and the owning company
• Business minded: Knowledge of effective hotel pricing concepts, yield management optimization, selling strategies and ability to determine which concepts to apply in given market conditions.
• Other abilities: Problem solving, analytical, critical thinking, reasoning, self-motivation, organizational, presentation and training

- Attractive salary and benefit package
- International training & development programme and career growth at the world’s largest luxury hotel
- Duty meal and laundry service for uniform

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