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Business Analyst
3 months ago
Description de l'entreprise
Sofitel Marrakech Palais Imperial & Spa
Conçu dans un style contemporain, l'hôtel 5 étoiles Sofitel Marrakech P I & Spa est un espace de calme et de volupté au milieu d'un somptueux jardin avec vue sur les montagnes de l'Atlas.
Description du poste
- Epauler la Directrice RM dans ses missions et projets
- Assurer l’intérim en cas d’absence de la Directrice RM
- Assurer la prise de réservation par téléphone, fax ou internet ainsi que toutes les opérations qui s'y rapportent
- Gérer les demandes des clients (Compte stratégiques, client VIP et Top vip) et fidélisation des clients sunshine post réclamations : contact pour leur réservation et supervision de leur expérience client, personnalisation et anticipation de leur demande
- Prendre activement part aux présentations commerciales, aux visites des sites et aux rencontres des clients
- Elaboration de la tarification, contrat de distribution, ventes directes
- Augmenter la visibilité des 2 hôtels et les points de ventes sur les principaux marchés auprès des distributeurs virtuels
- Mesurer la performance sur les différents sites en termes de nouvelle exposition, double exposition, Mise à jour et mise en avant
- Etudier, examiner et analyser l'environnement concurrentiel, tendances du marché ainsi que le besoin et les commentaires des clients afin de faire preuve d'initiative et de s'adapter judicieusement sur le plan stratégique
- Préparer, exploiter et compiler les données destinées aux comptes rendus quotidiens, hebdomadaires et mensuels, aux objectifs annuels, au budget des ventes et marketing, aux prévisions et autres compte-rendu conformément aux instructions et au besoin
- Mettre au point des actions marketing et évaluer l'efficacité des programmes et des stratégies en place
- Veiller au respect de la politique et stratégie tarifaire de la marque Sofitel
- Gérer et diriger avec la Directrice RM les activités de publicité, de relation publique et de promotion
- Veiller à la satisfaction client tout en restant compétitif sur le marché et performant sur le plan financier
- Evaluer l'évolution du besoin des clients, de la composition de la clientèle, l'évolution du portefeuille de l'activité afin de proposer les changements opérationnels qui s'imposent le cas échéant
- Communiquer efficacement avec les autres services et interagir avec les membres de l'équipe afin de garantir au client la qualité de prestation attendue
- Gestion du PMS, Tars et extranet des distributeurs et centrales de réservation
- Suivre et contrôler des réservations : Rate check, sur classement, annulation, no shows
- Analyser le taux d'occupation, le prix moyen et le REVPAR,
- Optimiser le taux de remplissage et le prix moyen par chambre
- Établir une stratégie pricing et de vente en collaboration avec le Directeur général et le directeur commercial,
- Élaborer les budgets prévisionnels en collaboration avec le directeur commercial et en approbation par le directeur général
- Analyser et surveiller KPIS de l'hôtel afin d'identifier les opportunités d’augmenter les revenus des chambres et des autres départements opérationnels
- Être responsable du bon fonctionnement de tous les systèmes et outils de gestion des revenus des chambres et autres prestations
- Coordonner avec l'équipe commerciale pour déterminer des offres tarifaires attractives et engageantes
- Prospecter les sites distributeurs virtuels
- Apporter un soutien stratégique et tactique au département F&B, qui comprend les restaurants, les bars et le banquet
- Participer au recrutement des clients ALL et suivre directement les recrutements de son équipe
- Alimenter la base de données des préférences clients
- Participer à la stratégie adoptée par le groupe ACCOR et le propriétaire
- Contribuer à l’amélioration du score RPS de l’hôtel
- Répondre et gérer les réclamations clients
- Respecter les standards et procédures interne du groupe ACCOR et du propriétaire
- S’assurer directement de la satisfaction client
