Company Description Raffles Hotels & Resorts

Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment. Its timeless elegance, refined manners and spirit of generosity ensure that every visitor arrives as a guest, leaves as a friend and returns as family.

Fairmont Hotels & Resorts

Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe, stretching from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates.

Job Description The RM Programs Manager is a pivotal support role, reporting directly to the VP RM Systems and Solutions. This role is instrumental in ensuring the continuous improvement of Revenue Management (RM) discipline practices and enhancing hotel team knowledge through robust program and project management.

The Manager is responsible for maintaining and evolving the department's knowledge platforms, developing key documentation, and coordinating strategic cross-functional initiatives.

This position requires a highly organized, detail-oriented individual with strong communication skills, capable of managing multiple projects and interacting effectively with diverse stakeholders across global corporate and hotel teams.

Key Responsibilities Program & Project Management

• Coordinates the planning, execution, and delivery of RM and Commercial projects, including setting milestones, and managing deadlines.
• Supports development and maintenance of comprehensive project plans, including risk assessments and stakeholder communication strategies.
• Tracks project KPIs and prepares executive-level reporting on project status, risks, and outcomes for RM leadership.

Intranet & Knowledge Management

• Owns the Revenue Management (RM) intranet pages, regularly reviewing and updating all posted documents for relevance and accuracy.
• Collaborates with RM and Distribution leads to identify and create new knowledge materials, ensuring alignment with system enhancements and brand guidelines.
• Moderates RM community chat groups (Teams and WhatsApp), ensuring information relevance and re-directing inquiries to appropriate resources.
• Develops and distributes the RM & Distribution Newsletter, including solicitation of content collection, and mailing list management.
• Regularly maintains and updates RM mailing and distribution lists to ensure accuracy.

Training & Documentation Development

• Assists in the creation, maintenance, and delivery of training materials, standard operating procedures (SOPs), guidance documents, and presentations related to RM or the commercial division.
• Manages departmental documentation, ensuring accessibility, accurate records, and effective filing systems.
• Builds and provides logistical support for the RevUP Best Practice Sharing Program, including calendar management, content solicitation, and communication.

Audit & Compliance Coordination

• Manages the semi-annual Commercial Self-Audit process, including tracking enhancement requests, revising the question catalog with commercial departments, and implementing it on the online platform.
• Coordinates the audit rollout to hotels, and provides participant training and support.
• Generates consolidated results overview for corporate commercial teams post audit completion.
• Continuously evaluates online platform capabilities and liaises with vendor on enhancements.

Vendor & System Access Management

• Maintain updated records of all Purchase Orders and invoices.
• Provide vendor onboarding support, ensuring adherence to internal reviews with Procurement and Legal.
• Serve as central support for managing and regularly auditing hotel super user and corporate RM team access to standard platforms.
• Assist in the solicitation and evaluation of alternative solutions and platforms as needed.

Financial & Administrative Support

• Manage billing and forecasting for the STORM team.
• Act as a key liaison with the finance department to ensure all purchase requests and invoices are processed according to company policy.
• Manage the RM corporate team travel budget, monitoring and tracking team spends to ensure alignment and identify discrepancies.
• Organize and coordinate team meetings, including agenda preparation, minute-taking, and follow-up on action items.

Qualifications

• 2-3 years of administrative experience, including demonstrated experience in creating training content and presentations.
• 1-3 years of project management experience, specifically managing multiple projects with competing deadlines.
• Bachelor's degree in Hotel Business Administration, Revenue Management, Hotel Operations, or a related field an asset
• Exceptional Organizational Skills: Highly organized with a proven track record of managing multiple projects efficiently and developing systematic approaches to information management. Ability to translate external or new information into Raffles and Fairmont methodologies and processes.
• Strong Communication: Excellent written and verbal communication skills in English, with the ability to comfortably interact with diverse stakeholders and senior leadership.
• Advanced Computer Proficiency: Expert-level Microsoft Office skills (Excel, Word, PowerPoint) to create high-quality, visually engaging documentation within brand guidelines.
• Analytical & Critical Thinking: Demonstrated ability to gather, organize, and analyze information using logical and systematic processes.
• Entrepreneurial Mindset Ability to generate innovative ideas and creative solutions to challenges.
• Collaboration & Interpersonal Skills: Proven ability to effectively interact and build relationships with internal teams and hotel team members.
• Attention to Detail & Multi-tasking: Meticulous attention to detail combined with strong time management and multi-tasking abilities to meet competing deadlines.
• Reading Comprehension: Capability to understand contractual agreements and identify areas for improvement in work-related documents.
• Revenue Management Knowledge (Asset): Familiarity with total hotel revenue management concepts, and/or hotel operational processes is an asset.

Additional Information

Our Commitment to Diversity & Inclusion: we are an inclusive company and our ambition is to attract, recruit and promote diverse talent.