Application Support Specialist

Hvo Irm Support Specialist Ii

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

Core Work Activities

Inventory & Revenue Management Support

• 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 IROAM, Timeshare Ware, Reserve, RCC, RMT, and I Hotelier to successfully perform inventory optimization.
• Complete the quarterly audit of reservations and applied usages created by the automated Owner Usage and Legacy Reservation function in Timeshare Ware for Deeded, Fractional and HRD owners to ensure reservations are correctly made, creating any reservations that could not be processed due to system rules, and evaluate any discrepancies by partnering with Information Technology
• Coordinate with Revenue Manager and/or Director to complete Exchange company (II or RCI) deposit forms and complete the inventory movements in Timeshare Ware Admin, RCC or applicable Revenue Management application based on the Exchange planning report.
• Coordinate with Central Rooms Controller to complete room blocking and/or room moves at assigned properties when needed.
• Review Foreclosure Report and assist Reservation Support Team by updating Rental Inventory in RCC and Reserve based on status and unit availability.
• Process and respond to inquiries regarding Guest Stay Certificates, issued by the resorts as a means of compensation, following the terms and conditions of the certificate and acting in the best interests of our owners and company.
• Assisting Owner Services Administrative Team with correcting and creating reservations where inventory rules and/or system rules require the override from the Inventory & Revenue Management team, such as missed deeded reservations not in system, incorrect arrival day, or deeded float reservations.
• Knowledge-share with peers to positivity impact overall departmental results, including conducting training, job shadowing and sharing best practices.

Operational Support

• Maintain documented resources and reports used within the department.
• Support the department in the achievement of business results by identifying process enhancements, raising associate engagement levels, and positively contributing to the team's overall culture.

Policies And Procedures

• Maintain confidentiality of proprietary materials and information.
• Protect the privacy and security of customers and co-workers.
• Follow company and department policies and procedures.
• Proactively research and investigate issues related to the management of inventory. Take action to rectify. Involve leadership when necessary.
• Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
• Perform other reasonable job duties as requested by Supervisors.

Communication

• Discuss work topics, activities, or problems with co-workers, supervisors, or managers using proper discretion.
• Ensure regular ongoing communication within all areas of responsibility to create awareness of business objectives and communicate expectations, recognize performance, and produce desired business results.
• Compose routine correspondence and reports, such as e-mail, spreadsheets, etc.
• Effectively communicate Inventory & Revenue Management philosophies as they pertain to recommended strategies to property staff and other department stakeholders.

Working With Others

• Treat all employees and customers with dignity and respect.
• Develop and maintain positive and productive working relationships with other employees and departments, promoting an environment of teamwork.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy and confidentiality.
• Represent IRM cross-functionally with Resort Operations teams and other business partners as necessary.
• Participate in community service events sponsored by Marriott Vacations Worldwide to build teamwork and enhance community relationships such as Children's Miracle Network (CMN).

Documentation/Reporting

• Use computer systems and software packages to input, access, modify, store, or output information.
• Enter and retrieve data from computer systems using a keyboard, mouse or trackball.
• Utilize and create documents in Excel, Word, Outlook and other Microsoft applications.
• Perform tasks using the applicable Inventory & Revenue Management software.

Office Equipment

• Transmit information or documents using mail, scanner, or facsimile machine.
• Operate standard office equipment other than computers such as telephone, scanner, fax, photocopier, calculator, and electronic peripherals.
• Keep office equipment in working order and contact service representatives to correct problems with office equipment, including following up to ensure the problem is corrected.
• Maintain office areas (e.g., cubicles, storerooms, conference rooms, etc.), including calling housekeeping and maintenance when needed.
• Enter and locate work-related information using computers and/or other methods.
• Move, lift, carry