Manager Performance Optimization
- Serve as the N2Pricing SME, driving awareness, adoption, and effective utilization across the field.
- Monitor adoption, usage, and performance metrics to identify opportunities and close execution gaps.
- Partner with System Health Coaches and field teams to reinforce best practices and optimize system performance.
- Act as a bridge between field users and Product/System teams, providing actionable feedback to improve capabilities and user experience.
- Lead business readiness and adoption efforts for new commercial systems, enhancements, and releases.
- Support integration of Sales & Catering capabilities within pricing, revenue management, and commercial workflows.
- Maintain playbooks, SOPs, and operational standards to ensure consistent execution and a single source of truth.
- Partner with Engagement and Enablement teams to drive role-based training, communications, and upskilling initiatives.
- Release & Implementation Support: Support system upgrades, releases and business readiness activities including communications, training alignment and follow-up.
- Release & Implementation Support: Support system upgrades, releases and business readiness activities including communications, training alignment and follow-up.
- Roadmap Awareness & Product Feedback: Maintain working knowledge of GRS/Concerto and ReVision roadmaps; translate releases into impact summaries and readiness plans.
- Roadmap Awareness & Product Feedback: Maintain working knowledge of GRS/Concerto and ReVision roadmaps; translate releases into impact summaries and readiness plans.
- S&C Workflow Support: Identify and flag Sales & Catering process/system gaps impacting group and sales execution.
- S&C Workflow Support: Identify and flag Sales & Catering process/system gaps impacting group and sales execution.
- Playbook & Standards Maintenance: Keep playbooks, SOPs and job aids current; reinforce standard processes and usage expectations at scale.
- Playbook & Standards Maintenance: Keep playbooks, SOPs and job aids current; reinforce standard processes and usage expectations at scale.
- RevPAR, RGI, Direct/Digital & Loyalty Contribution, Group RGI Growth
- Revenue Capture ≥96%; Decision Adoption higher; Auto-Deploy ≥15%
- Non-Strategic Override Mix and System Non-Engagement lower
- Differential Rule Usage higher; adoption/productivity uplift; issue resolution, release adoption and playbook currency on-time/current
- Educational Requirements: Bachelor's degree in Business, Hospitality, Analytics or related field
- Experience: 4+ years in revenue management, commercial services, or hospitality systems/operations
- Experience: 2+ years in performance analysis, revenue optimization or field-support functions
- Experience with system rollouts, business readiness or commercial change management
- Technical Skills: N2Pricing/RM platforms; Revenue Capture, Decision Adoption, RGI, MPI, ARI, RevPAR; BI dashboards; GRS/Concerto roadmap; Salesforce/field-support tools
- Deep understanding of Commercial Services workflows and hotel operations
- Working knowledge of CXO service levels: Core, Plus and Signature
- Understanding of pricing, revenue management and system-enabled performance levers
- Ownership: N2Pricing execution/validation; performance and revenue opportunity identification; adoption monitoring/reporting; field issue resolution; playbook maintenance
- Accountable For: accurate and consistent system execution; Revenue Capture and adoption uplift; delivery of market/portfolio revenue opportunities; documentation currency
- N2Pricing execution and validation: Supports accurate change execution and workflow alignment.
- Revenue opportunity management: Uses N2Pricing/BI insights to identify and convert opportunities
- KPI diagnosis and adoption: Monitors Revenue Capture, Decision Adoption, auto-deploy and non-engagement metrics
- Field and system coordination: Documents, escalates and closes loop on issues and feedback
- Readiness and standards: Supports releases, playbooks, SOPs and job aids
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