System Health Coach - Revenue Management

Role Purpose

We are seeking a dedicated System Health Coach who will play a pivotal role in fostering strong relationships with users and regional leads. In this position, you will proactively engage with stakeholders to understand their needs and challenges, ensuring they receive the support and coaching necessary to excel.

You will monitor user engagement metrics to assess the overall experience and identify opportunities for improvement. By collaborating with the system health data team, you will gain valuable insights into user interactions, allowing you to tailor support initiatives effectively. Additionally, you will work closely with the learning and development team to ensure that our training modules are aligned with the evolving needs of our users.

Your feedback will be instrumental in guiding the product and N2Pricing teams in their ongoing development efforts, while your collaboration with the analytics team will help pinpoint areas for enhancement based on user feedback. By reviewing and analysing support tickets, you will identify trends and areas for improvement, ultimately contributing to a more seamless and effective user experience.

Ongoing monitoring of the systems to ensure continued optimisation of usage from users and improvements within the systems and identifying areas of improvements needed in calibration of the system or enhancements.

This System Health Coach will need to be fluent in Mandarin and English as they will liasing with clients and vendors who require that language skills.  

Key Accountabilities

• Proactively engage with users and regional leads to influence user behaviour. 
• Partner with the regional leads to identify where coaching or support may be required. 
• Monitor usage of the system across various metrics. 
• Engage with the system health data team to further understand insights that are being observed. 
• Work with the learning and development team to ensure that areas of need are reflected in the training modules. 
• Work with the product team and N2Pricing team to give rounded feedback and insights to support ongoing development of the tool.
• Engage with the analytics team where possible calibration of the system is needed. • Monitor and review the support tickets that are being opened to identify areas of need.

Education: 

Associate degree, Bachelor’s degree or technical institute degree/certificate or an equivalent combination of education and work-related experience (desirable, not essential)

Experience: 2-4 years progressive work-related experience within a revenue management function or similar environment, with demonstrated proficiency and understanding of the revenue management discipline. Good understanding of the way revenue management systems work either as a user or from the product side. 

Technical Skills and Knowledge 

• Demonstrated effective verbal and written communication skills in English and Mandarin for the purpose of providing information to clients, vendors, senior management and staff. Must be able to work effectively with General Managers, Director of Revenue, Regional team members. Possess strong relationship development/management skills. Conflict management/resolution and negotiation/persuasion skills critical. 
• Demonstrated ability to maintain a consistent, high quality customer-focused orientation, including providing clear, accurate information; explaining procedures or materials or providing supplemental information; anticipating problems or questions. 
• Demonstrated practical problem solving by developing solutions and/or follow-up plans to quickly resolve communications gaps with hotels, leadership and regional teams. 
• Demonstrated knowledge of hotel systems, programs and training principles and procedures. 
• Demonstrated ability to keep current with industry trends/changes. 
• Demonstrated analytical skills and ability to use the results of analysis to identify system issues or user behaviour changes