Cluster Director of Revenue

Nestled in the heart of Nairobi since 1904, Fairmont The Norfolk is one of the city’s most iconic landmarks, where timeless elegance meets modern luxury. Set within serene tropical gardens, the hotel features 125 beautifully appointed rooms and suites designed to offer exceptional comfort while preserving its rich heritage. Over the decades, it has welcomed distinguished guests, global leaders, and travelers seeking refined hospitality in a setting that reflects Nairobi’s vibrant history. With award-winning dining, a heated outdoor pool, wellness facilities, and curated local experiences, the hotel offers guests both relaxation and a gateway to explore the city’s culture and nearby attractions. Committed to sustainability and excellence, Fairmont The Norfolk continues to blend historic charm with contemporary sophistication, creating memorable experiences for generations of visitors.

The Cluster Director of Revenue is responsible for leading their home hotel’s Commercial Strategy team in determining strategic vision. The Cluster Director of Revenue establishes goals and implements tactical efforts, with the goal of promoting revenue growth generation among key customer segments and revenue centers, and supporting the hotel's brand positioning and image. The role is responsible for data quality and analysis, providing gathered intelligence, and recommending revenue and e-commerce strategies to the Commercial Strategy team, as well as other corporate and ownership entities. In addition, the role ensures that inventory allocation and pricing parameters are positioned to support the overall revenue goals of the hotel, while assisting all stakeholders in maximizing profit. The role identifies and mentors RM talent in the home hotel.

As a Cluster Director of Revenue, you oversee two properties providing tactical advice, coaching and mentoring in the supported properties, with overarching goals the same as in your home hotel, through regular calls and visits. The role acts as a liaison for the Regional Director of Revenue Management, Regional Director of Sales and Marketing, and Regional Vice President overseeing their hotel and area.  

Summary of Responsibilities:

• Leads strategic planning and collaborates with all hotel profit generation teams to actively seek opportunities to drive incremental profit for Rooms, Restaurants, Spas, and other revenue streams.
• Effectively communicates a compelling Total Hotel Profit Optimization vision to all relevant property leaders, fosters Revenue Management Culture within the revenue generating departments of the hotel and teaches RM concepts within the hotel.
• Leverages Revenue Management analytics, technologies, processes, tools, and training programs to optimize hotel profits.
• Creates short- and long-term forecasts, that yield the best decisions on pricing and yielding tactics
• Participates in the annual budget process and produces long term projections, as required.
• Actively participates in ownership conversations and presentations.
• Monitors relevant economic, market, and competitive set indicators to derive insight-led profit generation strategies.
• Chairs and prepares materials for the weekly Revenue Management Meetings, following Brand guidelines.
• Maximizes room revenue contribution through a thorough understanding of all booking channels and management of inventory and rate therein.
• Optimizes pricing, promotions, and availability strategies through definition and management of all rates, rate levels, stay restrictions and other tactics, which are congruent with demand factors to target the most profitable customer segments to maximize profits.
• Directs and manages all channel distribution strategies. Evaluates new business opportunities related to booking channels.
• Collaborate with the Marketing team to execute measure, evaluate and improve digital marketing efforts, to support the hotel strategic marketing plans working within the established budgets.
• Together with the Marketing team, manages performance reviews with OTA/CTO partners, keeping up-to-date on each partner’s distribution options and extranet maintenance, to ensure optimal display of the hotel. Evaluates extranet enhancements.
• Optimizes opportunities to drive incremental revenues through upsell programs in all booking channels.
• System owner for RMS, CRS (ORS and TARS), Rate shopping system, Travel CLICK products and hotel specific platforms. Responsible for data quality and system hygiene, following Accor standards, recommendations and procedures.
• Oversees content management in all electronic channels, liaises with hotel Marketing team to ensure regular updates of images and descriptions of hotel, room brands, outlets and services are completed.
• Oversees relationship with GRC and Distribution services teams.
• Maintains relationships with local market competitors to keep informed of trends and news.
• Motivate, lead, coach and manage all aspects of team members’ performance towards achieving exceptional guest service and employee satisfaction results.
• Supports properties in revenue management where there is no or low coverage of revenue managers and/or revenue management skills on system usage and daily tasks
• Acts as a pilot property for new reports, tools, or systems prior to launch to the remainder of the field
• Reviews revenue SOP’s and monitor whether they are in place with properties
• First line support of revenue management related system usage for area hotels, and daily/weekly/monthly revenue tasks as per the Accor RM task list
• When strategic opportunities such as: pricing, business mix shift, allotment allocations change, or any topic which can have a significant impact on a property’s financial performance present themselves, escalate need for further review of RDRM
• Provides at minimum monthly updates to the RDRM on progress and findings within area hotels, and shares newly identified best practices
• Assists Area hotel GMs with performance evaluation feedback of DRM

• A bachelor's degree in fields like Hotel Administration, Business Administration, Finance, Marketing, or a related field is preferred.
• Minimum 4 years Director of Revenue Management experience in multiple hotels, or previous Area DRM experience outside of Accor

Skills & Attributes

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Strong communication skills, both verbal and written
• Dynamic can-do attitude
• Strong analytical skills and attention to details
• Presents a professional and polished appearance
• Effectively deal with guests and other team members
• Previous reservation experience highly preferred
• Experience with Ideas RMS, Opera PMS, Passkey, Delphi or Opera Sales and Catering preferred
• Possessing the trait of being organized and multi-tasking
• Ability to complete work within given deadlines
• Maintain confidentiality of proprietary information and protect company assets

Physical Demands

• This position requires the ability to focus attention on guest needs, remaining calm and courteous. Occasional standing, walking, lifting and carrying up to 20 lbs.
• Perform other reasonable job duties as requested.