Specialist, RM Solutions Support

Fairmont Hotels & Resorts
Join a dynamic team and be part of the Fairmont family – with 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.

Raffles Hotels & Resorts
The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future.  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. 

The Specialist, RM Solutions Support is a pivotal support role, reporting directly to the VP RM Systems and Solutions. This role is instrumental in ensuring the continuous improvement of support platforms and processes used by hotel, corporate RM Performance optimization, and corporate Distribution support teams. It enhances hotel team knowledge through maintaining and creating training and communication materials, curating the departments’ knowledge platforms, tracking roll out initiatives, and managing regular audits on hotel participation in provided options. 

The Specialist is responsible for the department’s administrative needs and platforms, including but not limited to tracking budget spend, processing invoices, monitoring contract renewal dates, managing the team call calendar and follow up on initiatives in discussion. They create summaries and update documents for communication to hotel teams and Senior Leaders. 

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

Essential Duties and Responsibilities — (Key Activities) 

Intranet & Knowledge Management 

• Owns the Revenue Management (RM) intranet pages, regularly auditing and updating all posted documents for relevance and accuracy. 

• Collaborates with RM and Distribution leads to identify and create new knowledge materials, ensuring their subject matter knowledge is presented in documents that are branded correctly. 

• 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  from RM and Distribution leads, formatting the material to fit into branding guidelines, 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, Distribution and the commercial division. 

• Manages departmental files and documents, ensuring accessibility, accurate records, and effective filing systems. 

• Builds and provides logistical support for the Pest 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, coordinating the revision of the question catalogue with commercial departments, and implementing updates on the online platform. 

• Coordinates the audit platform 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.  

Program & Project Management 

• Supports the planning, execution, and delivery of RM and Commercial projects, follows up on completion of milestones, and managing to communicated deadlines. 

• Supports development and maintenance of project plans, including risk assessments and stakeholder communication strategies.  

• Tracks agreed upon project KPIs and prepares executive-level reporting on project status, risks, and outcomes for RM leadership. 

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 resulting expense planning for RM vendors   

• Act as a liaison with the finance department to ensure all purchase requests and invoices are processed according to company policy, using required platforms and processes. 

• Updates the RM corporate team travel budget, monitoring and tracking team spends 

• Organize and coordinate team meetings, including agenda preparation, minute-taking, and follow-up on action items. 

Education and Experience:  

• 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 

Skills and Knowledge:  

• 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 audit documentation for spelling, grammar and tone of voice, ensuring compliance with brand standards. Capable of comfortably interacting 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, demonstrates curiosity and initiative in leveraging new technologies to simplify processes 

• 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. 

• Systems: Experience with Task Management software is an asset