Cluster Commercial Executive

Location: 131 Le Duan, Cua Nam, Ha Noi
Position Purpose
The Cluster Commercial Executive supports the Cluster Commercial Director in driving system adoption, process standardization, and operational consistency across all hotels within the cluster. This role acts as a key coordinator to identify process gaps, deliver training, and ensure effective use of commercial systems across Sales and Commercial teams.
Additionally, the role assists in managing distribution channels, maintaining rate parity, and supporting reservation operations to ensure optimal commercial performance and guest satisfaction.
Key Responsibilities
1. System Adoption & Process Optimization
• Support the Cluster Commercial Director in ensuring consistent adoption of commercial systems across all hotels.
• Identify process gaps, inefficiencies, and operational loopholes within Sales and Commercial workflows.
• Propose and implement structured action plans to improve system usage and compliance.
• Develop and deliver practical training sessions for both new and existing team members.
• Act as a go-to resource for system-related knowledge and troubleshooting.
2. Training & Team Support
• Provide hands-on guidance to Commercial and Sales teams on system usage and best practices.
• Ensure onboarding of new team members is smooth and aligned with cluster standards.
• Create training materials and SOPs to drive consistency across properties.
3. Distribution Channel Management
• Assist the Cluster MarCom Manager in managing room distribution across key platforms, including:
o OTAs: [protected info], Expedia, Agoda, [protected info], Traveloka
o B2B partners: Hotelbeds, Webbeds, etc.
• Monitor channel performance and ensure accurate content, availability, and rate loading.
4. Rate Parity & Distribution Health
• Utilize tools such as Fornova to identify and analyze rate disparities.
• Investigate root causes and coordinate with internal teams and external partners to resolve issues.
• Ensure optimal rate parity and maintain strong distribution health scores.
5. Reservation Support
• Handle key reservation tasks, including:
o Processing direct bookings (Wholesale, Corporate, Group, Permanent segments)
o Managing booking amendments and special requests
o Following up on payments according to booking terms
• Ensure accuracy, timeliness, and compliance with property standards.
Key Performance Indicators (KPIs)
• System adoption rate across cluster hotels
• Reduction in process gaps / operational inconsistencies
• Training effectiveness and team competency improvement
• Rate parity score and distribution health (via Fornova)
• Accuracy and turnaround time for reservation processing
• OTA/B2B channel performance and compliance