|Coordinator, Channel Mngmt|
Provide hotel data and channel management services for all Choice hotels worldwide. This includes providing superior support desk assistance to Choice franchisees and staff, including timely and accurate information to ensure hotels are accurately represented throughout the Choice distribution network. This also includes researching and troubleshooting matters related to Choice data and distribution networks, responding to inquiries regarding marketing and sales practices for all Choice distribution channels, and acting as a liaison between the hotel and the distribution channels. Additionally, the position is responsible for ensuring hotel data is accurate by ensuring the effective and efficient distribution of the data from the Choice CRS throughout the Choice distribution network (ChoiceHotels.com, direct distribution sites, Global Distribution Systems (GDS), and third-party travel websites and channels.
This position has no direct reports.
III. PRIMARY DUTIES AND ACCOUNTABILITIES % of Time Essential (E)
Answer Support Desk phone calls and emails. Provide superior service by acting as a trusted resource for Choice Franchisees and staff seeking assistance with all matters related to Choice data and distribution networks. Researches and troubleshoots specific hotel issues, documents issues using the Remedy and/or myService ticketing system, and continually communicates with the customer from the time of the initial request through resolution.
Ensures hotel data for Choice hotels across the world is accurate and up-to-date using internal data management tools such as RSS, GDS interfaces, and extranets. Monitors the Choice distribution network to verify property data and rates are accurately represented and positioned throughout the Choice distribution network.
Monitors GDS channels and maintains an extensive understanding of Choice distribution network. Aid and assist travel agent inquires within the GDS. Reconcile corrupted GDS reservations.
Documents and communicates technical, content, and compliance changes or issues within specific channels to appropriate stakeholders (internal or external).
IV. EDUCATIONAL BACKGROUND, EXPERIENCE & SKILLS
High school diploma or general education degree (GED).
Two years experience working in a customer service/customer-facing capacity.
Proficient in Windows environment.
Proficient in use of MS Office software applications such as Outlook, Excel, and Word.
Proficient in the use of trouble ticket applications and database tools.
Attentive to details.
Solid organizational, planning, and prioritizing skills.
Solid problem-solving skills.
Excellent oral and written communication skills.
Ability to make level-appropriate decisions as necessary and determine when a decision should be escalated to a larger audience or higher-level inside or outside of the organization.
Ability to demonstrate flexibility by:
o Regularly making measurable progress on a number of high priority tasks each day/week/month.
o Anticipating, and effectively work through change.
Ability to coordinate with all levels of management, hotel personnel, and outside vendors.
V. OTHER REQUIREMENTS
Ability to perform other duties as assigned
VI. INTERACTS REGULARLLY WITH
Property Support Coordinators
Property Support Supervisors and Managers
Destination Content Specialists
Brand Performance Consultants
Hotel General Managers, Owners, and Management Companies
Three years of experience using database management software for Amadeus, Worldspan, Galileo, and Sabre.
Three years of experience managing extranets, online data management, hotel booking sites, and online reservation systems.
Experience with hotel booking sites and online reservation systems.
VIII. PHYSICAL DEMANDS
In order to perform the essential duties of this job, one will regularly be required to sit, use hands to finger or feel, reach with arms and hands, and to talk and hear. One will occasionally be required to lift up to 10 pounds. Vision requirements include close vision. Due to departments proximity of Global Support call center, the noise level is moderately high.