Channel Operations Support Coordinator

Job Description

Posting Date Jun 04, 2021
Job Number 21049911
Job Category Revenue Management
Location CEC Guangzhou HNA Center, HNA Level 3/F, Guangzhou, Guangdong, China VIEW ON MAP
Brand Corporate
Schedule Full-Time
Relocation? N
Position Type Non-Management
Located Remotely? N
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?

POSITION SUMMARY

Deliver value to our properties and our continent/corporate stakeholders by providing expert assistance and trouble-shooting with third party booking channel related questions and issues, onboarding existing properties in internal systems and new third-party distribution channels as well as providing content management across all distribution platforms including shopping, booking, billing and payment processes. Channels include but are not limited to: Marriott.com, Global Distribution Systems (GDS), and Online Travel Agencies (Expedia, Priceline, Booking.com). Perform other reasonable job duties as requested.

CRITICAL TASKS

Distribution Duties

• Researches, identifies, and resolves hotel rate discrepancies and incorrect content appearing on approved third party distribution channels/sites.
• Effectively and professionally communicates to hotels, Corporate and Continent stakeholders (Sales, Revenue Strategy, Distribution) and third-party partners offering support and guidance that impacts content, photography, and rate information on distribution channels/sites
• Provides follow-up on concerns/problems via phone and email to ensure issues are resolved in a satisfactory manner.
• Processes rate additions, updates, and deletions via eFast (Electronic Forms and Submission Tool) eGrid.
• Processes daily, weekly, & monthly error logs and audit reports.
• Submits hotel activation requests to appropriate partners on a weekly basis and follows up to ensure the activation requests are completed.
• Communicates hotel company affiliation changes to appropriate partners.
• Responsible for maintaining current OTA participation numbers and ensures accuracy of information by updating eFAST.
• Researches and responds to hotel photography questions/requests.
• Establishes and maintains department, hotel, Corporate, and third-party partner relationships. Works effectively with hotels, internal/external partners, and Customer Care and Channel Support associates.
• Understands/researches issues with direct connect platform including issues that cause reservations to fallback to fax.
• Loads and maintains rate vendor tables in MARSHA.
• Maintains information in OTA extranets.
• Maintains information in EPIC
• Supports department leaders by providing updates on program additions, procedure updates, and technological enhancements geared toward hotel participation in approved OTA programs.
• Other duties as assigned.
• Assist in the implementation of hotel sales strategy in the reservation and inventory systems.
• Escalate technical questions related to the reservations and property management systems to the correct support desk in a timely manner.

Inventory Control

• Assist in the management of rooms inventory to maximize cluster rooms revenue as well as maintain accurate reservation system information.
• Assist in managing room authorizations, rates, and restrictions, including communicating with rate restrictions and strategy to properties.
• Assist with account diagnostics and monitoring transient and group inventory to ensure straight-line availability.
• Monitor the compliance with and participation in Company promotions and eCommerce channels.

Computer Skills

• Ability to operate Windows based programs, (e.g., Word, Excel, Outlook) which require intermediate computer skills.

Communication Skills

• Possess professional and effective verbal and written communication skills.
• Proven excellent time management skills.
• Possess strong comprehension skills, which allow for the clear and concise explanation and understanding of customer/client questions and issues.
• Ability to recognize customer/client needs quickly to determine the appropriate response in an accurate, courteous, and professional manner.
• Ability to assemble facts and accurately make a determination as to what action needs to be initiated to achieve resolution.
• Able to understand and utilize all available resources and processes to maximize the efficiency and accuracy of required tasks.
• Ability to perform multiple tasks, meet deadlines, and efficiently organize work based on business conditions.

Working with Others

• Possess both team and change management skills and can anticipate needs and proactively take appropriate action.
• Support all co-workers and treat them with dignity and respect.
• Handle sensitive issues with employees with tact, respect, diplomacy, and confidentiality.
• Develop and maintain positive and productive working relationships with other employees and departments.

Policies and Procedures

• Maintain confidentiality of proprietary materials and information.
• Follow company and department policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Perform other reasonable job duties as requested.

CRITICAL COMPETENCIES

Analytical Skills

• Computer Skills
• Learning
• Decision-Making
• Arithmetic Computation

Interpersonal Skills

• Customer Service Orientation
• Interpersonal Skills
• Diversity Relations

Communications

• Communication
• Listening
• Telephone Etiquette Skills
• English Language Proficiency
• Applied Reading

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor

Administration

• Microsoft Office
• Typing

Organization

• Detail Orientation
• Multi-tasking
• Problem Solving

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

At least 1 year of related work experience

Supervisory Experience

No supervisory experience is required

• Possess a general understanding of third-party distribution channels and Marriott systems including MARSHA and EPIC.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.