GENERAL DESCRIPTION:
The Online Distribution specialist is responsible for ensuring completion of defined tasks required to on-board a hotel or chain of hotels channel connect activation requirements and provide ongoing maintenance per specific vendor defined requirements. This position requires the coordination of activities and timelines possibly with multiple internal departments as well as customer activities. The Online Distribution specialist must be able to multi-task and simultaneously handle multiple activation projects, each at various stages of the process as well as providing ongoing maintenance and meet average duration SLA. The successful candidate must also be able to identify risks, opportunities and corrective actions associated with projects. The Online Distribution specialist will be the customer's & vendors main point of contact until the successful activation at which time the day to day customer management will be provided by the account management team.
RESPONSIBITIES SPECIALIST:
· On boarding of new & existing customer direct connect activations
· Maintenance of existing customer direct connects
· Meeting & maintaining the defined average duration SLA's for both activations and maintenance & taking ownership
· Reviewing pipeline minimum 3 times daily
· Making initial contact with a customer within 24 hours if a WO being assigned
· Calling customers and vendors by telephone
· Managing statuses in SalesForce
· Maintaining relationships with customers and vendors
· Maintaining relationships with internal departments
· Providing daily updates to supervisor requesting help with support and escalations
· Attending required cross departmental ongoing meetings
· Manage assigned internal goals and take ownership for success and completion
· Providing weekly updates to supervisor
· Support coverage of the Online Distribution team mailbox
· Staying up to date with all new releases, functionality, channel connect product launches, SHS strategy and initiatives
Required Knowledge/Skills/Abilities
· Strong planning and organizational skills combined with excellent time management
· Attention to detail and impeccable follow through & ownership of results
· Strong written and verbal communication skills and interpersonal skills
· Ability to manage and prioritize multiple projects and deadlines
· Ability to work globally (and virtually) with a variety of cultures
· Spanish and English Language Required
· Additional languages a plus
· Ability to troubleshoot, research & resolve issues to customers satisfaction
· Hospitality/Distribution and Revenue/Reservations management a plus
· Experience in Synxis products is a plus
· Experience working with a channel connect vendor or partner a plus
