Channel Operations and Support Coordinator, Europe
Internship York (North Yorkshire)
Job description
JOB SUMMARY
The Channel Support Coordinator position delivers 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 new properties to existing third party distribution channels, onboarding existing properties to new third-party distribution channels and providing content management across all channels including shopping, booking, billing and payment processes. Channels include but are not limited to: Global Distribution Systems (GDS), Priceline, C-Trip, Agoda, China Online, Booking.com and Expedia
Support associates must remain in position for 6 months prior to being eligible to post for other positions. This position is considered a support position.
Position will be located in Cork, Ireland.
Desired profile
Qualifications :
CANDIDATE PROFILE
Education and Experience Preferred
• College degree or equivalent job experience
• English language written and spoken
CORE WORK ACTIVITIES
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Researches, identifies, and resolves hotel rate discrepancies and incorrect content appearing on approved third party distribution channels/sites.
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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
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Provides follow-up on concerns/problems via phone and email to ensure issues are resolved in a satisfactory manner.
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Processes rate additions, updates, and deletions via eFast (Electronic Forms and Submission Tool) eGrid.
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Processes daily, weekly, & monthly error logs and audit reports.
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Submits hotel activation requests to appropriate partners on a weekly basis and follows up to ensure the activation requests are completed.
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Communicates hotel company affiliation changes to appropriate partners.
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Responsible for maintaining current OTA participation numbers and ensures accuracy of information by updating eFAST.
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Researches and responds to hotel photography questions/requests.
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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.
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Understands/researches issues with direct connect platform including issues that cause reservations to fallback to fax.
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Loads and maintains rate vendor tables in MARSHA.
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Maintains information in OTA extranets.
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Supports department leaders by providing updates on program additions, procedure updates, and technological enhancements geared toward hotel participation in approved OTA programs.
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Other duties as assigned.
REQUIRED SKILLS AND BEHAVIORS:
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Possess a general understanding of third party distribution channels and Marriott systems including MARSHA.
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Possess professional and effective verbal and written communication skills.
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Proven excellent time management skills.
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Possess strong comprehension skills, which allow for the clear and concise explanation and understanding of customer/client questions and issues.
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Ability to recognize customer/client needs quickly to determine the appropriate response in an accurate, courteous, and professional manner.
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Ability to assemble facts and accurately make a determination as to what action needs to be initiated to achieve resolution.
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Able to understand and utilize all available resources and processes to maximize the efficiency and accuracy of required tasks.
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Ability to perform multiple tasks, meet deadlines, and efficiently organize work based on business conditions.
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Ability to operate Windows based programs, (e.g., Word, Excel, Outlook) which require intermediate computer skills.
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Possess both team and change management skills, and has the ability to anticipate needs and proactively take appropriate action.
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Satisfactory (Solid “P”) performance rating or higher on last performance evaluation.
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No written warnings within the last 12 months.
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At least 6 months tenure in current role.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.