The Director, Distribution Database Management and Franchise Care Strategy will lead the group accountable for centralized ownership over Marketing & Distribution data channel management. The leader will partner with internal and external stakeholders to ensure a positive franchisee experience at each operations support touch point, including rate management, adding, updating and maintaining content on all third party channels, and the onboarding of new client hotels in all systems per SLAs. The scope will also include the development and oversight of all intake points, processes, tools, and services that impact the database or data channel management operations process. Experience with Online Travel Agencies (OTAs), Global Distribution Systems (GDSs), Lanyon, and Leonardo systems are a must. A proven track record of operations leadership in the hospitality space is preferred.
- Manager, Concierge Desk
- Manager, Rate & Inventory Management Services (GDS)
- Manager, Rate & Inventory Management Service (OTA)
- Manager, Hotel Opening Support Services
Content Enablement and Operations
Develops and maintains business processes and procedures along with business applications that facilitate the seamless collection and flow of data across the client distribution network, including the global distribution system (GDS) and online travel agencies (OTA). Adapts processes based on evolving distribution landscape. Will be responsible for quality checking rate building, content input, and data on all channels. (such as IT, Third Party Operations, Global Sales, and Revenue Management) to ensure timely responses to requests. Partner with Workforce Management to ensure right-sized staffing for organization. Responsible for ensuring the group functions with maximum customer service and professionalism. Ensures that tools, systems, processes training and human resources are optimal to drive performance.
Create the culture for the Franchise Care organization and ensure that priorities are being met Build and maintain key cross-functional relationships to improve efficiency and turnaround times. Foster professional development for team members by ensuring appropriate training (including assisting in the development of training), creating career paths, and Partner with Human Resources to attract top talent to the Franchise Care organization.
Intervene as necessary to ensure resolution to escalated tickets. Diagnose and rectify reasons for SLA non-compliance. Take charge in high profile emergencies to mobilize cross-functional teams to see the problem through to resolution
Keeps up with Marketing & Distribution trends, new technologies, and best practices. Anticipates impact of trends on client’s business.
Develop reports on organization performance and provide regular readouts to leadership.