Channel Operations Support Coordinator

Salary Details

Salary Description: Competetive Salary Offered

Job Description For Channel Operations Support Coordinator

POSITION SUMMARY

Position Title: Coordinator, Channel Operations and Support, Asia Pacific Date Created: August 2021 Functional Job Family: Sales & Marketing Bonus N/A Stock Eligible No Reports to: Manager, Channel Operations and Support - Asia Pacific Department: Channel Support 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 Gurgaon, India.
CANDIDATE PROFILE Education and Experience Preferred

• College degree or equivalent job experience
• English language written and spoken

CORE WORK ACTIVITIES

• 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.
• 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.

REQUIRED SKILLS AND BEHAVIORS:

• Possess a general understanding of third party distribution channels and Marriott systems including MARSHA.
• 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.
• Ability to operate Windows based programs, (e.g., Word, Excel, Outlook) which require intermediate computer skills.
• Possess both team and change management skills, and has the ability to anticipate needs and proactively take appropriate action.
• Satisfactory (Solid "P") performance rating or higher on last performance evaluation.
• 5 or less occurrences/2 notifications on file.
• No written warnings within the last 12 months.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.

Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.