Channel Operations Support Coordinator

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.

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

• 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.