Hotel Online Travel Management Specialist 2

Who are we looking for?

Choice Hotels, one of the world’s largest lodging franchisors, has an exciting new opportunity as our Hotel Online Travel Management Specialist 2 in the Franchisee Care Department. The Franchisee Care Department is the team that is responsible for onboarding new hotels to Choice as well as supporting them via troubleshooting Choice technology, processes and procedures.  As a key member of our Franchisee Care Department, you will ensure effective hotel channel management, quality control and knowledge base management primarily through OTA (Online Travel Agencies) and GDS (Global Distribution Systems) partnerships.

Are you a problem solver with fantastic interpersonal skills? We invite you to apply today for our Hotel Online Travel Management Specialist 2 role today and #MakeItYourChoice.

Your Responsibilities

• Serve as a Tier 2 escalation point for troubleshooting complex (Online Travel Agent) OTA and Global Distribution Systems GDS issues.

• Collaborate with external partners such as OTA/GDS (e.g., Booking.com, Sabre, Expedia) and internal teams (Choice IT and Distribution Account Manager) to resolve issues within SLA timelines.

• Lead or assist in projects like partners/platform partners onboarding, OTA contract implementation, and OTA content audits.

• Ensure hotel rates and inventory availability accuracy which directly impacts hotel revenue optimization.

• Lead or assist in quality assurance efforts and controls

• Assist with loading of negotiated rates and chainwide rates relevant to OTA/GDS partners

• Troubleshoot GDS rejects and failed negotiated rate load audits

• Maintain and enhance internal and external knowledge bases regarding OTA/GDS

• Lead for collaboration with training and other departments to ensure up-to-date, accurate documentation.

• Create resources for new product launches and system enhancements.

• Continuously monitor OTA and GDS distribution channels.

Your Experience, Skills & Competencies

Required:

• Experience in customer service or customer-facing roles.

• High school diploma or GED

• Proficiency in MS Office (Excel, Word, PowerPoint).

• Experience with trouble ticket applications like Service Now, etc.

• Attention to detail, with strong organizational and prioritization abilities.

• Independently and collaboratively resolve complex issues across multiple systems.

• Adaptability to changing priorities and projects.

• Work effectively under pressure and meet deadlines.

• Exhibit flexibility and openness to new ideas while demonstrating a sense of urgency.

• Strong problem-solving, communication, and interpersonal skills.

Preferred:

• Familiarity with OTA and GDS platforms.

• Knowledge of central management systems (CRS, PMS, etc.)

Your Team

This is an individual contributor role that will report to the GDS/OTA Manager. You will have 4-6 peer teammate(s) and collaborate with cross functional departments on a regular basis.

 

Your Work Location

As our Hotel Online Travel Management Specialist 2, you will be based in our beautiful, state-of-the-art technology hub in Scottsdale, AZ.

Our associates in Scottsdale, AZ are working in a hybrid environment, up to 4 days per week in the office and virtually from your home office the remaining days. We provide flexibility and encourage ongoing communication with your leadership to establish expectations about your unique needs.

The pay range listed is for this position and is what Choice Hotels reasonably expects to pay. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retiremen