Team Manager, Distribution Quality

Role Purpose:

This role is responsible for leading a specialized team to ensure operational excellence and compliance within the distribution function. This role focuses on fostering a collaborative environment, driving team engagement, and optimizing processes to enhance overall performance. This role leads the successful execution day-to-day tasks that align with distribution strategies, organizational goals, and improve customer satisfaction.

Key Accountabilities: 

• Lead initiatives that enhance operational efficiency, overseeing audits, compliance management, and data accuracy across assigned distribution channels.
• Cultivate a high-performing team culture by facilitating regular coaching sessions and team meetings, mentoring team members, and holding them accountable for compliance with quality standards and effective execution of distribution processes. 
• Prepare and deliver presentations and reports to stakeholders, effectively communicating team performance, insights, and recommendations for improvement.
• Monitor team performance metrics and implement strategies for continuous improvement, ensuring alignment with organizational goals. 
• Allocate tasks effectively within the team, ensuring clarity in roles and expectations while fostering open communication and collaboration across departments.
• Act as an escalation point for the team, providing guidance and support in challenging situations to ensure timely resolution of issues and maintain operational continuity.
• Proactively identify and address opportunities for improvement and spot/address potential issues, while also performing the overall responsibilities of the role that contribute to distribution objectives and priorities. These may include but are not limited to:
  • Distribution Quality: Ensure the team conducts regular inspections and audits of distribution processes, focusing on compliance with quality standards and identifying areas for improvement. Develop and implement quality control procedures, monitor quality metrics, and address trends that impact performance.
  • Best Price Guarantee:  Oversee the team's monitoring of hotel compliance with IHG's Internet Distribution Standards, ensuring timely responses to inquiries and effective resolution of Best Price Guarantee claims. Ensure the team conducts audits and test bookings using the rate shopping tool, holding them accountable for preparing insightful reports on rate discrepancies.
  • Third-Party Distribution Support:  Oversee the team's monitoring and validation of OTA and GDS system synchronization, ensuring content accuracy and timely investigation of booking failures. Guide the team in preparing partner-facing reports and executing daily queue message reviews to maintain operational integrity.
• Coordinate with various departments to ensure smooth operational workflows, support, and alignment on distribution strategies.
• Collaborate with internal teams to identify and resolve operational challenges, gather feedback for process improvements, and foster a culture of continuous enhancement.
  
   

Key Skills & Experiences:

• Knowledge of distribution systems and platforms (e.g., GDS, OTA, revenue management systems, Rate Integrity tool) used in the hospitality industry.
• Understanding of quality assurance processes and compliance standards relevant to distribution operations, including IHG's Internet Distribution Standards.
• Strong understanding of financial processes (e.g., invoicing, payments, expense tracking).
• Proficiency in data analysis tools and techniques, including the ability to interpret performance metrics, generate reports, measure performance against KPIs, and make data-driven decisions.
• Proficiency in using communication and collaboration tools (e.g., Microsoft Office Suite, project management software such as Jira) to facilitate teamwork and information sharing.
• Ability to adapt to changing situations and demonstrate problem-solving skills in a fast-paced environment.
• Experience in training or mentoring roles, with a willingness to develop and enhance team members' skills and knowledge. People and team leadership experience preferred.
• Familiarity with CRM systems (Salesforce, etc.) and operational software (HRIS, People Soft, etc.)
• Strong leadership and collaboration skills, with the ability to effectively influence and engage stakeholders across various departments.
• Proven experience in managing invoicing processes, payroll systems, and compliance tracking.

Qualifications:

• Bachelors degree in a relevant field; or an equivalent combination of education and work related experience.  

Experience:

• 2-4 years of experience in the hospitality or travel industry, with a focus on distribution, commercial or revenue management, operations, or related fields.