Distribution Quality Specialist

Role Purpose:
This role focuses on ensuring that distribution partners and connections operate at optimal levels, contributing to improved customer satisfaction and operational efficiency. By leveraging analytical skills and attention to detail, the specialist will support the organization's commitment to excellence in service delivery, fostering collaboration across teams and driving continuous improvement initiatives. This position serves as a critical link in maintaining high standards of quality and performance within the distribution framework.

Key Accountabilities:

• Conduct regular inspections and audits of distribution processes, including content audits across major OTAs and GDS, rate structure audits, to ensure compliance with quality standards and regulations. Aim to increase content scores and rankings, optimize rate structures, and ensure rates are bookable.
• Assist in the development and implementation of quality control procedures and protocols. Monitor and analyze quality metrics to identify trends and areas for improvement.
• Collaborate with team members to address quality issues and implement corrective actions. Support training initiatives for staff on quality standards and best practices.
• Document findings from audits, prepare reports on quality assessments, and maintain accurate records related to quality control activities. Actively participate in team meetings to contribute to continuous improvement initiatives.
• Define and implement processes for partner audits to verify connectivity models and maintain a Partner Connectivity Health Score. Aim to remove booking obstacles and identify missed opportunities.
• Identify and pursue anomalies in distribution data that create booking friction, such as high rejection rates, and collaborate with relevant teams to address root causes.
• Support and execute distribution strategies across an assigned portfolio that spans multiple regions and countries.
• Maintain relationships with key internal and external partners; coordinate efforts between departments
• Address ad-hoc requests from other areas within IHG ensuring timely resolutions
• Work with stakeholder teams to ensure accurate information is provided for audits and to address quality issues and root causes of connectivity issues, and to verify the effectiveness of connectivity models.
• Collaborate with distribution teams to implement necessary changes based on quality control procedures and protocols.
• Partner with Stakeholder team to gather data and insights regarding the display and bookability of IHG hotels in Corporate Online Booking Tools (COBT).
• Work with hotel-facing or corporate teams to identify and address anomalies in distribution data that create booking friction.

Key Skills & Experiences:

• Strong analytical skills and attention to detail to effectively assess quality metrics and identify areas for improvement.
• Excellent communication and interpersonal skills to collaborate with various teams and stakeholders.
• Ability to work collaboratively in a team environment while also being self-motivated and proactive.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) for data analysis and reporting.
• Familiarity with Global Distribution Systems (GDS) and Online Travel Agencies (OTAs).
• Willingness to learn and adapt in a fast-paced environment, demonstrating a commitment to continuous improvement.
• Strong problem-solving skills to identify and address quality issues effectively.
• A customer-focused mindset to ensure that distribution processes meet the needs of both internal and external stakeholders.
• Ability to manage multiple tasks and prioritize effectively to meet deadlines.

Qualifications:

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

Experience:

• 1-3 years' experience in quality assurance, distribution, or a related field with familiarity of auditing processes and quality control methodologies.

At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You'll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.

Over recent years, we've transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.

We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That's why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that's why leaders work with teams to determine how and when they collaborate.

We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.