Distribution Operations Support

Role Purpose

The Distribution Operations Support Specialist is responsible for executing essential operational tasks, including mailbox management, hotel and OTA audits, test bookings, processing BPG claims, and sampling hotel promotions. This role ensures efficient handling of internal and guest inquiries, providing timely and effective responses while maintaining compliance with established procedures and IHG's Internet Distribution Standards. The Distribution Operations Support Specialist will collaborate closely with cross-functional teams to enhance operational efficiency and support IHG's commitment to exceptional service.

Key Accountabilities

Compliance:

• Monitor and enforce hotel compliance with IHG's Internet Distribution Standards
• Manage and respond to emails in key mailboxes, including: the Distribution Compliance mailbox and the test bookings mailbox, among others
• Monitor and ensure timely follow-up for each mailbox to avoid unresolved emails.
• Address ad-hoc requests from other areas within IHG ensuring timely resolutions
• Conduct audits and test bookings by utilizing the rate shopping tool to pull reports, analyze results, and prepare insightful reports for various areas at IHG. This includes performing shopping tool and OTA audits, capturing screenshots, OTA links, and direct hotel website information to identify rate discrepancies, as well as executing test bookings on properties to ascertain the rate source and ensure accurate processing and documentation of bookings.
• Document and track compliance by region and ensure accurate reporting of top OTAs.
• Conduct hotel promotions sampling, reviewing extranets like Expedia and for active promotions and ensuring appropriate actions
• Be the SME for the rate shopping tool and provide help desk support to hotels and corporate colleagues for this tool
• Create or delete log-ins to the rate shopping tool for hotels and corporate colleagues

Best Price Guarantee (BPG):

• Review and validate BPG claims submitted by customers in accordance with the Terms and Conditions and policy guidelines
• Compare rates from third-party sites and to confirm rate eligibility.
• Accurately document claim outcomes and communicate decisions to customers in a timely manner.
• Collaborate with internal departments (Hotel Revenue Management, Channels Team, etc.) to resolve discrepancies.
• Maintain productivity and quality benchmarks as defined by the department.
• Assist in identifying patterns or trends that may indicate rate parity issues or site inaccuracies.
• Support BPG mailbox management and adhere to Service Level Agreements (SLAs).
• Escalate complex or unclear claims to Senior Case Managers or management for resolution.

General:

• A flexible mind to be able to manage both compliance and BPG tasks simultaneously and as required by the department's needs
• Ability to work under pressure and tight SLAs
  Maintain confidentiality and data security of sensitive customer and rate information.

Key Skills & Experiences

EDUCATION

• Bachelor's degree in Business, Operations Management, or related field.

EXPERIENCE

• 1–3 years of experience in customer service, reservations, or hotel operations
• Familiarity with rate shopping tools, and OTA platforms
• Strong analytical and decision-making skills.
• Excellent written communication skills in English.
• Ability to work independently in a fast-paced, detail-oriented environment.
• Proficient in Microsoft Office and comfortable working with multiple systems and platforms (mobile, desktop, etc.)

TECHNICAL SKILLS

• High proficiency in Microsoft Office (Excel, PowerPoint, Word).
• Knowledge of CRM systems (Salesforce, etc.) and operational tracking tools.
• Familiarity with hotel systems, OTA platforms (Expedia, ), and rate parity tools (Lighthouse).

PHYSICAL REQUIREMENT

• Capable to perform work in a normal office environment (contact center) and remotely (work-from- home)

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