GENERAL SUMMARY
Implementation Specialist, Central Services (India) – The Implementation Specialist main role includes the administration of a broad range of duties to support Central Services Global departmental objectives including implementations of hotels onto the Central Reservation System (CRS), online travel agencies, Preferred Travel Group (PTG) distribution/reservation products and services (ProTools) and other PTG distribution reporting and training services. The role specializes in administrative support for project management.
ORGANIZATIONAL RELATIONSHIP
The position reports to the Senior Manager, Central Services (India) and works closely with others in the Central Services department. There is daily interaction with the Database Services Department, Global Revenue Account Management team, and IT/CRM/E-Commerce groups. There is regular written interaction with outside partners including hoteliers and PTG’s central reservations and distribution services providers.
DUTIES & RESPONSIBILITIES
Centralized Implementations and Services
a. Provide support for the implementation process for all requested OTA Connectivity, OTA Channel Managers and Interface Implementations.
b. Create project management cases in Preferred’s Customer Relationship Management (CRM) and automated ticket systems for incoming project requests. Ensure all requests are tracked appropriately throughout the duration of the project.
c. Audit and update all cases and tickets daily to achieve designated SLAs and ensure data accuracy.
d. Communicate with hoteliers and CRS support teams in regards to OTA Connectivity, OTA Channel Managers and Interface Implementations and Support.
e. Coordinate communications with Finance department confirming completed work orders, etc.
f. Monitor and process User ID requests, following documented procedures, including the coordination of CRS or other applicable training IDs.
g. Provide ongoing telephone and email support for incoming calls on Central Services hotline.
h. Provide support for New Hotel Implementations. Including liaising with Database Services team and Central Services (Chicago) regarding new hotel implementations, switches, mapping forms, and any other CRS database issues.
i. Complete system audits/projects as designated by Senior Manager, Central services to ensure optimal distribution.
j. Professional communication required when writing to internal employees, vendors, hotels and guests.
k. Support overall operation of Central Services as instructed by department management.
QUALIFICATIONS
1. Project management skills. Detail Orientated with good time management.
2. Excellent relationship building skills and customer service orientation.
3. Strong communication skills, both verbal and written.
4. 4-year college degree required or equivalent work experience.
5. Some hotel, travel, or hospitality industry experience or education preferred.
6. Previous experience on the SynXis CRS platform and design of data solutions is beneficial.
7. Previous experience with Rate Gain Channel Connect Express is beneficial.
8. Self-driven and motivated with a strong need for completion, with an ability to work around/through impediments.
9. Capability to QA own work.
10. Strong analytical skills and the ability to provide insight in process, procedure and service improvement; excellent time management and detail oriented skills; capability to resolve issues with little to no supervision with a commitment to accuracy and excellent interpersonal skills.
WORKING CONDITIONS
Currently requires remote working, may transition to office-based position in the future. Work hours should cover at least 4 hours of the working day, Hong Kong Standard Time. Required weekly 2 hours in the evening (IST) to cross with Chicago working day. Initial training period may require extended working evening hours until fully trained. Incumbent is seated most of the time.
REQUIRED TRAINING
1. New Associate Orientation.
2. CRS, GDS, CRO, CRM and pertinent applications training.
3. Completion of Sabre Hospitality University Program – CRS training.
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
