أخصائي عمليات التوزيع (الماندرين)

Role Purpose

Handle all distribution inquiries from GC support desk/hotels in form of phone calls and emails. Follow the established work process and provide hotels with respective solutions to their issues. Assist internal colleagues to utilize and embed tools / programs to drive business performance. 

Key Accountabilities

• Act as the first/second point of contact and respond to inquiries from GC support desk/hotel Sales & Marketing teams.
• This includes but not limited in distribution channel management GDS, OTA, Wholesale etc.
• Provide GC support desk/hotels the solutions to the issues within the standard time frame and ensure the problems and issues are resolved to the satisfaction of our hotel colleagues 
• When needed, escalate the inquiries to the respective functional teams/vendors/global support teams. Actively follow through to ensure hotels receive the solution within the agreed time frame.
• Capture information related to any hotel inquires, track response time and time required to resolve the issues to ensure hotels are supported in a timely manner.
• Collate common and repeat issues reported from GC support desk/hotels, and feedback to functional team for enhancement made to tools, programs and work process. 

Key Skills & Experiences

Technical:

• Familiar with hotel Sales & Marketing or OTA/Wholesale operations
• Display an understanding of IHG Sales & Marketing systems, processes and terminology, include but not limited to sales, revenue management and distribution channel concept
• Basic understanding of the IHG reservation system

Work Management:

• Demonstrate strong ability to take initiative, meet deadlines and commitments in handling multiple tasks
• Listens, interprets and conveys information in a clear and accurate manner
• Effective communicate with hotel colleagues, IHG Greater China support desk, distribution team, vendors, and global teams (verbal and written Chinese and English languages), preferred native Chinese.

Qualifications –

• Bachelor degree or equivalent International degree

Experience –

Requires individual with:

• 3 or more years of S&M experience at corporate/hotels or OTAs/Wholesalers