OTA Distribution & Contact Center Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.

Address:
980 Hammond Dr. Ste 500
Atlanta, Georgia 30328

Position Responsibilities:  Essential
OTA Partnerships & Channel Management

- Serve as the day-to-day business owner for OTA partner relationships, including partner communication, issue management, performance follow-up, and business review routines.

- Manage OTA partner performance across revenue, room night production, conversion, profitability, cancellation trends, content quality, promotion effectiveness, connectivity stability, and operational execution.

- Partner with Revenue Strategy to execute approved OTA channel strategies, promotions, rate plans, availability controls, restrictions, policies, and merchandising opportunities.

- Partner with Marketing to ensure descriptions, photos, amenities, policies, brand positioning, and promotional content are accurate, compelling, and consistent across OTA platforms.

- Coordinate OTA partner onboarding, property mapping, extranet setup, content updates, promotion launches, and post-launch stabilization across the portfolio.

- Monitor the flow of rates, inventory, restrictions, policies, and reservations between internal systems and OTA channels, escalating issues quickly when accuracy, availability, or reservation delivery is impacted.

- Maintain a structured OTA partner issue log, escalation process, and follow-up cadence to resolve connectivity, content, rate, policy, reservation delivery, payment, and billing issues.

- Conduct recurring OTA partner business reviews and prepare scorecards, insights, opportunities, and action plans for leadership review.

- Identify opportunities to improve OTA performance, reduce friction, increase conversion, improve net revenue contribution, and strengthen partner accountability.

- Stay current on OTA platform changes, partner programs, travel technology, and hotel distribution trends that may impact InTown Suites.
OTA Performance & Partner Operations

- Establish, monitor, and report on OTA performance indicators, including room nights, revenue, average daily rate, conversion, cancellation trends, net revenue contribution, promotion performance, content quality, and connectivity reliability.

- Lead weekly, monthly, and quarterly OTA performance routines, including scorecards, action plans, root cause reviews, and follow-up on partner commitments.

- Analyze property, market, and channel results to identify underperformance, demand opportunities, promotional gaps, content issues, and connectivity risks.

- Coordinate implementation of OTA promotions, merchandising opportunities, policy changes, content updates, and property-level changes across partner extranets and connected systems.

- Partner with Revenue Strategy to ensure OTA rate plans, availability, restrictions, policies, and promotional offers are configured and executed as approved.

- Monitor OTA reservation quality and guest-impacting trends, including reservation delivery failures, policy mismatches, cancellation issues, and payment or billing exceptions.

- Resolve escalated OTA partner and property issues by coordinating with internal teams, OTA contacts, and technology vendors to reach timely, commercially sound outcomes.

- Maintain OTA playbooks, property mapping records, issue logs, escalation paths, process changes, and operating procedures to support consistency and accountability.

- Support OTA account planning, partner initiatives, pilots, and portfolio rollouts, including launch readiness, communication, testing, and post-launch follow-up.

- Identify process improvements, automation opportunities, and reporting enhancements that improve OTA conversion, accuracy, efficiency, and net revenue contribution.
Cross-Functional Leadership & Reporting

- Provide clear OTA reporting, insights, and recommendations to the Vice President of Revenue Strategy and cross-functional leadership teams.

- Translate OTA partner and channel performance data into actionable recommendations for revenue, marketing, operations, finance, and technology improvements.

- Lead cross-functional projects involving OTA partners, booking workflows, content accuracy, connectivity, reservation delivery, reporting, and partner accountability.

- Influence internal stakeholders and external partners through strong communication, organization, follow-through, and data-driven problem solving.

- Support OTA contract discussions, commercial term reviews, partner performance evaluations, and strategic opportunity assessments as requested.

- Build repeatable operating rhythms, dashboards, scorecards, and documentation that improve visibility, accountability, and continuity across OTA partnerships.

II.Ideal Candidate Profile

- Commercially minded, analytical, and comfortable balancing OTA revenue performance, partner relationships, operational execution, and guest experience.

- Experienced in hospitality distribution, OTA account management, revenue management, e-commerce, channel management, or a closely related field.

- Able to manage multiple OTA relationships, internal stakeholders, priorities, deadlines, and escalations without losing attention to detail.

- Strong communicator who can build trusted relationships with OTA partners, technology vendors, and internal teams.

- Comfortable using data, dashboards, and reporting to identify issues, explain trends, recommend action, and hold partners accountable.

- A proactive problem solver who can identify root causes, organize follow-up, and drive issues to resolution.

- Adaptable to new systems, OTA partner tools, extranets, reporting platforms, and hospitality technology workflows.

Essential Skills/Credentials/Experience/Education

- Five or more years of experience in hotel distribution, OTA partnerships, revenue management, e-commerce, channel management, or related commercial operations roles preferred.

- Prior experience managing OTA partner relationships, OTA extranets, distribution channels, partner promotions, content accuracy, or channel performance strongly preferred.

- Hands-on experience with major OTA extranets and partner portals, including property mapping, content management, promotions, reporting, issue resolution, or connectivity workflows, strongly preferred.

- Prior experience working directly for a major OTA, such as Expedia Group or Booking.com, in an account management, market management, partner success, connectivity, or commercial role is not required, but is considered a significant advantage.

- Strong understanding of hotel revenue management concepts, including rates, availability, restrictions, promotions, channel mix, conversion, and partner profitability.

- Working knowledge of CRS, PMS, booking engine, channel manager, OTA extranet, and reservation delivery workflows preferred.

- Ability to analyze reports, identify trends, develop recommendations, and communicate insights clearly to leadership.

- Strong project management, organization, partner management, negotiation, and follow-up skills.

- Proficiency in Microsoft Office, including Excel, PowerPoint, and Outlook. Experience with business intelligence, CRM, ticketing, or project management tools preferred.

- Excellent written and verbal communication skills.

- Must be able to read, speak, understand, and write the English language.

- Must be able to work out of the corporate office in Sandy Springs, GA, a minimum of three days per week, Tuesday through Thursday.

- Occasional travel may be required for OTA partner meetings, industry events, or property-level support.

- Ability to effectively solve problems/conflicts and provide creative and effective solutions

- Ability to delegate and manage multiple operations effectively

- Ability to assess the operational effectiveness of project managers, field personal and contractors

- Possesses written and oral communication skills to support decisions and recommendations

- Ability to analyze and interpret technical materials accurately and effectively

- Strong team philosophy

- Strong Analytical and Communication Skills

- Organized mindset as it relates to project management

- Self-motivated, detail oriented with strong time management skills

- Proactive individual who can perform stand-alone activities as well as work effectively in a collaborative team

- Ability to build and maintain strong relationships with our internal customers’ while being the energetic and passionate first point of contact.

Mental and Physical Demands
Work Environment:
Typical office environment – moderate noise level.

Physical Demands:

- Indoor work with hard and carpeted surfaces

- Must be able to remain in a stationary positon 50% of the time

- This position is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

- Extensive use of hands and fingers for manipulation of keyboard, answering phone calls , calculator, copy machine, computer printer and other office productivity machinery.

- Use of computer terminal, which requires extensive eye contact with a video display terminal.

- The person in this position frequently communicates with employees/vendors.  Must be able to exchange accurate information in these situations.

Travel Demands:

- This position requires less than 20% travel; however, from time to time, and depending on the project, travel needs could change.  The position will be physically located in the Atlanta office.