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