Director, Central Services

Job title: Director, Central Services in Chicago, IL at Preferred Hotel Group Company: Preferred Hotel Group Job description : GENERAL SUMMARY The Director, Central Services manages all global implementations of the Central Reservations System (“CRS”), relevant ProTools (including interfaces between third party vendors and the CRS), Direct Connects and other PTG distribution tools. The Director is a user expert for the PTG Central Reservation System. ORGANIZATIONAL RELATIONSHIP Reports to the Executive Director, Reservations & Distribution (Chicago) and will supervise - Manager, Central Services (Chicago) - Senior Manager, Central Services (Delhi) - and coordinator(s) and any contract positions within this department. The position works closely with the Reservations Database Services Department, Global Revenue Account Management team, and IT/CRM/Marketing groups. There is regular interaction with outside partners including PTG’s central reservations and distribution services provider. DUTIES & RESPONSIBILITIES Centralized Implementations and Services 1. Define the process for centralized new hotel implementation and manage all new hotel implementations, including the backend building and auditing in the GDS and other distribution systems as needed 2. Oversight of relevant ProTools implementation processes, particularly interfaces between third party vendors and the CRS 3. Oversight of the Direct Connect process, including documentation and flowcharts, to work with specific distribution partners (i.e., OTAs) and CRS vendor 4. Develop and maintain training programs and SOP’s for various Central Services tasks. 5. Participate in hiring and ongoing training of Central Services associates as needed. 6. Oversite of the Amex FHR and THC help desk, work closely with partner to expedite and resolve rate loading issues and audits, mainly related to the direct connect channel via Expedia. 7. Provide status reporting to Hotel Revenue Optimization Directors on hotel implementations 8. Provide regular reporting on productivity and subscription/participation metrics, i.e. additions, termination, time to completion, % to standards, etc. 9. Maintain standard CRS hotel shells to maximize implementation efficiency and facilitate broad hotel participation in marketing and distribution partner programs. 10. Ensure service level standards and quality controls are met via management and continued monitoring through the automated ticketing system 11. Participate in annual goal setting and forecasting for the department 12. Perform various tasks and participate in projects as outlined by the Executive Director, Reservations and Distribution CRS Platform: 1. Maintain appropriate “test” hotel for staging and demonstration of system best practices, new enhancements, and PHR distribution philosophies. 2. User expert on CRS; involvement in all CRS enhancement reviews and subsequent hotel implementations where needed. QUALIFICATIONS 1. A strong understanding of the principles of distribution, pricing and revenue management for application in variant markets and hotel types 2. Knowledge of distribution tools and systems including, GDS, CRS, PMS, RMS, Channel Management, Extranets, E-commerce, and hotel industry business intelligence tools 3. Excellent relationship building skills, customer service orientation and proven presentation skills 4. Strong analytical ability to interpret statistical data utilizing required expert Excel skills 5. Ability to develop professional written documentation 6. Proven proficiency in Microsoft Office applications 7. Reservations, Distribution, and/or Revenue Management experience 8. Previous experience on the SynXis CRS platform 9. 4-year college degree or equivalent work experience. 10. Minimum 5 years hotel management or hotel electronic distribution system(s) experience or equivalent WORKING CONDITIONS This role follows a hybrid working model, with a base out of one of the following Preferred Travel Group office locations: Washington, DC, New York, NY, Chicago, IL, or Newport Beach, CA. Associates are generally expected to work from the office 2-3 days per week, allowing for a balance of in-person collaboration and flexible remote working. Office space is beautifully as well as functionally decorated including all required technology tools. Employee is seated most of the time. Travel may be required periodically as appropriate to support the overall expectation of the position. REQUIRED TRAINING 1. New Associate Orientation. 2. CRS, GDS, CRO, CRM and pertinent applications training. 3. PTG Revenue Account Management Certification, including CRME by HSMAI. 4. 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. SALARY $55,000-68,000 annually; actual compensation within this range will be determined by multiple factors including candidate location, experience and expertise. Expected salary : $55000 - 68000 per year Location : Chicago, IL Apply for the job now! Apply for this job