Channel Support and Services Manager

The Channel Support and Services Manager at Choice Hotels takes on crucial responsibilities, including leading a team dedicated to the seamless integration of new hotels and existing OTA, GDS, and RAVE operations. This role focuses on troubleshooting technology issues, managing project initiatives, ensuring accurate distribution channel rates, and enhancing our processes to streamline information flow across partners. You will be at the forefront of project management and have a significant impact on our Franchisee Care Division.

To be a successful Channel Support and Services Manager at Choice Hotels, candidates need a bachelor’s degree in Business, Marketing, or a related field. Additionally, at least 3 years of relevant management experience is essential, with a strong background in GDS and OTA operations. Proficiency in Microsoft Office tools and familiarity with platforms like Lanyon and Sabre are advantageous. Key skills include strategic planning, accountability, and an innovative mindset to drive success in this role.

The Channel Support and Services Manager plays a vital role in supporting franchisees at Choice Hotels by managing the onboarding process and addressing technical challenges. By leading a dedicated team, this position ensures that franchisees have access to accurate information about their rates and availability in the market. The role also involves continuous improvement of processes, ensuring franchisees can operate efficiently and have the resources they need to succeed in their business endeavors.

Essential skills for the Channel Support and Services Manager position at Choice Hotels include strong leadership abilities, strategic planning expertise, excellent problem-solving skills, and a deep understanding of the hospitality technology landscape. A knack for collaboration across departments and effective communication is crucial, as this role requires working with cross-functional teams to address escalations and implement solutions. Innovation and adaptability are key traits that will help in navigating the rapidly changing environment in hotel distribution.

The work culture for a Channel Support and Services Manager at Choice Hotels emphasizes collaboration, respect, and innovation. Team members are encouraged to be bold and quick in their decision-making while demonstrating integrity and curiosity. The company fosters an environment where all voices are heard, and ideas are valued, allowing you to contribute actively to the success of franchisees and the organization as a whole. It’s a supportive atmosphere that promotes personal and professional growth.

In your response, highlight specific systems you have worked with, such as Sabre or Amadeus, and explain how you utilized these tools to enhance operations. Share examples of challenges you faced in connectivity and how you addressed them to provide a comprehensive overview of your experience in this area.

Answering this question requires illustrating your strategic approach to project management. Discuss your method for setting priorities based on urgency and impact, as well as techniques you use to engage team members in discussions to align on goals and responsibilities.

Choose a scenario that highlights your problem-solving skills. Describe the situation, the steps you took to find a resolution, and the impact of your actions. Be specific about how you mobilized your team and how collaboration led to a successful outcome.

Discuss your approach to staying informed about industry trends and changes in technology that impact distribution. Share specific strategies you’ve implemented in past roles to adjust processes and ensure your team is flexible and responsive to change.

Provide examples of how you establish clear expectations and metrics for success. Discuss how you encourage regular check-ins, feedback sessions, and transparent communication to foster a culture of accountability where team members take ownership of their responsibilities.

Explain the importance of data in your leadership and how you have used analytics to drive decisions. Describe methods you use to gather insights, such as tracking performance metrics or conducting market research, and how this data has informed your strategies.

Highlight your approach to managing escalations with diplomacy and problem-solving. Discuss your steps for assessing the situation, communication methods for informing stakeholders, and how you follow through to ensure issues are resolved satisfactorily.

Provide a detailed example of a process you identified as needing improvement, the steps you took to analyze and redesign that process, and the positive outcomes achieved as a result. This showcases your commitment to quality and efficiency.

Discuss your approach to leadership, such as being participative or transformational, and how you foster an environment that encourages team members to express their ideas and grow professionally. Mention any mentoring strategies you employ to develop talent.

This is a chance to convey your passion for the hospitality industry and your alignment with Choice’s values. Discuss what inspires you about the company’s commitment to empowering franchisees and making a positive impact in the industry.