Online Travel Support Coordinator

Role Purpose

The Online Travel Support Coordinator supports the accurate and timely distribution of IHG hotel data across third-party platforms, with a focus on Online Travel Agencies (OTAs). This role ensures data integrity, supports hotel onboarding to partner sites, and addresses connectivity issues through proactive report management, issue resolution, and stakeholder communication. Acting as a liaison between internal teams and external partners, the coordinator helps maintain operational excellence and system alignment. The role is critical in ensuring partner satisfaction by delivering accurate content, timely updates, and effective troubleshooting. Through collaboration and a keen attention to detail, the coordinator contributes to the overall success of IHG’s distribution.

Key Accountabilities

• Review and consolidate system system-generated trigger notifications to ensure third-party partners receive accurate and timely updates on hotel details (e.g., fees, descriptions, inventory strategy).
• Maintain the integrity of IHG content by identifying and communicating data mismatches to facilitate resolution with external partners.
• Prepare and distribute structured reports to support partner alignment and activation timelines.
• Provide timely data to ensure hotel openings, closures, and conversions are visible and actionable by certified OTA partners.
• Collaborate with the Connectivity Manager to manage rollout schedules, monitor progress, and support partner enablement activities for newly onboarded hotels.
• Act as a central support contact for post-certification operational needs during hotel rollout across brands.
• Execute and validate PCAN (Partner Cancel Notification) reports, assisting in verifying or initiating reservation cancellations in IHG GRS when necessary.
• Troubleshoot booking issues related to partner system connectivity, supporting accurate reservations and guest experience.
• Fulfill internal and external stakeholder data dump requests, ensuring proper formatting and delivery of hotel information, rate plans, and inventory availability. Serve as an operational subject matter expert.
• Represent the team in cross-functional discussions, bringing forward insights and support-process alignment across internal and external stakeholders.
• Contribute to ongoing process improvements by identifying inefficiencies and recommending optimizations in partner partner-facing operational workflows.
• Collaborate closely with OTAs, franchisees, internal departments, and support teams to maintain high service levels and ensure a consistent and seamless partner experience.
• Communicate proactively to address partner needs, clarify system behaviors, and provide clear resolutions or guidance.
  
  

Key Skills & Experiences

EDUCATION

• Associate degree in Business, Hospitality, Tourism, or a related field OR an equivalent combination of education and relevant work experience in distribution support or hospitality operations.
  
  

Experience

• Minimum 1–2 years of experience in an operations support, reporting, or partner-facing role within the hospitality or travel industry.
• Experience working in a team-based, shared service environment is preferred.
• Exposure to OTA, GDS, or other third-party distribution systems is an advantage.
  
  

Technical Skills And Knowledge

• Working knowledge of Microsoft Office Suite, with emphasis on Excel (e.g., pivot tables, VLOOKUP, filtering, formatting)
• Proficiency in using email platforms such as Microsoft Outlook for professional communication and shared mailbox management.
• Familiarity with data reporting tools, reservation platforms, and hotel systems is desirable.
• Understanding of hotel distribution channels, including OTA and GDS connectivity
• Knowledge of ARI (Availability, Rates, Inventory) and how content impacts visibility and bookability.
• Awareness of escalation protocols and the ability to identify when to raise partner or system system-related issues.
• Strong problem problem-solving skills with the ability to assess issues, identify root causes, and provide or escalate solutions effectively.
• Excellent time management capabilities, with a demonstrated ability to meet deadlines and manage multiple tasks under pressure.
• Strong attention to detail and accuracy, especially in data validation and report preparation
• Effective verbal and written communication skills, with the ability to convey information clearly and professionally to both internal and external stakeholders.
• Ability to work with minimal supervision while maintaining high high-quality output and service standards.
• Adherence to assigned schedules and coverage responsibilities, with flexibility to adapt to workload or priority changes.
  
  

Physical Requirements 

• This position is primarily remote, requiring the ability to work from a home office environment that supports focused and professional work.
• A reliable internet connection and a dedicated, distraction-free workspace are essential for effective performance and service continuity.
• The role may occasionally require on-site presence for team meetings, training, or business-critical activities, with prior notice.
  
  

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