Distribution Quality Specialist

This role focuses on ensuring that distribution partners and connections operate at optimal levels, contributing to improved customer satisfaction and operational efficiency. By leveraging analytical skills and attention to detail, the specialist will support the organization’s commitment to excellence in service delivery, fostering collaboration across teams and driving continuous improvement initiatives. This position serves as a critical link in maintaining high standards of quality and performance within the distribution framework.

Key Accountabilities: 

• Conduct regular inspections and audits of distribution processes, including content audits across major OTAs and GDS, rate structure audits, to ensure compliance with quality standards and regulations. Aim to increase content scores and rankings, optimize rate structures, and ensure rates are bookable. 
• Assist in the development and implementation of quality control procedures and protocols. Monitor and analyze quality metrics to identify trends and areas for improvement.
• Collaborate with team members to address quality issues and implement corrective actions. Support training initiatives for staff on quality standards and best practices.
• Document findings from audits, prepare reports on quality assessments, and maintain accurate records related to quality control activities. Actively participate in team meetings to contribute to continuous improvement initiatives.
• Define and implement processes for partner audits to verify connectivity models and maintain a Partner Connectivity Health Score. Aim to remove booking obstacles and identify missed opportunities.
• Identify and pursue anomalies in distribution data that create booking friction, such as high rejection rates, and collaborate with relevant teams to address root causes.
• Support and execute distribution strategies across an assigned portfolio that spans multiple regions and countries.
• Maintain relationships with key internal and external partners; coordinate efforts between departments
• Address ad-hoc requests from other areas within IHG ensuring timely resolutions
• Work with stakeholder teams to ensure accurate information is provided for audits and to address quality issues and root causes of connectivity issues, and to verify the effectiveness of connectivity models.
• Collaborate with distribution teams to implement necessary changes based on quality control procedures and protocols.
• Partner with Stakeholder team to gather data and insights regarding the display and bookability of IHG hotels in Corporate Online Booking Tools (COBT).
• Work with hotel-facing or corporate teams to identify and address anomalies in distribution data that create booking friction.

Key Skills & Experiences: 

• Strong analytical skills and attention to detail to effectively assess quality metrics and identify areas for improvement.
• Excellent communication and interpersonal skills to collaborate with various teams and stakeholders.
• Ability to work collaboratively in a team environment while also being self-motivated and proactive.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint) for data analysis and reporting.
• Familiarity with Global Distribution Systems (GDS) and Online Travel Agencies (OTAs).
• Willingness to learn and adapt in a fast-paced environment, demonstrating a commitment to continuous improvement.
• Strong problem-solving skills to identify and address quality issues effectively.
• A customer-focused mindset to ensure that distribution processes meet the needs of both internal and external stakeholders.
• Ability to manage multiple tasks and prioritize effectively to meet deadlines.
   

Qualifications: 

• Associates degree or Bachelors degree in a relevant field; or an equivalent combination of education and work related experience.  

Experience: 

• 1-3 years’ experience in quality assurance, distribution, or a related field with familiarity of auditing processes and quality control methodologies.