The Analyst, Reservation Databases monitors all brand email boxes and loads and maintains rate plans, room inventory, policies, general information, reservation rejects in Preferred Hotels and Resorts reservations system (Synxis), the four GDS systems (Sabre, Apollo/Galileo, Worldspan, Amadeus) and the appropriate Internet distribution channels. The Analyst is part of the servicing team for PH&R’s rate loading services.

ORGANIZATIONAL RELATIONSHIP

Under the general supervision of the Manager, Reservation Databases Services, the Analyst, Reservation Databases prepares and resolves data issues; works with the Revenue Account Managers, hoteliers, travel agents and guests.

DUTIES & RESPONSIBILITIES

• Analyze and prepare daily rate load and database maintenance requests that come through the database email boxes for individual processing. Ensure all requests are tracked appropriately and meet Preferred Hotels & Resorts standards and protocols.

• Load rate shells, perform rate audits, load rate and room code mappings, pseudo city codes, global corporations and various categories of data into the GDS, CRS, Internet and other systems in an efficient and accurate manner.

• Load complete rate plans and perform rate audits in the Synxis system, GDS, IDS and other systems as needed for the rate loading service as it pertains to PH&R marketing programs and PH&R managed accounts. Work with hoteliers and Revenue Account Managers on gathering data and information to perform accurate rate loads.

• Perform various tasks to expedite new hotel implementations/de-implementations and switches in the GDS and Internet Distribution Channels with accuracy, efficiency and proper follow up and closure.

• Load and process general information/content (HOD) updates in Synxis CRS system, GDS, IDS and other systems as directed.

• Answer and expedite travel agent automation help desk calls as needed. Assist callers with various database and reservations related tasks including cancelling and modifying reservations.

• Monitor and follow-up with all travel agency commission requests that come through the help desk by email or phone. Ensure all requests are tracked appropriately and meet Preferred Hotels & Resorts standards and protocols.

• Maintain system tables (brand, GDS rate code tables) through the Synxis CRS and GDS for all Preferred Hotels and Resorts brands and managed chain code.

• Monitor and work through GDS rejects through the Synxis CRS, to ensure all reservations are properly processed.

• Process queue messages for all Preferred Hotels & Resorts brands and managed chain codes through the GDS systems.

• Provide indirect support to the Central Services department, i.e. Direct Connect implementations

• Professional communication required when writing to internal employees, vendors, hotels and guests.

QUALIFICATIONS

Worker characteristics are normally acquired through the completion of high school, college is preferred and related hotel/travel industry experience; knowledge of GDS and CRS systems. This job requires strong analytical skills and the ability to provide insight in process, procedure and service improvement; excellent time management and detail oriented skills; capability to resolve issues with little to no supervision with a commitment to accuracy and excellent interpersonal skills.

WORKING CONDITIONS

Office based position normally in Downtown Chicago, remote working in New Delhi, India or other locations/time zones may be available. Incumbent is seated most of the time.

REQUIRED TRAINING

1. Orientation in Chicago/Remote

2. Outlook and CRM training

3. Reservations database training including but not limited to Sabre’s Synxis CRS, Pegasus HCD Content Manager, Dhisco Account Author, Lanyon HOD Publisher, DRS Publisher, Lanyon 3C, Apollo/Galileo, Sabre, Worldspan, and Amadeus databases and Open Hospitality Configuration tool.

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.