GDS Optimisation Manager

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About the GDS Optimisation Manager role...

The role of the GDS Optimisation Manager is to Optimize the relationships between SiteMinder and hotels using the SiteMinder GDS product. The Optimisation Manager will be collaborating with hotels to help them define and implement a GDS strategy that drives an increase in reservations and overall value for the hotel. This role will also be accountable for providing best practice support for hotels in a proactive fashion, including reviewing rate loading and checking content and understanding the companies that negotiated rates are configured for.

What you will do...

• Provide high quality Optimisation management to SiteMinder's GDS hotel customers.

• Qualify hotel needs in order to develop training and strategy and audit plans.

• Deliver a high standard of GDS training via telephone, Skype, classroom based training (onsite and offsite as required) and any other necessary avenues.

• Assist the Specialist Services Team in rate checking, rate loading and best practices.

• In the case of VIP clients, work with Key Optimisation Managers to solve training and/or strategy needs.

• Provide a point of contact for technical Optimisation management for GDS hotel customers.

• Resolve any escalated support issues from VIP clients and top accounts for all GDS-related queries.

• Engage with GDSs and build relationships for technical assistance, product development, etc.

• Escalate product feedback, including product change requests, technical enhancement and system capability issues, to the Product Team.

• Manage and prioritize daily caseloads effectively, ensuring trainings are schedule and delivered in a timely manner in accordance with SiteMinder's service level agreements (SLAs) and individual key performance indicators (KPIs).

• Ensure that all issues are logged accurately in CRM system (Salesforce) and that all cases are closed in a timely manner.

What you have...

• Understanding of how to help hotels grow revenue through the implementation of strategy within GDS and monitoring of results.

• Hotel/travel technology industry experience with knowledge of all major GDSs.

• Previous experience of working with CRS systems, particularly Sabre Hospitality.

• Ability to deliver training / optimisation sessions with a high level of energy, enthusiasm and customer engagement.

• Strong troubleshooting skills, ideally supporting an enterprise application. Experience working within a KPI and/or SLA-driven organization.

• High level of self-sufficiency and autonomy.

• Language Preferred: English/Spanish

Our Perks & Benefits…

- Equity packages for you to be a part of the SiteMinder journey

- Mental health and well-being initiatives

- Generous parental (including secondary) leave policy

- Paid birthday, study and volunteering leave every year

- Sponsored social clubs, team events, and celebrations

- Flexibility to work in a Hybrid model (2-3 days in-Mexico office)

- Employee Resource Groups (ERG) to help you connect and get involved

- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.