Apple Leisure Group

  • QA Analyst Direct Channels- Direct Channel

    Job Locations US-PA-Newtown Square
    Posted Date 5 months ago(7/23/2018 11:47 AM)
    # of Openings
  • Overview

    The overall purpose of this position is to monitor the direct channels of distribution, (Including Call Center and Online Booking Engines, GDS, and UVC) to provide detailed reporting on performance and trends, and analytics to identify areas of opportunity and strengths and weakness in booking patterns and behavior, to present coherent initiatives and plans to maximize channel potential, in addition to monitoring these channels for quality assurance, to ensure guidelines are being met, and resorts are being featured correctly. This will subsequently increase the revenue and efficiencies of these channels.


    • Completes detailed audits respective to direct channels of all AMResorts distribution including:
      1. Call Centers
      2. Brand booking engines for packaged and land only
      3. GDS
      4. UVC
    • Analyzes direct channels thoroughly for performance and areas of opportunity
    • Complete daily, weekly, and monthly production and productivity reports on the direct business trends in relation to company goals
    • Present comprehensive monthly analysis on trends and propose strategic initiatives to improve performance
    • Oversee implementation of call center strategy plan and report results to executive team
    • Prepare monthly billing report for call center and distribution of expenses back to hotels
    • Monitor budget spend and allocation
    • Act as liaison to call center management on behalf of AMResorts providing clear feedback to AMR on areas of opportunity, hold regular meetings and provide detailed notes as needed
    • Lead liaison to call center trainers; update training content when applicable
    • Provide presentations and training on all new properties to res agents when requested
    • Manage call center incentives and initiatives
    • Maintain and support any design updates to booking engine templates
    • Make decisions on cancellation and rate policies based on the needs of the resort and guest
    • Organize FAM trips and incentive trips for call center agents as needed
    • Monitor credit card process and provide support on day to day errors, as well as developments
    • Ensure rates are loaded and displayed correctly in applicable channels as necessary
    • Test all booking links before marketing materials are distributed
    • Provide assistance to assistant distribution manager on developing new strategic linking partners
    • Provide support to assistant distribution manager on booking engine enhancement testing, and development.
    • Provide feedback and training to resorts or trainer on new technological developments in the crs, or cro
    • Monitor rates, and parity daily in all direct channels including booking engine and GDS
    • Assist with development and testing of new channels and booking engine functionality
    • Ensure GDS rates agreed are loaded and appearing correctly
    • Various additional projects as assigned



    • Degree level qualification or equivalent
    • Experience:
    • 1-3 Years travel industry experience, preferably in areas of reservations, revenue management or sales but not required, internships accepted as relative work experience


    • Language:
    • English
    • Spanish preferred but not required
    • Characteristics:
    • Must have above average skill in Microsoft Excel, with the ability to use pivot tables and data presentation
    • Ability to provide data analysis, review and presentation
    • Excellent written and oral communication skills
    • Presentation skills
    • Excellent PC literacy skills
    • Microsoft Access experience preferred but not required
    • Excellent time management and project management skills
    • Ability to achieve defined objectives with minimum supervision
    • Attention to detail, proactive and good organization
    • Valid passport and ability to travel required
    • Ability to work in a fast paced environment independently

    Physical Demands:

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands to handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop; kneel; crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


    Work Environment:

    The noise level in the work environment is usually moderate, but can be high at times.



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