Reservations and Call Center Operations
• Manage the day to day performance of Sage’s third party reservations call center against service level agreements, conversion targets, and quality standards.
• Serve as the primary liaison to the call center vendor on service issues, scripting, escalations, and brand standards.
• Monitor call quality, deliver performance feedback, and coordinate training protocols as needed.
• Produce and analyze call center reporting and booking forecasts to improve conversion, guest experience, and forecast accuracy.
• Conduct monthly billing audits and submit property level billing in conjunction with the corporate accounting team.
• Evaluate the long term role of the voice channel as call volumes shift, and recommend how the reservations service should evolve to keep delivering value to participating hotels.
Central Reservation System Administration
• Serve as chain level administrator for the SynXis central reservation system, owning configuration standards, user access, permissions, security roles, and template governance.
• Publish and enforce a prescribed rate plan standard with a single naming convention portfolio wide, so a promotion is built once rather than hotel by hotel.
• Lead product simplification across the Independent Collection, consolidating room types, packages, and policies into a clean and comparable set.
• Own booking engine configuration, merchandising, and change deployment, reducing dependency on vendor lead times and third party ticketing.
• Lead central reservation system onboarding for new management agreements, including data mapping, connectivity testing, parity validation, and go live support.
• Conduct recurring configuration, content, and rate parity audits, document findings, and drive remediation with property and corporate teams.
• Maintain system documentation, standard operating procedures, and training materials, and deliver training to property and corporate users.
Direct Channel Performance
• Establish and maintain a direct booking contribution baseline by hotel, and report performance against it on a recurring basis.
• Merchandise the direct offer across the portfolio, including promotions, packages, and member rates, deployed at portfolio scale rather than property by property.
• Partner with digital marketing on the direct booking path, including rate presentation, content accuracy, and conversion performance.
• Translate channel performance into terms an owner recognizes, including effect on cost of acquisition, franchise fee exposure, and gross operating profit.
• Support connectivity and content across third party channels, including troubleshooting availability, rate, and inventory distribution.
Operational Support to the Distribution Function
• Assume recurring system administration, access management, and vendor coordination currently held at the Corporate Director level.
• Serve as an escalation point for property level reservations and distribution issues, resolving directly wherever possible.
• Provide project level direction to Revenue Analysts on distribution and system initiatives, in coordination with their manager.
• Maintain the service record that ties delivery to property billing, so any hotel charged can be shown what it received.
Efficiency, Automation, and Cost Management
• Document and standardize recurring production, then apply Sage’s enterprise tools, including SageGPT and BoxAI, to reduce manual effort where it is appropriate to do so.
• Maintain clear human review points so that accountability for any output reaching a hotel remains with a named person.
• Support vendor contract renewals and negotiations, and track realized savings against prior terms.
• Identify duplicated licenses, dormant subscriptions, and redundant reporting across commercial platforms, and recommend consolidation.
• Quantify the cost impact of distribution initiatives in terms of both hotel expense and Sage overhead.
OTHER RESPONSIBILITIES
• All other duties as assigned, requested, or deemed necessary by management.
SUPERVISORY DUTIES
This position does not carry direct reports at this time. It provides project level direction to Revenue Analysts on distribution and system initiatives, and manages third party vendor relationships on Sage’s behalf. Direct supervisory
responsibility may be added as the function develops.
PERFORMANCE MEASURES
• Direct booking contribution by hotel, measured against the established baseline.
• Call center service level attainment, conversion performance, and billing audit accuracy.
• Completion of chain level central reservation system milestones on schedule.
• Rate plan and product conformance across the Independent Collection.
• Documented cost savings and efficiency gains delivered to Sage.
• Retention and satisfaction of hotels participating in the reservations and analyst programs.
