Director, Distribution Support - Raffles & Fairmont (part of Accor) F/M/X

The Director, Distribution Support enables maximization of topline revenue and profitability for Fairmont and Raffles properties (part of Accor) by managing the Connectivity Roadmap with the Accor Central teams, as well as the ongoing support and training of hotel teams on distribution-related topics. The Director’s responsibility encompasses ensuring that all technical distribution configurations, channel content, and automated rate displays safeguard the prestige, pricing integrity, and guest-experience standards of the Fairmont and Raffles brands.

The role requires a holistic business approach, staying informed of and influencing the technology enhancements with internal systems and external partners, and integrating them into the Distribution roadmap for the Fairmont and Raffles brands. The Director continuously analyzes the current Distribution framework, seeking enhancements and improvements to enable problem free traffic of availability, rates, inventory, reservations, and content, while taking hotel business needs into consideration. The position also supports distribution onboarding of new opening hotels and those transitioning into the Accor Distribution infrastructure.

Distribution System and Hotel Support:

• Subject matter expert on Accor distribution related applications
• Liaises with central connectivity and connected partner relationship management teams to stay abreast of partner platform enhancements, and establishes strategy on how best to engage with these partners to distribute inventory, rates and content to all customer-demand touch points (B2B and B2C) that support the Brands’ strategies.
• Liaises with central owners of distribution related applications (internal and external) to engage regarding scheduled and requested system enhancements, advocate for our portfolio’s business requirements and guide change management as needed
• Manages channel content and data quality related to Availability, Rates and Inventory. Continuously analyzes these areas and manages process improvement initiatives.
• Champions hotel engagement with the Hotel Knowledge Database.
• Responsible for the execution of campaign loading submissions and related data quality controls.
• Regularly provides analysis of support and loading ticket resolution time and topics, to drive global, systemic quality improvements.
• Actively engages with pilot programs for distribution systems, system enhancements or processes related to room, and non-room revenues, tracking challenges and resolution, evaluating for mass roll out and creating supporting documentation for successful implementation.

Communication, Processes and Procedures:

• Responsible for the creation, delivery, and ongoing maintenance of process SOPs related to the distribution environment and applications
• Valdiates, directs and manages internal system enhancement requests for distribution applications
• Oversees monitoring and influence on SLA compliance from Accor support and loading teams
• Maintains regular, open communications with Global and Regional Level Departments within the commercial discipline, vertically with other brands, and select stakeholders that influence distribution strategy success, such as Accor Tech and other departments.
• Establishes and maintains open communication with distribution partners, ensuring partner system enhancements and features are reviewed and evaluated to be in line with overall Brand strategies
• Establishes and maintains communication with hotels, ensuring they are educated on partner system enhancements and features, optimize their use and remain in line with overall Brand strategies
• Represent the Distribution discipline at internal gatherings such as Customer Advisory Boards, Regional Sales Meetings, Regional Revenue Management meetings
• Represent Fairmont/Raffles within Distribution focused industry associations, partner business reviews and hands on user group forums.

Hotel onboarding/openings:

• Regularly reviews loading and communication process relating to new openings with loading support teams, to ensure continuous process improvement and shortening of time to distribution live
• Supports opening critical path management for distribution related topics

Training and Development

• Establishes and maintains training material and process documentation for distribution environment and systems specific to Fairmont and Raffles brands.  
• Using the RevUP platform, regularly shares best practices and is available to the hotels as a knowledge expert in the distribution landscape.
• Oversees training activities for current and new Hotel Commercial Division team members, in existing and new opening/onboarding hotels.

• Minimum of 5 years of distribution and RM experience in multiple hotels and brands. Luxury Hotel experience required.
• Experience in Project Planning/Execution
• Strong technical background, experience with system upgrades and transitions
• Fluent in English; Additional languages are an asset. Communicates effectively both verbally and in writing, translating complex revenue management concepts appropriate for the needs of the audience
• Exhibits the ability to gather and organize information using a logical and systematic process; recognizes patterns and relationships in complex data; examines data to identify implications, problems and draw appropriate conclusions; generates alternative solutions to problems; evaluates strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
• The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.
• able to effectively interact with internal teams and onboarding hotel teams, direct change to adopt optimal business practices, and drive highest quality and efficiency of support team activities and processes.
• highly organized individual with track record of managing multiple projects efficiently. Ability to transition “external” or new teams to Accor methodology and SOPs.
• Knowledge of total hotel revenue management concepts, processes and strategies (including sales cycles and trends, account management, pricing, and inventory management).
• Knowledge of economic and accounting principles and practices, P&L statements, operating budgets, forecasting and scheduling, and the reporting of financial data.
• Knowledge of business and management principles involved in strategic planning, resource allocation and coordination of people and resources.
• Broad Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics and sales control systems.