Job Description

Role Summary

The Team Leader-Market Coordinators (MCs) will oversee the day-to-day activities of the MC team, ensuring smooth operational control of hotel bookings and timely reporting of tech issues impacting rates, mapping, inventory, and connectivity. The role requires strong coordination between Market Managers (MMs), hotels, channel managers, operations, and product/tech teams to maintain service quality and booking accuracy.

Key Responsibilities

1. Team Leadership & Workflow Management

Supervise a team of Market Coordinators and ensure timely completion of daily tasks. Allocate responsibilities, track productivity, and ensure adherence to SLAs. Train team members on new processes, tools, and system updates.

2. Tech Issue Identification & Resolution Coordination

Monitor and identify issues related to: Rate mismatch Inventory not flowing Room/Rate mapping errors Channel manager dysconnectivity Wrong cancellations or booking failures Act as the primary escalation point between MCs / MM's and the Product/Tech teams. Follow up with Channel Managers (Siteminder, HyperGuest, RateTiger, Staah, etc.) and hotels to ensure quick resolution. Track all tech issues through a ticketing system and ensure closure within timelines.

3. Operational Control on Hotel Bookings

Ensure booking confirmations, amendments, and cancellations are handled accurately and within deadlines. Support the operations team in resolving urgent booking-related issues such as: Voucher mismatch Rate issues Duplicate bookings Hotel non-confirmation Review booking patterns and highlight repeat issues to prevent future operational errors. Maintain strict control over service delivery standards for hotel bookings.

4. Support for Market Managers (MMs)

Assist Market Managers in housekeeping tasks for direct contracted hotels such as: Rate loading checks Promotion/offer implementation Extranet configurations Content, gallery, and amenities updates Provide MMs with insights on issue trends and areas requiring attention.

5. Process Improvement & Quality Control

Build SOPs for repetitive tasks to improve efficiency and reduce errors. Audit hotel listings, rate plans, and mapping to ensure system accuracy. Identify gaps in workflow and propose actionable solutions. Conduct root-cause analysis on major failures and ensure corrective action.

6. Reporting & Documentation

Maintain issue logs, booking-related escalation reports, and resolution TAT metrics. Share weekly dashboards with MMs and senior management on MC productivity and system issues. * Track and report top recurring problems affecting booking or revenue.