Job Title: Hotel Operations & Distribution Support Specialist (Japanese Bilingual)
Location: Atlanta, GA (Hybrid – 3 days per week in office)
Salary Range: $46,226 – $73,000 (Bonus eligible)
Overview
A global function providing consultation, resolution, and operational support to hotel departments, ownership groups, management companies, internal partners, and external distribution partners including OTAs and travel agents. This role handles incoming and outgoing consultations as well as educational engagements via phone, email, and Microsoft Teams, addressing questions related to brand initiatives, hotel standards, systems, and operations.
The position provides troubleshooting and resolution for rate, inventory, and distribution issues impacting hotel performance and revenue, including system connectivity issues between hotels and third-party partners. This role also supports service and quality planning and leads disaster triage for hotels across the Americas region, including natural disasters and on-property incidents.
Your Day-to-Day
- Specialize in hotel operations while supporting current initiatives, policies, and operational standards across the organization
- Solve complex technical and operational issues while retaining and applying high volumes of operational data
- Investigate booking, content, and distribution issues impacting revenue when reported by hotels, internal stakeholders, or travel industry partners
- Identify trends and report recurring issues impacting normal hotel operations based on daily interactions
- Create and maintain informational resources that enable self-service support for hotel staff, owners, management companies, and internal partners
- Troubleshoot and resolve distribution errors, rate parity issues, revenue challenges, and system management concerns
- Serve as frontline operational support during large-scale natural disasters and significant incidents across the Americas region
- Provide accurate, timely responses to inquiries from both internal and external partners regarding systems, applications, and operational initiatives
- Complete special projects as assigned
What We Need From You
- Fluency in Japanese is required
- 5–10 years of progressive experience with demonstrated proficiency in hotel operations; strong technical aptitude required
- In-depth knowledge of hotel operations, applicable rules and regulations, and relevant systems and programs
- Strong communication skills with the ability to tailor messaging—verbal and written—to various audiences, including hotel leadership, executives, owners, and internal partners
- Proven troubleshooting skills with strong attention to detail
- Technical expertise supporting and resolving system connectivity issues with external partners
- Demonstrated knowledge of hotel systems, programs, training principles, and operational procedures
- Ability to stay current with industry trends and changes
- Strong problem-solving, time-management, and multitasking abilities
- Ability to build and maintain trusted, high-impact relationships
- Big-picture thinker with strong technical execution
- Strong proficiency in Excel, PowerPoint, Outlook, and Microsoft Teams
- Bachelor’s degree in Hotel Management, Business, Education, or a related field, or an equivalent combination of education and experience
Compensation & Benefits
- Bonus eligible, as applicable
- Comprehensive benefits package including paid time off, medical, dental, vision, 401(k), and additional benefits