JOB SUMMARY

The GDS Rate & Inventory Management Specialist 2 helps ensure Choice hotels worldwide are accurately and effectively distributed through online travel agencies (OTAs) and global distribution systems (GDS). This role manages channel quality, serves as an escalation point for complex distribution issues, and maintains the knowledge resources that teams and hotels rely on. The Specialist 2 supports projects and quality initiatives, provides program management leadership, and recommends improvements to departmental processes and procedures. This is an individual contributor role reporting to the Supervisor, Channel Management.

Note: This role is onsite 4 days a week in Scottsdale, AZ and is not eligible for visa sponsorship now or in the future.

RESPONSIBILITIES
Escalation Support

• Serve as an escalation point for complex OTA and GDS issues.
• Partner with external distribution partners, including Booking.com, Sabre, and Expedia, and internal teams, including Choice IT and the Distribution Account Manager, to resolve issues within established service-level timelines.

Rate and Inventory Accuracy

• Ensure hotel rates and inventory availability are accurately distributed across OTA and GDS channels, supporting hotel revenue optimization.

Rate Loading

• Assist with loading negotiated and chainwide rates for OTA and GDS partners. Troubleshoot GDS rejects, failed negotiated rate loads, and related audit issues.

Projects and Quality

• Lead or support projects such as partner and platform onboarding, OTA contract implementation, and OTA content audits.
• Contribute to quality assurance efforts and controls that support accurate and effective distribution.

Knowledge Management

• Maintain and enhance internal and external OTA/GDS knowledge resources. Collaborate with Training and other departments to ensure documentation remainsaccurate and current, establish best practices for clear and concise knowledge articles, and develop resources supporting new product launches and system enhancements.

Channel Monitoring

• Continuously monitor OTA and GDS distribution channels and maintain comprehensive knowledge of channel operations and relevant industry practices.

Industry Trends

• Stay informed about hospitality distribution trends, emerging technologies, and industry practices, and analyze their potential impact on Choice Hotels' business strategies.

Leadership and Process Improvement

• Provide program management leadership and recommend improvements to departmental and team processes and procedures.

QUALIFICATIONS

Employment Experience

• 1–3 years of customer service experience in franchising and/or technical support roles required.
• Experience with OTA and GDS distribution preferred.

Technical Skills

• Experience using ticketing applications for issue resolution, such as ServiceNow.
• Knowledge of central reservation systems (CRS) and property management systems (PMS) preferred.
• Proficiency in Microsoft Word, PowerPoint, and Excel required.

Additional Skills & Competencies

• Strong problem-solving, communication, and interpersonal skills.
• Strong attention to detail with demonstrated organizational and prioritization skills.
• Ability to independently and collaboratively resolve complex issues across multiple systems.
• Ability to work effectively under pressure, prioritize competing needs, and meet deadlines with a sense of urgency.
• Comfort working through complexity, ambiguity, and change, with openness to new ideas and approaches.
• Ability to uphold Choice’s Values & Performance.

Education Requirements

• High school diploma or GED required, or an equivalent combination of education and relevant work experience.

Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide

About Choice

Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We’re the hotel company for those who choose to bet on themselves — the striver, the dreamer, the entrepreneur — because that’s who we are, too.

At Choice, we are united by the simple belief that tomorrow will be even better than today — for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward — giving our work at Choice a purpose larger than our business.

Our corporate office locations:

North Bethesda, MD — Located at Pike & Rose, our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.

Scottsdale, AZ — Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.

Minneapolis, MN — Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.

Field/Remote — Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.  

Choice’s Cultural Values

Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity

Choice’s Leadership Principles

Act with Intention | Lead with Authenticity | Grow & Deliver