JOB SUMMARY
The Collections Analyst – OTA & Distribution Operations is responsible for managing day‑to‑day commission recovery workflows across online travel agency (OTA) partners, including Booking.com, Expedia, and other third‑party distribution channels. This role combines operational execution, partner communication, data validation, and reporting oversight to ensure timely recovery of outstanding payments and compliance with rate parity standards. The analyst will own OTA case prioritization and resolution, drive process consistency, and identify systemic issues to prevent recurring payment and data errors. Working cross‑functionally with Distribution, Billing, Finance, and Sales teams, this role plays a critical part in protecting revenue and maintaining strong external partner relationships.
RESPONSIBILITIES
- Serve as the primary point of contact for OTA partners regarding unpaid commissions, data discrepancies, and property suspension issues.
- Manage day‑to‑day commission recovery workflows, ensuring cases are prioritized, resolved, and documented consistently.
- Coordinate with Distribution leadership to align operational issue resolution with broader strategic partner relationships.
- Ensure timely escalation, follow‑up, and closure of OTA‑related issues to minimize revenue risk and listing suspensions.
- Support rate parity monitoring and resolution efforts, as well as other channel‑related projects on an ad‑hoc basis.
- Validate OTA data and partner with Billing subject‑matter experts to resolve upstream transmission and reconciliation errors.
- Build, maintain, and enhance OTA‑specific reporting and dashboards to track payment trends, aging, suspension rates, and operational KPIs.
- Monitor and report on performance indicators including suspended property counts, average suspension duration, and expected revenue at risk.
- Partner with the Collections team to ensure OTA cases follow defined prioritization logic, aging thresholds, and service‑level agreements.
- Identify recurring or systemic issues and drive cross‑functional solutions to improve accuracy, efficiency, and prevention.
- Support the integration of OTA cases into Salesforce as part of centralized case management and reporting.
- Coordinate billing‑related escalations between commercial, finance, and operational teams to support timely resolution.
- Provide regular insights, reporting, and recommendations to senior leadership on OTA performance and revenue recovery trends.
QUALIFICATIONS
Employment Experience
- 4–7 years of experience in OTA operations, hotel distribution, revenue management, financial operations, or a related field.
- Direct experience managing OTA commission workflows and third‑party partner issue resolution strongly preferred.
Technical Skills
- Experience validating large data sets and reconciling financial or transactional data.
- Proficiency with data visualization and reporting tools (e.g., dashboards, spreadsheets, BI tools).
- Experience with Salesforce or similar CRM / case management platforms.
- Strong working knowledge of Microsoft Office products, particularly Excel.
Additional Skills & Competencies
- Vendor and partner relationship management
- Data validation and analytical problem‑solving
- Cross‑functional communication and collaboration
- Issue resolution and operational follow‑through
- Continuous improvement and process optimization mindset
Education Requirements
- Bachelor’s degree in business, finance, hospitality, or a related field or equivalent combination of education and work experience.
WORK LOCATION:
This position is available as a remote or in‑office opportunity.
Salary Range
The salary range for this position is $57,000 to $67,000 annually. In addition to the annual salary, this role is eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP).
The pay range listed is for this position and is what Choice Hotels reasonably expects to pay. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors including, but not limited to, relevant education, qualifications, qualifications, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
#LI-Remote
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