Meet Frontdesk: Online Travel Agent Manager

For this edition of Meet Frontdesk, we sat down with Ellie Callahan, Online Travel Agent Manager. Ellie started at Frontdesk in November 2019 and has since taken on many different roles. Since beginning at Frontdesk, Ellie has continuously demonstrated her growth mindset and doing the right thing. When she’s not working, Ellie enjoys working out, traveling, yoga, photography, dancing, and singing.

Tell me about your role and what you do here at Frontdesk?

Since November of 2019, I’ve been part of the online travel agent team at Frontdesk, where I’ve focused my time on providing exceptional service. I was so blessed to move up to Senior Online Travel Agent in September of 2020 and was most recently promoted to Online Travel Agent Manager in April of 2021. I directly manage a team of online travel agents. We assist with pre-stay, in-stay, and post-stay hospitality and customer service. We work with 6+ completely different platforms. I help resolve guest escalations and coach the team.

What do you enjoy most about your role?

Helping people. Whoever I talk to, I want to make sure when I’m done with the conversation, they have a smile on their face. I want to help people enjoy their experience with Frontdesk.

What were you doing before Frontdesk and what brought you here?

Prior to this role, I went to college for science. I received an associates degree in applied science. I also worked in a very large physical therapy facility where I spent 3 years as the director of marketing. I focused on building physician relationships, branding, sponsorships, and direct advertising.

 I started out at Frontdesk working 7 days a week and I just had to leave my other job because I loved working remotely in such a tight-knit team. I’ve always been a working mom and staying at home has really helped my children in a positive way.

What has been your biggest learning experience since starting at Frontdesk?

As the OTA manager, I have established a commitment to customer service, strong interpersonal skills, the ability to manage a growing team, and the ability to solve guests escalations. I am all about hospitality and delivering the best experience possible for our guests. I’ve learned the ins and outs of the hospitality industry and I love it!

What advice would you give to others in your role?

Be patient and empathetic. Days can be hard and frustrating and feel nonstop but at the end of the day remember you are in customer service. Never stop caring for people.

Participate in meetings and take lots of notes! You can never have enough notes!

What surprised you about working at Frontdesk?

OTA is so unique because no two platforms are the same. It really is a huge learning experience being on the other side of the platforms. I still get surprised because you honestly learn something new every day.

What is your favorite Frontdesk city?

I LOVED Louisville. The East Jefferson apartments were really cool. Two balconies and a rooftop? Who doesn’t love city night views?

Bucket list place to visit?

Santorini, Greece because of the Luxury whitewashed houses with extraordinary views to Aegean Sea, mesmerizing sunrises and sunsets and a wide range of romantic activities!