Connectivity Objectives and Expectations
Last updated: August 13, 2025
Objectives
3-6-9 Month Expectations
The purpose of this section is to serve as a general guideline for skill development throughout the onboarding process to the Connectivity team. This should be viewed as an outline for progressive learning and will serve as guidance for team members looking to increase their independence, set objectives, and work toward promotions. For most promotions, you must be in your current role for at least 12 months. Specifics will continue to be discussed in 1:1s.
3 Month Expectations
General Competencies
- Complete FareHarbor Fundamentals e-learnings
- Complete Connectivity training and e-learnings
- Work concurrently on live and new connections to learn workflows
- Understand general company policies and processes – how to contact IT, HR, manager
- Understand and follow Connectivity team OOO policy and submit requests in Workday
- Engage in Slack messages (respond/track updates/read newsletter)
- Attend global and regional Connectivity meetings
- Maintain good email communication with clients and partners
- Navigate all OTA extranets successfully
- Comfortable calling clients to answer straight-forward or clarifying questions
- Understand and effectively utilize all Connectivity softwares: ZD, Close, Slack, AT
- Set goals with manager at 3 months and receive team assignment
Live Connections Competencies
- Properly prioritize tickets and add accurate ticket tags using Close, AT, Help Pages
- Solve low priority Viator, GYG, and Google tickets
- Troubleshoot simple connection issues/questions (new product connections, start time updates, customer type updates, when to recommend separate tour options, general OTA questions about payment, custom fields, pricing)
- Solve an average of 83 tickets per month (20.75 tickets/week)
- Comfortable triaging additional requests to support/channel support/external team (use of internal request forms)
- Use of internal notes for team visibility
New Connections Competencies
- Properly prioritize tickets and add accurate ticket tags using Close, AT, Help Pages
- Move tickets from Zendesk to Airtable and correctly prioritize/fill out all fields
- Make use of Airtable notes for mapping checks and team visibility
- Daily workflow: Adhere to new connection follow-up process, respond to clients in a timely manner
- Reviewing/responding to OB slacks for newly live clients and updating AT accordingly
- Understand connection workflows for each OTA after request is received or dashboard goes live (no active products, requesting supplier pages/login info, GYG price over API, how to initiate Expedia mapping, Google eligibility)
- Mapping check percentage of 80%
6 Month Expectations
General Competencies
- Understand how to escalate cases to Account Management
- Answer basic Slack messages in #connectivity (ask agent to submit a ticket to Connectivity, give connection status updates, answer general OTA questions i.e. payment, pricing, custom fields)
- Utilize the GYG Integrator Portal for troubleshooting
- Handle basic resource setups (group resource updated for per person bookings)
- Add dashboard admin notes when appropriate to signal unique setups
- Utilize help pages and other resources to stay current with dashboard functionality
- Understand SEPA procedures
- Participate in ongoing team projects
- Check CSAT and SLA scores regularly. Action ticket audits with “needs review” status and review all notes to enhance ticket quality
- Come to 1:1s prepared to discuss pain points, knowledge gaps, give and receive feedback, ask questions, and check in on objectives
Live Connections Competencies
- Solve low and medium priority Viator, GYG, Google, and Expedia tickets
- Troubleshoot more complex connection issues (Viator booking failures, GYG deactivation errors, resource errors, Expedia mapping issues, Google TTD Center errors and workarounds)
- Solve an average of 165 tickets per month (41 tickets/week)
- Ticket audit percentage of 80%
New Connections Competencies
- Understand more complex mapping processes for Viator, GYG, Google (multiple dashboards/multiple OTA accounts, multi-item mappings, Viator tiered pricing, GYG group tiered pricing, vehicle setups on Viator, Google Travel Campaigns) as well as basic Expedia mappings
- Submit successful build requests for dashboard updates (and know when to utilize for efficiency)
- Ticket audit percentage of 80%
- Mapping check percentage of 85%
9 Month Expectations
General Competencies
- Comfortable answering most Slack messages in #connectivity
- Answer #connectivity-questions
- Build and troubleshoot complex resource setups (multi-resource, customer type and availability openers, split parties, whole booking/per customer, unlisted availabilities with separate resource requirements, seat maps)
- Able to handle escalations via phone, email and Slack (for clients and other FH teams)
- Utilize the #api-idea-box to recommend Connectivity-related features
- Identify areas of interest and growth opportunities that benefit performance or career goals
- Understand when and how to triage slack questions to CS, SP, Support, Software Partnerships
- Update and track objectives/KRs in Workday (use of help pages for process)
Live Connections Competencies
- Understand how to solve more complex low and medium priority tickets (escalated clients, Channel partner requests, complex resource troubleshooting (see above examples), connection audits, Expedia transportation, Connectivity-adjacent dashboard questions (manifest issues, OTA distribution networks, affiliate rules, custom booking restrictions))
- Contribute discussion topics to live connection meetings
- Solve an average of 250 tickets per month (62.5 tickets/week)
- Average time spent on tickets should decrease and start to align with the team average (15 min/ticket)
- Ticket audit percentage of 85%
New Connections Competencies
- Identify API incompatibilities and consult with clients/Sales/OB on the most successful builds for their long term needs
- Successful management of personal Airtable queues (follow-ups, requested queue, mapped-issue queue, in progress queue, efficient go-lives once checked)
- Able to project-manage 20+ item or multi-dashboard connections
- Contribute discussion topics to new connection meetings
- Mapping check percentage of 90%
- Ticket audit percentage of 85%