Support & Onboarding Executive

The Support & Onboarding Executive is responsible for providing operational and technical distribution support to hotels and distribution partners across the MEA region. The role coordinates distribution-related requests, troubleshooting, and issue resolution, while managing the onboarding and system implementation of new and converting properties. This includes coordinating system setup, connectivity, rate and room mapping, content validation, testing, and channel activation to ensure properties are fully operational across all relevant distribution channels.

Key Job Responsibilities

Distribution Support

• Manage the regional distribution support mailbox and ticketing system.
• Monitor, prioritize, and follow up on support requests to ensure timely resolution.
• Provide first-line support for connectivity, rate and inventory discrepancies, room mapping, and channel activation.
• Coordinate with hotels, internal teams, technology providers, and distribution partners to resolve issues.
• Escalate unresolved issues and maintain accurate support records and reports.

Property Onboarding & Implementation

• Coordinate distribution onboarding for new hotel openings and brand conversions.
• Liaise with hotel teams and corporate departments to ensure timely completion of onboarding requirements.
• Coordinate property setup across CRS, PMS, Channel Managers, GDS, and OTA platforms.
• Manage room and rate mapping, connectivity, and property content validation.
• Coordinate system testing, channel activation, and go-live readiness.
• Monitor post-launch performance and ensure outstanding issues are resolved.

Systems & Process Improvement

• Maintain accurate onboarding records, trackers, and system configurations.
• Update support documentation, onboarding checklists, and SOPs.
• Identify recurring issues and recommend process improvements.
• Ensure compliance with regional distribution standards and procedures.
• Undertake any additional duties as assigned.

Qualifications & Experience

• Bachelor's degree in Hospitality Management, Business Administration, IT, or a related field.
• 3–5 years of experience in hotel distribution, reservations, revenue, or hotel systems support.
• Knowledge of CRS, PMS, Channel Managers, GDS, and OTA platforms.
• Understanding of room and rate mapping, connectivity, and distribution processes.
• Experience in hotel openings, brand conversions, or distribution onboarding is preferred.
• Experience with OPERA PMS and distribution connectivity providers is an advantage.
• Strong Microsoft Office and English communication skills.
• Previous experience with Millennium Hotels & Resorts systems is an advantage.