Support & Onboarding Executive

Role overview

Distribution support

• Manage the regional distribution support mailbox and ticketing system; monitor, prioritize, and follow up on requests.
• Provide first-line support for connectivity, rate and inventory discrepancies, room mapping, and channel activation.
• Coordinate issue resolution with hotels, internal teams, technology providers, and distribution partners; escalate unresolved issues.
• Maintain accurate support records and reports.

Property onboarding and implementation

• Coordinate onboarding for new hotel openings and brand conversions with hotel teams and corporate departments.
• 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 resolve outstanding issues.

Systems and process improvement

• Maintain 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 additional duties as assigned.

Qualifications and 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.
• Strong Microsoft Office and English communication skills.

Preferred experience

• Experience with hotel openings, brand conversions, or distribution onboarding is preferred.
• Experience with OPERA PMS and distribution connectivity providers is an advantage.
• Previous experience with Millennium Hotels & Resorts systems is an advantage.