Support and Onboarding Executive

About the role

The Support & Onboarding Executive provides operational and technical distribution support to hotels and distribution partners across the MEA region. The role coordinates distribution requests, troubleshooting and issue resolution, and manages the onboarding and system implementation of new and converting properties, including system setup, connectivity, rate and room mapping, content validation, testing and channel activation.

Key responsibilities

• Distribution support: manage the regional distribution support mailbox and ticketing system, monitor and follow up on requests, provide first-line support for connectivity, rate and inventory discrepancies, room mapping and channel activation, coordinate with hotels, internal teams, technology providers and partners, escalate unresolved issues and keep accurate support records and reports.
• Property onboarding: coordinate onboarding for new openings and brand conversions, liaise with hotel teams and corporate departments, set up properties across CRS, PMS, Channel Managers, GDS and OTA platforms, manage room and rate mapping, connectivity and content validation, coordinate testing, channel activation and go-live readiness, and monitor post-launch performance.
• Systems and process improvement: maintain onboarding records, trackers and configurations, update documentation, checklists and SOPs, identify recurring issues and recommend improvements, and ensure compliance with regional distribution standards.

Required profile

• 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.
• Experience in hotel openings, brand conversions or distribution onboarding is preferred.
• Previous experience with Millennium Hotels & Resorts systems is an advantage.

Required skills

• 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.
• Experience with OPERA PMS and distribution connectivity providers is an advantage.