Associate Manager, Distribution

Position Overview:

The Associate Manager, Distribution supports the Manager, Distribution in the operational leadership of LHW’s Distribution function. This role serves as a senior subject matter expert and escalation leader for hotel distribution technologies, channel connectivity, vendor support operations and internal distribution-related support activities.

Reporting to the Manager, Distribution, the Associate Manager helps to provide operational leadership and daily operations, manage complex distribution escalations, coordinate vendor activities and ensure member hotels successfully activate and maintain their distribution channels across SynXis, OTA, GDS/DHISCO and PMS-connected systems.

The Associate Manager acts as the secondary operational leader for Distribution team and serves as the primary backup to the Manager, Distribution during periods of absence or peak activity. While serving as an operational leader, this role also maintains an active case portfolio and directly supports complex distribution projects, escalations and hotel-facing operational activities.

Key Responsibilities

·       Lead the Distribution team responsible for hotel distribution services, channel connectivity, Aven customer support operations and distribution technology support.

·       Own the operational governance of LHW's distribution technology ecosystem, including SynXis, OTA connectivity, GDS/DHISCO services, and related distribution technology platforms.

·       Oversee distribution activation, maintenance and escalation processes to ensure hotels successfully deploy and utilize LHW-supported distribution services.

·       Act as the primary operational escalation point for complex distribution issues, coordinating resolution with internal teams, hotels and external technology partners.

·       Lead the operational delivery and continuous improvement of LHW's Service Bureau, including service standards, workflows, performance management and quality assurance.

·       Establish and maintain distribution standards, operating procedures, documentation and governance processes to improve consistency, scalability and service quality.

·       Partner with Revenue Management, Implementation, Global Servicing, IT and external partners to improve hotel adoption, reduce recurring issues and optimize distribution performance.

·       Analyze distribution trends, operational risks and hotel feedback to identify opportunities for process improvement, automation, training and service enhancements.

·       Monitor and communicate team performance through KPIs, including service volumes, escalations, SLA attainment, operational quality and hotel satisfaction.

·       Develop team capabilities, build distribution expertise, reduce dependency on individual subject matter experts and support succession planning and knowledge transfer.

People Management Responsibilities

·       Supports the Manager, Distribution in coordinating day-to-day team operations, workload balancing, prioritization and escalation management.

·       Provides operational leadership and subject matter expertise to Distribution Specialists.

·       Assists with onboarding, training, coaching and knowledge-sharing activities across the Distribution team.

·       Supports workforce planning, queue management and service-level monitoring to ensure timely issue resolution and service quality.

·       Serves as the operational and escalation backup to the Manager, Distribution during periods of absence, time zone differences or peak workload.

Skills

·       Strong expertise in hospitality distribution, channel management and distribution technology operations.

·       Knowledge of SynXis CRS, OTA connectivity, GDS/DHISCO workflows and hotel distribution ecosystems.

·       Understanding of hospitality revenue management principles and their relationship to distribution performance.

·       Experience working directly with hospitality technology vendors and support organizations.

·       Strong analytical and problem-solving skills with the ability to identify operational trends, risks and root causes

·       Proficient in English; experience supporting a global hotel portfolio is preferred

Key Qualifications & Experience

·       Bachelor's degree or equivalent professional experience.

·       Minimum 3 years of experience in hospitality distribution operations.

·       Demonstrated experience serving as a senior subject matter expert for distribution technologies and complex operational issues.

·       Experience leading projects, coordinating cross-functional initiatives or acting as a team lead.

Travel Requirements

Travel Required:  As needed

Benefits

The Leading Hotels of the World fosters a high-performance culture and generously rewards its employees for their contributions. Here is just a preview of the benefits we offer:

- Health insurance starting within your first month

- Private pension plan and life insurance

- Flexible meal and grocery voucher of BRL 1,328 per month

- One flex day per year

- Hybrid work schedule with two days per week in the office

- Up to USD 500 toward your home office setup during your first year

- Up to USD 500 in travel credit to support your passion for travel

- Lifetime Babbel subscription for language learning

About The Leading Hotels of The World, Ltd. (LHW)

Comprised of more than 400 hotels in over 80 countries, LHW is the largest collection of independent luxury hotels. In 1928, 38 independent hoteliers came together to create LHW. Since then, the Company has carefully curated distinctive hotels, resorts, inns, chalets, villas, and safari camps from the snow-capped Alps of Europe to the African veldt, to share them with adventurous souls who seek the remarkably uncommon. The LHW community is filled of exceptional individuals, united by a passion for the surprising discoveries and details that come with every experience. LHW’s collection covers the globe and promises a broad range of destinations and uncommon experiences, enhanced by LHW’s tiered guest loyalty program Leaders Club. From converted former palaces, and countryside retreats run by the same families for generations, to gleaming skyscrapers in dynamic urban centers, serene private island escapes, glamorous tented camps - and beyond - explore, find inspiration, and experience unforgettable travel moments. For more information visit: www.lhw.com, Facebook at @LeadingHotels, Twitter at @LeadingHotels and Instagram @leadinghotelsoftheworld