รายละเอียด

Hotel Distribution & Client Operations Executive

GetGuest | Phuket, Thailand

About the role

GetGuest manages the online commercial operations of independent hotels.

We are looking for a Hotel Distribution & Client Operations Executive to own the day-to-day delivery for our hotel clients.

This is not a sales role.

You will work directly with hotel owners and operations teams to make sure their OTA, PMS, reporting, and account operations run properly.

The goal of the role is simple:

Clients get answers, systems work, reports go out, and open issues get closed without needing the founder for routine work.

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What you will own

1. Client operations

→ Be a main day-to-day contact for assigned hotel clients

→ Reply to routine client questions and operational issues

→ Follow up missing information and outstanding actions

→ Give clients progress updates

→ Track open issues until they are fully resolved

→ Coordinate with hotel teams when something needs action from their side

→ Keep client information and internal tasks up to date

GetGuest currently commits to responding to client messages within 12 hours, including an acknowledgement when an issue cannot be solved immediately.

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2. OTA management

→ Set up and maintain hotel OTA accounts

→ Update listings, room details, policies, facilities, and photos

→ Set up room types and rate plans

→ Check promotions and selling conditions

→ Troubleshoot availability and reservation issues

→ Check that rooms and rates are displaying correctly

→ Work with OTA support when an issue needs escalation

→ Maintain accurate and complete listings

→ Monitor for configuration problems and fix routine issues

Adding or removing a sales channel remains a strategic decision and is not part of this role’s independent authority.

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3. PMS and distribution systems

→ Help set up hotel PMS accounts

→ Configure room types and rate plans

→ Connect and map distribution channels

→ Test rate and availability sync

→ Test reservation flow

→ Add users and manage normal access

→ Troubleshoot system and connectivity issues

→ Support hotel staff with normal system questions

→ Correct routine configuration problems

You should be comfortable learning hotel systems and understanding how PMS, Channel Manager, OTA, and Booking Engine workflows connect.

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4. Weekly and monthly reporting

You will own the normal reporting workflow for assigned clients.

Weekly

→ Review OTB data

→ Check for obvious errors

→ Identify important changes in booking pickup

→ Prepare the weekly OTB update

→ Send the report to the client

Monthly

→ Collect and check monthly performance data

→ Prepare the monthly report

→ Review Occupancy, ADR, RevPAR, Room Nights, channel mix, source markets, and other relevant performance data

→ Prepare a clear performance summary

→ Add agreed actions for the next month

→ Send the report directly to the client

→ Answer routine questions about the report

GetGuest uses YoY as the standard comparison when suitable, with exceptions for properties without comparable historical data.

Billing and commercial discussions are not part of this role.

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5. Revenue strategy execution

The founder owns revenue strategy.

You help execute it.

Once trained, you may:

→ Adjust prices within approved instructions and guardrails

→ Implement agreed rate changes

→ Set approved restrictions

→ Activate or adjust approved promotions

→ Check that pricing changes reach all channels correctly

→ Identify unusual demand, booking pickup, or pricing issues

→ Flag dates that need strategic review

You are not expected to independently create the hotel’s overall pricing strategy.

The price should move with real demand every day, but major pricing decisions and changes outside approved guardrails go back to the founder.

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6. New hotel onboarding

When a new client joins, you will help take the property from signed agreement to operational go-live.

This can include:

→ Collecting hotel and account information

→ Checking system access

→ PMS setup

→ OTA setup

→ Channel mapping

→ Room and rate plan configuration

→ Promotion setup based on the agreed plan

→ Testing reservations

→ Testing rate and availability sync

→ Tracking outstanding information

→ Updating the client throughout implementation

GetGuest’s onboarding principle is that implementation is our responsibility, rather than leaving setup work for the hotel to figure out.

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7. Hotel staff training

Once you are trained and qualified, you will also be able to train hotel teams.

Training may include:

→ PMS basics

→ Reservations

→ Check-in and check-out workflows

→ Reservation changes and cancellations

→ OTA reservations

→ OTA payment workflows

→ Common operational problems

→ What the hotel manages versus what GetGuest manages

Previous hotel training experience is helpful, but not required if you have a strong hotel systems background and can learn quickly.

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What you can decide yourself

Once trained, we expect you to take ownership.

You should not ask for approval for every normal task.

You can independently:

→ Handle routine client communication

→ Solve normal PMS and OTA issues

→ Update listings and configurations

→ Follow up clients

→ Send weekly reports

→ Prepare and send monthly performance reports

→ Coordinate normal training and support

→ Fix routine operational errors

→ Manage assigned client tasks and open issues

→ Execute approved actions inside established guidelines

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What still goes to the founder

→ Revenue strategy

→ Major pricing decisions

→ Decisions outside approved pricing boundaries

→ Major promotion strategy

→ Adding or removing sales channels

→ Scope changes

→ Fees, invoices, discounts, and contracts

→ Client renewal or cancellation discussions

→ Serious client complaints or retention risks

→ Major system or service changes

→ Any commitment to a specific commercial result

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What we are looking for

Strong fit

→ Experience working in a hotel, hospitality company, OTA, reservations, e-commerce, revenue, or distribution role

→ Comfortable working with hotel PMS and OTA extranets

→ Understands hotel reservations and rate plans

→ Good problem-solving skills

→ Comfortable communicating directly with hotel owners and staff

→ Can follow an issue until it is actually resolved

→ Organized with multiple hotel accounts at the same time

→ Comfortable working with performance data and spreadsheets

→ Good written Thai

→ Able to communicate in English for normal hotel and system work

→ Learns new systems quickly

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Strong advantage

→ Previous hotel distribution or OTA experience

→ PMS setup or administration experience

→ Channel Manager experience

→ Hotel revenue or pricing exposure

→ Experience producing hotel performance reports

→ Experience training hotel staff

→ Experience supporting several properties at the same time

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The person we want

You do not need to know everything on day one.

We care more about whether you:

→ Investigate before asking

→ Take ownership of problems

→ Communicate clearly

→ Notice when something looks wrong

→ Follow through without being chased

→ Know when a decision is routine and when it needs escalation

When you need help, we expect:

Here is what happened.
I checked these things.
This is what I think we should do.

Rather than:

What should I do?

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How the role grows

Stage 1

Learn GetGuest’s clients, systems, reporting, and operating standards.

Own low-risk execution and routine support.

Stage 2

Own normal client operations independently.

Run reporting, troubleshooting, account maintenance, onboarding tasks, and client communication.

Stage 3

Execute revenue actions inside approved guardrails.

Run hotel training independently.

Become the operational owner of assigned client accounts.

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What success looks like

→ Clients receive clear and timely support

→ Weekly and monthly reports go out on schedule

→ PMS and OTA problems are solved without unnecessary escalation

→ Client tasks do not disappear or remain open without follow-up

→ Account setup stays accurate

→ Approved revenue actions are executed correctly

→ New hotels can be onboarded with less founder involvement

→ The founder spends more time on strategy and less time on routine operations