Direct Channel Executive

About the role

HBX Group is the world's leading technological partner, connecting and empowering the world of travel. We bring together local and global brands in accommodation, transport, activities and payments through a network of 300,000 hotels and 60,000 high ‑ value clients across 140 source markets. Tech ‑ driven with a customer ‑ first philosophy, our commercial teams combine deep market knowledge with a global approach and a local touch. Our people-Team HBX Group-are the heart of the company, encouraged every day to move fast, dream big, and make the difference. We believe that our unique combination of tech + data + people sets us apart. Job Summary: The DCS Executive will be part of the Global Support Desk team, responsible for delivering high-quality operational and technical support to partners and clients. This role plays a key part in enhancing partner performance across direct channels by ensuring seamless system operations, optimizing digital tools, and enabling client self-sufficiency through training and ongoing support.

Responsibilities

• Ensure effective support delivery to partners and clients
• Resolve requests from DCS teams, Smart direct clients, and partners within defined SLAs using the ticketing system.
• Drive optimization of partners' direct channel performance
• Support hotels in improving their official websites and booking engines to maximize direct revenue.
• Act as the primary operational contact for partners
• Provide first-line support and maintain consistent communication through structured channels (e.g., ticketing systems).
• Enable partner self-sufficiency through training
• Train clients on CRS and CMS tools (including booking engines and website management) to improve their independence and efficiency.
• Maintain and improve system configuration accuracy
• Manage and update CRS elements such as rates, inventory, payment methods, and reservations to ensure business continuity.
• Support digital and web product execution
• Ensure websites and digital tools are updated and optimized , including content, landing pages, email templates, and compliance elements.
• Assist in administrative and operational processes
• Manage partner-related administrative tasks such as invoicing queries, addendum support, and portfolio-related activities.
• Contribute to business support and growth initiatives
• Support the Commercial Operations Manager and contribute to initiatives aimed at improving partner performance.

Requirements

• Strong knowledge of hotel online distribution and direct channel management
• Hands-on experience with CRS, Channel Managers, or booking systems (rates, inventory, reservations)
• Experience in customer support or partner relationship management, with the ability to manage requests within SLAs (Atlassian tools preferred)
• Proficiency in Microsoft 365 is required ; knowledge of Salesforce and reporting tools is a plus
• Excellent written and spoken English; additional languages are an advantage
• Strong communication skills with high empathy and the ability to influence and engage partners
• Self-driven, resourceful, and able to work independently in a fast-paced environment
• Strong analytical, organizational, and problem-solving skills
• Positive, adaptable team player with attention to detail and a passion for e-travel and hospitality
• At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected. Join us and be part of a team where equal opportunities truly make a difference.
• You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.
• As well as an attractive benefits package you will be able to work:
• Within an innovative, engaging and multicultural environment.
• Have the opportunity to build strong and lasting busines

Benefits

Additional Information

HBX Group is the world's leading technology partner, connecting and empowering the world of travel. We're game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to 'move fast, dream big and make the difference' every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our 'global approach, local touch' mentality. We're headquartered in Palma, Mallorca and employ around 3,500 people worldwide. JOB DESCRIPTION:

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at hotelbedsgroup? Share your experience