Gerente Associado(a) de Distribuição (Associate Manager, Distribution)

Position Overview

The Leading Hotels of the World is seeking an Associate Manager, Distribution to support the operational leadership and day-to-day management of LHW’s Distribution function. Serving as a senior subject matter expert and escalation leader, this role supports hotel distribution technologies, channel connectivity, vendor operations, and internal distribution-related activities.

Reporting to the Manager, Distribution, the Associate Manager helps coordinate daily operations, manage complex escalations and vendor activities, and ensure member hotels successfully activate and maintain their distribution channels across SynXis, OTA, GDS/DHISCO, and PMS-connected systems. The role also maintains an active case portfolio, supports complex distribution projects and hotel-facing activities, and serves as the primary operational backup to the Manager, Distribution during periods of absence or peak activity.

This is a full-time position located in Sao Paolo. We offer flexible workplace policies that allow for working remotely 3 days a week and require being in our Sao Paolo office 2 days a week (Wednesdays and Thursdays).

Key Responsibilities

Distribution Operations & Service Management

• Support the day-to-day operations of the Distribution team, including hotel distribution services, channel connectivity, Aven customer support operations, and distribution technology support.

• Support 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 support the successful deployment and use of LHW-supported distribution services by member hotels.

• Serve as an operational escalation point for complex distribution issues, coordinating resolution across member hotels, internal teams, and external technology partners.

• Support the operational delivery and continuous improvement of LHW’s Service Bureau, including service standards, workflows, performance management, and quality assurance.

• Maintain an active case portfolio and directly support complex distribution projects and hotel-facing operational activities.

• Coordinate vendor activities related to distribution operations and technology support.

Operational Excellence & Performance

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

• 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.

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

Team Leadership & Development

• Support the Manager, Distribution in coordinating day-to-day team operations, including workload balancing, prioritization, queue management, service-level monitoring, and escalation management.

• Provide operational leadership and subject matter expertise to Distribution Specialists.

• Support onboarding, training, coaching, knowledge sharing, and the continued development of distribution expertise across the team.

• Support succession planning and knowledge transfer while helping reduce dependency on individual subject matter experts.

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

Qualifications & Experience

• Bachelor’s degree or equivalent professional experience.

• Minimum 3 years of experience in hospitality distribution operations.

• Strong knowledge of hospitality distribution, channel management, and distribution technology operations, including SynXis CRS, OTA connectivity, GDS/DHISCO workflows, and hotel distribution ecosystems.

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

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

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

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

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

• Proficiency in English; experience supporting a global hotel portfolio is preferred.

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

LHW is an equal opportunity employer. LHW does not discriminate on the basis of religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information or any other applicable legally protected category.