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Brand Systems Support Representative

Job Title: Brand Systems Support Representative

Department: Systems 

Reports to: Director of Support

Location: Dubai, Head office

Position Overview:

The Brand Systems Support Representative will assist and support the GHA brands with their day-to-day running of the GHA DISCOVERY programme and the interfaces and functionalities connecting the brand systems to the GHA platforms, working closely with the GHA Support team, the Central Systems team and other internal teams. Additionally, the tasks will include revenue protection activities, ensuring the data flow between the Brand and GHA works as expected, and assistance for new brands and properties onboarding the DISCOVERY programme and the tasks involved. The role will also include participating in testing new versions and products from the GHA brand perspective and actively representing the Brand Systems Support team in departmental meetings and calls, among other items.

The role will be shift work in rotation with the rest of the team, covering the hours between 7 am and 11 pm GST, Monday to Sunday. Additionally, there will be on-call responsibilities with the team members between 11 pm and 7 am GST on a rotational basis.


  • Act as a 1st line support contact for our brands with their GHA and DISCOVERY related issues and queries

  • Daily interface management and monitoring to ensure brand systems remain correctly connected to GHA and information flows as expected in both directions

  • Assisting the brands with their queries and issues relating to user access to the GHA platforms

  • Co-ordinate within the team and between internal teams for a fast resolution to issues

  • Maintain an internal knowledge base for reoccurring questions and issues to share knowledge between the different internal teams and help for fast resolutions of brand issues

  • Proactive revenue protection activities, ensuring stay records are received correctly and regularly from the brands and these insert in a timely manner into GHA systems

  • Delivering training to GHA brands on the GHA functionalities and GHA platforms as required

  • Collaborate and create new or update existing documentation for the GHA brands and ensure these are kept up to date

  • Participation in QA of new software versions as and when required

  • Other tasks, as required

Qualifications, Skills and Education:

  • Minimum 2-3 year experience working either in a Front Office or Reservations role or experience working in Hotel Operations or Support on a Head Office or vendor level

  • Experience with Oracle Hospitality Opera PMS module is a must

  • Experience with Oracle Hospitality Interface (OXI and OXIHUB) products is a plus

  • Experience with Oracle Hospitality Central Systems products (ORS, OCIS, OWS) is a plus

  • Experience with the PMSs of other PMS providers (e.g. Protel, Indra, Infor) is a plus

  • Exceptional troubleshooting and organizational skills

  • Ability to work independently and take initiative

  • Fluent written and spoken English is a must

  • Excellent written and verbal communication skills

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