Customer Support Associate - Guest Management System (GMS)

Job Title Customer Support Associate - Guest Management System (GMS) Summary

We are looking for a Client-Facing Support Agent to provide exceptional support and guidance to clients using our Guest Management System (GMS). In this role, you will help hospitality customers maximize the value of our software by resolving issues, delivering product training, and ensuring a seamless user experience. You will work closely with clients to understand their needs and build strong, long-lasting relationships.

Key Responsibilities

• Provide day-to-day support to clients using the Guest Management System (GMS).
• Troubleshoot software issues and guide users through system workflows.
• Deliver product training and onboard new clients effectively.
• Assist clients with hotel operations processes, including reservations, check-in/check-out, guest profiles, billing, and room management.
• Build and maintain strong client relationships through professional and responsive communication.
• Identify customer needs and provide effective solutions.
• Stay up to date with software enhancements and new product features.

About the Ideal Candidate

• Bachelor's degree in Hospitality Management, Business Administration, Information Technology, or a related field (preferred).
• 2+ years of experience in a customer-facing role within the hospitality or hotel technology industry.
• Hands-on experience with CRM or hotel reservation platforms.
• Strong understanding of hotel operations and hospitality workflows.
• Proficient with hotel software solutions, CRM tools, ticketing systems, and Microsoft Office or Google Workspace.
• Excellent verbal and written communication skills.
• Fluent in English.
• Availability to work from Tuesday to Saturday.
• Confident presenting and delivering training sessions to clients.
• Customer-focused, proactive, patient, and able to build positive client relationships.
• Quick learner with the ability to adapt to new software products and updates.

What We Can Offer You

• A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
• Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
• A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
• A hybrid working model - We want our employees to do their best work, however the hybrid model works best for them.
• A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
• A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
• A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.

As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology.

We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet.

Here, you’ll be free to innovate and grow with driven colleagues. Join us on a journey where you will help us bring the world closer!