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Loyalty Experience
Minor HotelsMadrid, Comunidad de Madrid, EspañaHace 5 días
Descripción del trabajoDefine and maintain internal loyalty procedures in hotels and the call center Align loyalty procedures with operational and systems realities (PMS, POS, CRM) Draft and update internal training materials, guidelines, Q&As, and rollout documentation Act as main contact for 350+ hotel loyalty champions and 20 senior regional champions Organize hotel engagement initiatives, including monthly calls, best practice sharing, and troubleshooting Lead communications for hotel-facing updates, loyalty news, and procedural changes Support the integration of loyalty tasks into new hotel openings and onboarding plans Manage user access and onboarding for GHA loyalty systems Coordinate with the contact center loyalty team to resolve complex or sensitive member inquiries with sound operational judgment Provide guidance, clarify procedures, and support training needs for frontline agents Monitor and follow up on member services KPIs and traffic reports Collaborate with Corporate University to deliver loyalty-related training programs Follow up on loyalty KPIs, such as enrolment quality and member recognition performance Ensure training delivery for loyalty hotel champions, contact center, and new hotel teams Track adoption and continuous learning through hotel feedback and follow-up sessions Internal communication plan on loyalty related topics Minimum 2 years of professional experience in the hotel sector Front office hotel experience is required (to ensure credibility with hotel teams) Previous experience in loyalty, quality, customer experience, or training support is a strong advantage Solid understanding of hotel systems, operational flow, and customer service principles Experience with KPIs, claims handling, and training coordination is a plus Bachelor\'s degree in Tourism, Business Administration, Hospitality, or similar High-level fluency in English and the local language Proficiency in Microsoft Office (Excel, PowerPoint, Outlook) Working knowledge of SAP / TMS, PMS, CRS and loyalty platforms or willing to learn fast Operational background with corporate growth mindset — someone who understands hotel reality but is excited to build loyalty at scale in a corporate function Resilient and autonomous — you\'ll be managing multiple workstreams at once Strong project coordination skills across multiple stakeholders Structured thinker, highly organized, detail-oriented Confident communicator, able to influence and gain trust from hotel teams Proactive, solution-oriented mindset Comfortable with KPIs, reporting, and quality follow-up Comfort with writing procedures, coordinating documents, and creating structure This position is based at Minor Hotels Europe & America central services, c / Santa Engracia 120, Madrid, Spain Reports to VP Loyalty Programmes Worldwide experience – diversity of 150 different nationalities. Career development opportunities full of national and international challenges. Wide range of training programmes to enhance your skills. Wellbeing initiatives, including flexible working conditions. Team member recognition programmes, including Memorable Dates. Ability to make a difference through our sustainability programme and volunteering initiatives. Team member rates and promotions, offering discounted rates in our hotels around the world and exclusive benefits through our corporate loyalty programme.
Overview
Minor Hotels is a global hospitality group operating over 550 hotels, resorts and residences in 56 countries. The region of Minor Hotels Europe & Americas is responsible for more than 350 properties in 30 countries with a focus on upper-upscale and luxury brands.
What will be your mission?
We are looking for a structured, proactive, and hotel-savvy professional to join our Loyalty Department. This role is at the heart of our loyalty program (Minor DISCOVERY) delivery — connecting our hotels, contact center, and internal teams to ensure operational excellence and seamless member experiences. You\'ll work closely with 350+ hotels, our membership service team in the contact center, and cross-functional stakeholders to roll out loyalty procedures, deliver training, and coordinate hotel-facing communications. This role requires both hospitality credibility and corporate coordination skills. If you come from a hotel operations background and want to grow in a corporate cross-functional role — this is for you.
What This Role Is Not
- This is not a guest-facing role or a contact center role
- This is not a temporary position before returning to hotel operations — it\'s a long-term corporate opportunity for someone who enjoys cross-functional, behind-the-scenes impact
What will you do?
Loyalty Procedures & Operations
Hotel Network Coordination & Support
Membership Services Support (Contact Center Coordination)
Training & Performance Follow-Up
What are we looking for?
EXPERIENCE
QUALIFICATIONS
SKILLS
ADDITIONAL INFORMATION
Why choose us?
At Minor Hotels Europe & Americas we are committed to shaping exciting careers worldwide and cross-cultural experiences. Our journey is fuelled by the passion and dedication of our incredible teams, who also enjoy inspiring and exclusive benefits such as :
Are you looking for a new challenge? Apply now
Minor Hotels Europe & Americas is dedicated to fostering an inclusive working environment where every individual is valued and equally encouraged. We warmly welcome individuals from all backgrounds and abilities.
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