Loyalty Experience

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

Define 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

Hotel Network Coordination & Support

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

Membership Services Support (Contact Center Coordination)

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

Training & Performance Follow-Up

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

What are we looking for?

EXPERIENCE

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

QUALIFICATIONS

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

SKILLS

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

ADDITIONAL INFORMATION

This position is based at Minor Hotels Europe & America central services, c / Santa Engracia 120, Madrid, Spain

Reports to VP Loyalty Programmes

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 :

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.

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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