Job description
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
• Coordinating with Central Services departments and operational leads to ensure alignment
• 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.
