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 roleThis 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 documentationCoordinating 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 championsOrganize hotel engagement initiatives, including monthly calls, best practice sharing, and troubleshootingLead communications for hotel-facing updates, loyalty news, and procedural changesSupport 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 sessionsInternal communication plan on loyalty related topicsWhat are we looking for? EXPERIENCEMinimum 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 QUALIFICATIONSBachelor’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 SKILLSOperational background with corporate growth mindset — someone who understands hotel reality but is excited to build loyalty at scale in a corporate functionResilient and autonomous — you’ll be managing multiple workstreams at onceStrong 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-upComfort with writing procedures, coordinating documents, and creating structure ADDITIONAL INFORMATIONThis position is based at Minor Hotels Europe & America central services, c/ Santa Engracia 120, Madrid, Spain Reports to VP Loyalty ProgrammesWhy 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.
