Loyalty Experience & Training Coordinator - Minor Hotels Eu&Am - Madrid

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?

1. 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

2. 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 

3. 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

4. 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.