Hotel Experience Manager (all genders)

HRS; Köln; Hybrid; EUR 50,000 - 70,000; Full time

Job summary

HRS is seeking a Cologne-based Hotel Experience Manager to be the daily operations bridge for our hotel partners, ensuring smooth onboarding, reliable support, and proactive consulting to increase market share. You will work with the STAY Unit and Hotel Account Managers to deliver outstanding partner experiences and drive value across the HRS 5S framework.

The role requires German at C2 and professional English, a commercial education or business degree, and strong relationship management with a

Qualifications

• German language at professional C2 level (spoken and written).
• English language fluency at professional level.
• Commercial education or degree in business/administration.
• Experience in operations, B2B travel, SaaS or customer service is desirable.

Responsibilities

• Serve as daily operational interface for HRS hotel partners, ensuring excellent operations and support.
• Lead onboarding and training of new hotel partners for a fast go-to-market.
• Proactively consult hoteliers on activities to increase market share and adoption of HRS solutions.
• Collaborate with regional Hotel Account Manager team and cross-functionally within the STAY Unit.
• Contribute to continuous process improvements and automation opportunities.
• Solve complex problems by partnering with other departments across HRS.

Skills

German C2

Fluent English

Excellent communication

Relationship management

Education

Commercial education or Business Administration degree

Job description

ABOUT HRS

HRS is the global leader in business travel intelligence. Our AI-native Copilot and Connect Platform transforms fragmented travel, payment, and compliance data into real-time decisions — saving enterprises millions and giving CFOs, procurement teams, and travel managers the control they need.

1B+ Business travel transactions processed annually

3,500+ Enterprise clients across 55 countries

35+ Years building the global travel ecosystem

AI-native Copilot & Connect Platform — built for enterprise scale

BUSINESS UNIT

Within our STAY Unit, the Hotel Success Management team is responsible for the operational delivery of HRS's hotel partnerships. Hotel Experience Management handles both inbound and outbound activities to enable the HRS 5S Framework and drive hotel performance. While the team covers inbound support requests from all hotel partners, most outbound activity is focused on strategically relevant hotels — acting as consultants who understand the required performance indicators, enable the 5S Framework for our customers, and manage hygiene factors such as hotel status, content, and general support.

MISSION & IMPACT

Mission

We are looking for a Cologne-based Hotel Experience Manager to become part of our Hotel Success Management team. In this role, you serve as the daily operational interface for HRS's hotel partners, ensuring excellent operations and support while enabling partners to unlock the full value of the HRS 5S Framework.

Impact

You strengthen HRS's hotel partnerships by delivering smooth onboarding, reliable operational support, and proactive consulting that helps hotels grow market share. Your impact shows up in hotel partner satisfaction, adoption of HRS solutions, and the efficiency and quality of the support delivered across the partner portfolio.

What you'll own:

Hotel Partner Operations & Support

• Serve as the daily operational interface for HRS hotel partners, ensuring excellent operations and support.
• Support and manage inbound support requests from hotel partners related to HRS LaaS Solutions and general administration.
• Prioritize support requests based on economic impact.

Onboarding & Enablement

• Lead technical onboarding and training of new hotel partners to provide an easy and fast go-to-market solution.
• Support sign-up and submission of HRS Labelling, Classifications, Corporate RFPs, and CCR Procurement to facilitate enablement of HRS's value proposition and solutions.

Consulting & Performance Growth

• Proactively consult hoteliers on activities along the HRS 5S Framework to increase market share, including pricing/availability and training on the HRS VPAY Solution.

Collaboration & Continuous Improvement

• Collaborate closely with the regional Hotel Account Manager team, taking over delivery support tasks or briefing Hotel Account Managers on important developments with key hotels.
• Work cross-functionally within the STAY Unit to understand customer needs and their implications for hotel offerings and services.
• Actively contribute to continuous process improvements, identifying automation potential and improving working procedures.
• Solve complex problems and find solutions by collaborating with other departments across HRS.

Who you are:

• A commercial education, preferably in the travel industry, or a degree in Business Administration.
• Preferable experience in an operations role combined with experience in the B2B Travel Industry, a B2B SaaS company, or Customer Service.
• Good understanding of the HRS USP and products, the B2B travel industry, and the competitive landscape.
• Excellent two-way communication skills: understanding the pain points and gains of hotels and presenting the best possible solutions, actively listening and questioning, recognizing the needs of conversation partners, and adapting your own communication style.
• Excellent relationship management skills — initiating positive contact, acting convincingly (e.g. in consulting), and behaving professionally.
• A passion for finding the best possible solutions while keeping economic impact in mind.
• High level of self-motivation and ability to cope with pressure.
• Willingness to develop and constantly challenge the status quo.
• Structured way of working with a commitment to detail in an organized manner.
• Team player with a strong orientation toward results and strategic goals.
• Flexible thinker able to operate in a changing environment.
• Must have - German language professional level (C2) spoken and written and fluent in English (professional level).

The market is ready. The platform is built. Now we need the people to close it.

A genuinely differentiated platform Our AI Copilot and Connect Platform isn't a feature add-on. It's a new operating layer for enterprise travel and payments.

35 years of infrastructure, startup urgency The credibility and global reach of an established enterprise player with the ownership culture of a company still building its best chapter.

Join HRS to shape the future of business travel and meetings, empowered by a culture of growth and setting new industry standards worldwide.