Hotel Experience Manager (all genders)

HRS Group; Köln; On-site; EUR 45,000 - 50,000; Full time

Benefits offered by this job

Compensation range €45K-€50K

Job summary

HRS Group in Cologne-based roles seeks a Hotel Experience Manager to act as the daily operations interface for hotel partners, ensuring smooth onboarding, support, and optimization of the HRS 5S Framework.

You will consult hotels to grow market share, manage onboarding, and collaborate with regional teams to improve processes and service quality.

Qualifications

• Commercial education or degree in Business Administration.
• Experience in operations and in the B2B Travel Industry, a B2B SaaS company, or Customer Service.
• Strong understanding of HRS USP and products and the competitive landscape.
• Excellent two-way communication: listening, reasoning, and consultative selling.
• Excellent relationship management: initiating positive contact and presenting solutions.
• Self-motivation, resilience, and attention to detail in a fast-paced environment.
• German (C2) written and spoken; English proficiency (professional).

Responsibilities

• Serve as the daily operational interface for HRS hotel partners and ensure excellent operations.
• Handle inbound support requests related to HRS LaaS Solutions and general administration.
• Prioritize support requests based on economic impact.
• Lead technical onboarding and training of new hotel partners for fast go-to-market.
• Support sign-up and submission of labeling, classifications, RFPs, and CCR procurement.
• Proactively consult hoteliers to increase market share via the HRS 5S Framework and VPAY solution.
• Collaborate with regional Hotel Account Managers and cross-functional teams.
• Contribute to continuous process improvements and automation initiatives.
• Solve complex problems by collaborating with other departments.

Skills

Two-way communication

Relationship management

Self-motivation

Structured working style

Team player

German language proficiency (C2)

English proficiency (professional)

Commercial education

Travel industry experience

B2B SaaS experience

Customer service experience

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.

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).

Our Hiring Process

Recruiter Call -> Hiring Manager -> Panel Interview -> Bar Raiser

Market & Platform Overview

The market is ready. The platform is built. Now we need the people to close it. HRS has built the AI-native platform that changes that — and we're now in the phase where enterprise customers are actively looking for what we offer.

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.

Compensation Range: €45K - €50K