Coordinador/a Central de Reservas Madrid

Hesperia group; Madrid; Presencial; EUR 26.000 - 38.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Training plan

E-learning access

Mobility opportunities

Incentives & benefits

Employee discounts

Descripción de la vacante

Minor Hotels Reservation Centre in Madrid is seeking a dedicated Coordinator to manage a team of agents across multiple sales channels. The role focuses on coaching, monitoring, and achieving service targets.

The ideal candidate has experience in call centers, strong leadership, and fluency in German, French, Dutch, or Italian plus English. Join a global hospitality group with opportunities for professional growth and international mobility.

Formación

• Experienced Call Center coordinator with leadership skills.
• Fluency in German, French, Dutch, or Italian and English.
• Strong communication, persistence and decision-making abilities.

Responsabilidades

• Continuous evaluation and monitoring of agents’ performance.
• Individual and group feedback sessions with agents.
• Coordinate and monitor the team of agents across channels.
• Create and monitor action plans to hit objectives.
• Regular reporting to platform managers.
• Manage workload sizing and balance.
• Resolve doubts and incidents, motivate the team.
• Ensure quality management across operations.

Conocimientos

German

French

Dutch

Italian

English

Descripción del empleo

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Date: Sep 18, 2026

Location: Madrid, ES Spain

Department: Other

Minor Hotels is a global hospitality group operating over 560 hotels, resorts and residences in 56 countries in Asia-Pacific, the Middle East, Africa, the Indian Ocean, Europe and the Americas.

As a hotel owner, operator and investor, Minor Hotels fulfils the needs and desires of today’s global travellers through its diverse portfolio of 12 hotel brands – Anantara, Minor Reserve, Avani, Colbert Collection, Elewana, The Wolseley, NH, NH Collection, iStay, nhow, Oaks and Tivoli.

As part of Minor Hotels, the region of Minor Hotels Europe & Americas is responsible for more than 350 properties in 30 countries and plans to grow across all segments, with a focus on its upper-upscale and luxury brands.

Are you passionate about hospitality and the tourism sector?

Join the team at the Minor Hotels Reservation Centre in Madrid and start your professional career in one of the largest international groups in the hotel sector, with around 530 hotels and resorts around the world.

At Minor Hotels, our employees are one of our most important assets.

Your passion, leadership, motivation and daily dedication to providing excellent service are the reason for our success.

We are recruiting a COORDINATOR for our Reservations Centre located in the centre of Madrid.

The person who joins us will be part of our reservations department, coordinating a team of agents to manage the requests received through the different sales channels of our customers.

What are we looking for?

• We are looking for an experienced Call Center coordinator for a team of agents.
• Oriented towards objectives and results.
• Native/Bilingual Level of German, French, Dutch, or Italian and English
• Communication skills, persistence, ability to work in the face of challenges, initiative and decisionmaking, with leadership capacity.
• Teamwork.

The functions to be performed in this position are the following:

• Continuous evaluation, through listening, monitoring, etc.
• FeedbackIndividual/group sessions with agents.
• ManagementCoordination and continuous monitoring of the team of agents.
• Creation and monitoring of action plans to achieve objectives.
• Constant reporting to platform managers.
• Control of the sizing and balance of the workload.
• Resolution of doubts and incidents.
• Team management and motivation.
• Quality Management.

WE OFFER:

• Integration into a dynamic team, focused on excellent service.
• Remuneration according to the position.
• Continuing Training Plan to enhance professional development
• Access to the e learning training platform
• Possibility of functional, national and/or international mobilityPossibility of functional, national and/or international mobility
• Incentives and Benefits Plan.Incentives and Benefits Plan.

Leisure:

• Special rates for employees, family and friends in the different services of the Minor Group,National and International. Accommodation . Food and Beverages, among others;
• Credits granted based on years of service for reservations or meals in national and internationalhotels, resorts and minority group restaurants.

This could be your opportunity to start a professional career in one of the largest internationalgroups in the hotel industry.

Minor Hotels Europe & Americas is committed to fostering an inclusive workplace where all team members are valued and supported equitably. We promote equal opportunities and embrace diversity in all its forms. We warmly welcome everyone.

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