Coordinador/a Central Reservation Office Madrid

Minor Hotels Europe and Americas; Madrid; Híbrido; EUR 30.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Commissions

Meal vouchers

Hybrid work model

Descripción de la vacante

Minor Hotels Europe and Americas in Madrid is seeking an experienced reservations team lead to coordinate a group of agents handling requests across our European client base.

You will monitor performance, provide feedback, collaborate with the Training and Quality Team, set priorities, and pursue process improvements to deliver outstanding customer service. The role follows a hybrid schedule (08:00-20:00, Monday to Friday) with commissions tied to objectives.

Formación

• Experience in Groups and Events handling and/or the Hotel Sector.
• Ability to meet deadlines and work well under pressure.
• Ability to multi-task and juggle multiple responsibilities.
• Cooperative and communicative attitude with coworkers, managers and employees.
• Excellent communication skills and ability to lead and guide.
• Organized and methodical person.
• Critical thinker with problem-solving skills.

Responsabilidades

• Support agents on their daily tasks.
• Detect improvement areas within the team and set action plans.
• Work with Training and Quality Team to deliver excellent service.
• Define prioritizations to achieve goals and organize the team.

Conocimientos

Leadership

Communication

Team management

Deadline orientation

Multi-tasking

Descripción del empleo

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

Functions:

• Support agents on their daily tasks


• Detect improvement areas within the team by monitoring agents' handlings and providing feedbacks, setting action plans and following-up on them.


• Work closely with the Training and Quality Team in order to make the team provide an excellence service to our customers


• Define prioritizations in order to achieve our goals and organize the team accordingly.


• Go outside the box and detect improvement areas in order to have more efficient process and procedures

Requirements:

• Have experience in Groups and Events handling and/or the Hotel Sector.


• Be a goal-driven, determined person being able to meet deadlines and work well under pressure.


• Have the ability to effectively multi-task and juggle multiple responsibilities at once


• Cooperative and communicative attitude with co-workers, managers and employees.


• Excellent communication skills and ability to lead and guide


• Organized and methodical person


• Critical thinker and problem-solving skills essential

Offered

• Commissions as a percentage of objectives.


• Ticket Restaurante.


• hybrid work model. Monday to Friday. Time slot 08:00-20:00h