Lodging Operations Manager – Afternoon shift (12-9pm)

eDreams ODIGEO; Barcelona; Híbrido; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A leading travel subscription platform in Barcelona is seeking an Operations Manager to lead a team of Operations Specialists. Responsibilities include capacity planning, monitoring KPIs, and coaching team members. The ideal candidate has over 5 years of experience in customer service in the hospitality industry, along with strong leadership skills and proficiency in English. This hybrid role offers competitive compensation and a dynamic, flexible work environment.

Servicios

Prime Plus membership

Performance-based bonuses

Flexible benefits

Birthday day off

Relocation support

Free learning access

Team events and activities

Formación

• Over 5 years in Customer / Supplier Service Claims in the Hospitality industry.
• Over 3 years in leading teams.
• Over 2 years in a process optimization role.

Responsabilidades

• Oversee capacity planning and management of the team.
• Monitor and report on team KPIs.
• Coach and train the Operations Specialists.

Conocimientos

Proactive problem solving

Customer-focused

Detail oriented

Communication skills

Flexibility

Educación

Bachelor or Master degree in Tourism or business administration

Herramientas

Salesforce knowledge

Descripción del empleo

As you contemplate your future, you might be asking yourself, what’s the next step? Start your journey with us!

We’re seeking an Operations Manager to join our Accommodation (lodging) area in Barcelona (hybrid) for coaching, leading and supporting a team of around 8 Operations Specialists for delivering on time high-quality solutions in handling requests from and to our accommodation suppliers.

If you’re ready to soar, we’re ready to take you there.

Why eDreams ODIGEO

Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.

Millions of customers every year across 44 markets – 5 brands – 7M members in Prime

More than 100 million searches per day – Up to 6 billion daily AI predictions

Over 1,600 employees – More than 60 different nationalities from all continents – 99% permanent contracts – 36 average age

We’re the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe. We are a tech company revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.

What you will do:

As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers. As a Operations Manager in the Accommodation (lodging) you will be in charge of:

• Take ownership for the capacity planning and management of the team, ensuring adequate coverage at any time. Forecast workload and capacity, identify any coverage gaps in advance and propose solutions to mitigate.
• Monitor and report on the team KPIs. Track individual and team performance, give visibility on the achievement of the team’s targets.
• Define the request prioritisation and assignment criteria to support the Senior Specialists in the day-to-day management of the requests
• Coach the team, through weekly regular 1 to 1s, fostering a positive and growth-oriented work environment, through regular 1 to 1s and feedback sessions on quality assessment performed and activity levels.
• Plan and prepare regular training sessions.
• Manage recruiting and support the Senior Specialists on the onboarding of new team members.
• Collaborate with other team leads from Customer Service and Commercial teams for mutual support and coordination in achieving common goals.
• Identify pain points by collecting the insights from the Senior Specialists and Specialists to optimise processes aligned with company strategy. Drive the implementation of these process improvements to improve team effectiveness.

What you need to succeed:

Bring your unique perspective, speak up, and offer disruptive solutions. You’ll have the opportunity to learn and grow while making a real impact on our team. Here’s what you need to succeed:

• Required Qualifications:
• Bachelor or Master degree in Tourism or business administration
• Minimum experience of
  • > 5 years in Customer / Supplier Service Claims in the Hospitality industry
  • > 3 years in leading teams
  • > 2 years in a process optimization role, leading projects including in-depth analysis of root causes and implementing process improvements.
• Proficient level of English is a must, plus another European language is desirable.
• Leadership skills and results oriented, with a track record of leading high performing teams.
• Salesforce knowledge is a plus

Personal skills:

• You have a proactive problem solving mindset, very customer-focused and detail oriented, highly organised and with a superb communication skill set.
• Passionate in travel and online consumer realms, committed to operational efficiency.
• People oriented demonstrating flexibility, active listening and empathy.
• Experienced in leading diverse skill sets, fostering continuous learning and knowledge sharing.
• Resilient and thrive in high-pressure situations, comfortable working under pressure, and adept at constant prioritisation.
• Flexibility to respond to crisis business needs.
• High analytical capacity, proactive problem solving mindset and highly organised;
• Excellent writing and communication skills;
• Customer-oriented, with a passionate mind-set and eager to learn and a great teamwork attitude;
• Must be results oriented and with ability to multitasking with an open mind to changing priorities and business processes constantly;

Schedule:

• Monday to Fridays, 12 (Noon) to 9pm
• Exceptionally working at week ends according to business needs (no more than 8 week ends per year)

What’s in it for you?

The best talent deserves the best benefits

At eDO, we want you to be a part of our success story and great culture.

Here’s what we offer:

• A rewarding Compensation package! Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support and the possibility of choosing your equipment and, even better, keeping it for free after 3 years.
• Continuous learning to fuel your growth and explore new horizons! Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.
• Grow opportunities to empower your career, and unleash your potential! Personalised career paths and the eVOLVEProgram will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.
• Your Well-being is our priority. Embrace Freedom and Flexibility! At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You’ll be able to find the right work-personal life balance that suits you best.
• Work hard, party hard! We believe in having fun and connecting with colleagues! Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
• Enjoy a dynamic and healthy environment! Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You’ll work in an Agile mindset environment with recognition at our core.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation. Don’t meet every requirement? If you’re excited about this role but do not feel your experience aligns perfectly with all the requirements we strongly encourage you to apply nevertheless.