Head of Operations Meeting, Groups and Long Stay (m/f/d)

Contenuto del lavoro

City: Cologne

Job area: Corporate Functions

Job field: Customer Service

Seniority Level: Mid-Senior level

Date: Dec 8, 2021

HRS reinvents how businesses Work, Stay and Pay. Counting more than 5.000 corporations and 40% of Fortune 500 companies in our customer base, HRS has emerged to the most trusted platform of digital software solutions in business travel hospitality worldwide.
The HRS platform is composed of three engines that each optimize one core building block along the corporate hospitality supply chain: Intelligent Procurement, Smart Booking and Invisible Payment. Through the integration of those engines into one large data-driven platform approach, our Lodging-as-a-Service value proposition enhances satisfaction of corporate employees and travelers, delivers the highest grade of process automation for corporate stakeholders and ensures strongest compliance end-to-end.

Leading a Service Desk with Account, Key-Account Manager responsible in supporting our customers and organizing meetings, group travel, project business and events globally.

Responsibilities:

• responsible for all business operations in Meeting, Groups and Long Stay both internal 2nd level team and 1st level customer service team
• challenge and improve existing structures, workflows and processes to increase efficiency and customer satisfaction in winning new customers
• in accordance to external and internal needs streamline all operational processes to support further growth of M&G platform online ratio
• control and challenge resource requirements / staffing needs to accommodate all processes, assure highest efficiency, meet and exceed given SLA’s all in accordance to maximize profits
• enhance the cooperation and partnership both with customers and our hotel suppliers
• responsible to prepare and support NPS core activities in regards to M&G and Long Stay operations
• central point of contact for all departments with touchpoints to the M&G business operations, as well as external suppliers
• assist in the budgeting process
• develop team own OKR’s and KPI’s based on the company targets
• communicate and control the given P&L within the department
• applying tools & systems such as Confluence, CRM, Jira, Trello, Quantilope
• Also supporting on an operational level our Global Strategic clients to plan, organize and book their meetings, group travel and events.

Daily Duties:

• Check incoming leads according to SLA and distribute to the team according to the given skill-set and responsibility of each team member
• Control the implementation of all SLA
• Exchange with M&G Account Manager on arising issues and topics out of the daily operations
• Contact person for hotel suppliers in regards to daily topics within the operational business
• Handle incoming leads of key-account customers as support of the operations team
• Take part in alignment calls with all relevant internal departments but also external supplier
• Take part in customer trainings together with Solution Experts to provide background on the service desk team and their support functions
• Take part in customer weekly calls on updates in regards to operations
• Supporting the internal colleagues in regards to daily operational topics
• Align with Sales colleagues on new customers and exchange with operations team to consider all special requirements of all rolled our customers
• Control budget, conversion data daily and weekly based on team level and individual level
• Steer actively recruiting, take part in interviews and provide final decisions in regards to resource planning

Your perspective
You get access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay. Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.

The small print – want to know more?
Our global company is located in more than 30 locations in all continents and we inspire more than 850 employees every day. To fuel our international growth we are always looking for passionate experts who have a strong team-spirit and will take on the challenge to pioneer the international B2B travel Industry.

Interested? Have a look at all of our company benefits.
Let´s make it happen – become part of the HRS Group Team.
Find out more about the HRS Group brands and its segments:
HRS Smarttrip DS Destination Solution HRS Group HRS Global Hotel Solution

Req ID: 10081

Job Segment:Service Desk, CRM, Customer Service, Technology

Job Type: Full-time