[{{ $ctrl._job.status.name | translate}}] Director of Central Reservations (f/m/d)
MEININGER Hotels Berlin


Descrizione del lavoro

We are currently looking for an enthusiastic Director of Central Reservations (f/m/d) to be responsible for executing and driving the strategy of the MEININGER central contact centre teams - Customer Care and Group Sales (situated in Berlin, Milan and Budapest). The position is based in Berlin.

- Manage and drive the day to day performance of the Customer Care and Group Sales Teams (ca. 60 people) to deliver a best in class service, meeting or exceeding all KPIs and agreed service levels for customers and within budgeted spend
- Build a clear strategy and plan to support the continued growth of the company
- Responsibility for the contact centre systems and relationships with the suppliers. Setting the strategy for the development of the contact centre infrastructure, ensuring best use of new practices and technologies
- Develop and encourage a culture of high performance (reflecting the company values) and ensuring employees are coached and developed to allow those around us to perform at their best
- Providing executive level reporting and presenting on the performance of the teams
- Responsibility for the end to end customer care and group sales processes and the associated customer experience, leading cross company initiatives to drive improvements, improve efficiency, enhance offline revenue and reduce contacts
- Responsibility for setting and delivering the budget for the customer care and group sales teams and tracking to budgeted spend.
- Responsibility to ensure that appropriate and skilled resource is in place to accommodate work volumes, including change and peak demand
- Drive continuous improvement activity across the teams
- Provide the lead on customer care and group sales change projects
- Work with and manage the contact centre training and quality programme to ensure our teams are developed to the highest possible standard


- Bachelor’s degree in commercial studies
- 3-5 years of professional experience in leading a multi-function contact centre team (50-100 people), preferably in various locations
- Experience of driving and achieving revenue targets
- Experience of building and leading a multi-disciplined team through change and driving employee engagement
- Ability to lead and drive operational improvements and establish a results driven structure – ensuring the customer is at the heart of the function
- A strong appreciation of modern technology particularly contact centre technology with a track record of maximizing technology to drive process improvements and the customer experience.
- Excellent stakeholder management skills and an ability to communicate at all levels
- Business proficiency in English, additional languages (German, Italian, French, Spanish) are an advantage
- Mobility and willingness to explore the world while representing MEININGER Hotels


Tipo di lavoro
A tempo completo
Berlin, Germany
Amministrazione, Prenotazioni
Comincia tra
Il prima possibile
Durata del contratto
A tempo indeterminato

Meininger Hotels

Since MEININGER first opened its doors in 1999 on the Meininger Street in Berlin, it has been a leader in the hybrid hotel sector.
MEININGER offers the service and ease of an international budget hotel with hostel-like facilities such as guest kitchens and game zones. MEININGER Hotels are located centrally in major European cities, offering well equipped rooms and convenience for a fair price.
Want to work at MEININGER? There are a number of reasons why we are proud to be part of the team. At MEININGER you are offered varied and challenging roles within a multinational and innovative organization. In addition, our employees are encouraged to personally develop and participate in training workshops to help them grow.
Are you able to “think outside the box”? Do you want to contribute to the exciting growth story of an international hotel chain?
If you answered yes to both questions then you may be the perfect fit…
We look forward to hearing from you here at MEININGER – The urban traveller’s home.

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