The role of the Account Manager Hotel Chains reports to the Area Manager Hotel Chains and is responsible for developing and establishing strong relationships with hotel chains in scope ensuring they have a clear understanding of HBX value proposition and the different tools to maximize their revenue growth with us. Building rapport and trust via a consultative approach with partners is a crucial aspect of an Account chains Manager´s role in their portfolio management. Effectively optimize, manage and enhance their portfolio through the implementation of the Central Framework agreements as well as the negotiation of the right commercial conditions required in their area, as well as, integrating the ecosystem via tailoring the product offering. This role is also responsible of ensuring they meet or exceed performance and financial targets and focuses on driving profitability and differentiation as a competitive advantage as well as joint-value proposals to foster long-term relationships. Partnership building Acting as the primary point of contact for hotel partners for the Large chains in scope Building rapport and knowledge-based trust Drive joint-value catered to partner needs Attending industry events and engaging in networking opportunities to strengthen relationships and stay connected with our key partners Ensure the supplier has a clear understating of Hotelbeds and its possibilities (Marketing packages, Markets and client promotions, tools and new processes…) that it allows to optimize the income of each hotel. Portfolio and Performance Management Monitoring the Performance and KPIs for each hotel and chain, working closely with the Area Chains Manager and Central Framework agreements team to ensure the right conditions are in place at all times Identify opportunities via comprehensive market trends analysis and optimising all valid agreements with the hotel chain Understand and correlate commercial conditions with business impact (increase in conversion rates) Assist to regular performance reviews with the Area Chains manager to identify areas of improvement and agree on strategic action plans Strategy implementation and delivery Implement and deploy the strategic plans communicated by the Regiona chains Managers and Area Chains manager aligned with the overall organizational goals and objectives Work on an strategic account planning by prioritising the right chain partner interactions at the right time Support the Ecosystem integration by tailoring the product offering to each partner needs (Roiback, MKT products, Data, Insurate, etc.) Contracting Quality negotiation & optimization Understand your portfolio´s potential and adapt the overall proposal to meet our partners needs in a holistic approach aligned with the pre-stablished central framework Identify the key elements to improve the overall contracting quality that will drive the increase in conversion rate and materialize the chain´s potential Identify key opportunities aligned to the partner´s strategy (markets, lead times, volume growth in certain customer segments, etc) Identify strategic accounts to be acquired as part of the existing partner´s portfolio Negotiate differentiated conditions to ensure competitive advantages with key partners (aligned and respecting the pre-stablished central framework) Collaboration Work very closely with the Area Chains Manager towards chain´s goals and objectives Work closely with the account developers on the transition of hotels and cluster to be moved to Prime Partners under Chains teams Work closely with the Direct channel specialists team to accelerate the Ecosystem deployment and new deals acquisition Maintain close relationship with other account chains managers to foster collaboration and best practice sharing Work closely with other departments to ensure smooth operation (marketing, operations, commercial enablement hub, SPA specialists, commercial optimisation, competitiveness, etc) Tools & Processes adoption Ensure the usage and adoption levels of the company tools or processes agreed with area chains manager Active participation in the usage of any new tool and process implemented as well as providing constructive feedback towards its constant improvement Ensure continuity of the usage and adoption of tools and processes aligned with the company objectives Collaborate with the decision on standarization across the region to ensure consistency and efficiency Digital Marketing Work closely with marketing teams (aligned with team leader) on the marketing strategies to promote and ensure the right exposure for the chains in scope within the B2B segment Monitor and analyze the effectiveness of those marketing activities to demonstrate the value to our hotel chains partners Capabilities: Market Expertise and Relationship Building: Demonstrate a deep understanding of the hotel landscape, build strong partnerships, and tailor solutions to meet individual hotel needs. Commercial Acumen and Negotiation Mastery: Master the negotiation process, structure optimal commercial agreements, and optimize the use of HBX' tools to drive business growth and profitability. Business Development and Planning: Identify new business opportunities, develop comprehensive business plans, and prioritize initiatives based on business fundamentals. Data-driven decision-making: Leverage data and insights to inform decision-making, optimize performance, and identify areas for improvement. Product and Revenue Management Expertise: Possess a deep understanding of Hotelbeds' product portfolio and hotel revenue management principles to optimize pricing and inventory strategies. Teamwork and Collaboration: Collaborate effectively with internal and external stakeholders, sharing knowledge and aligning efforts to achieve common goals. Agility and Adaptability: Demonstrate the ability to thrive in a dynamic environment, embrace change, and think creatively to overcome challenges. Experience: Previous experience in commercial roles with direct contact with clients Previous experience in contracting and negotiation with customers Excellent in English spoken and written Account planning Account Growth Plans Qualifications: Bachelor's or master’s degree in business administration, Tourism Management or similar Proficient level of English and any additional language would be advantageous Show more Show less
The role of the Account Manager Hotel Chains involves reporting to the Area Manager Hotel Chains and focuses on developing and establishing strong relationships with hotel chains. It is crucial for the Account Manager to ensure that hotel chains have a clear understanding of the HBX value proposition and the various tools available to maximize revenue growth. Building rapport and trust through a consultative approach is key to effectively managing the portfolio of hotel chains. The Account Manager is responsible for optimizing, managing, and enhancing the portfolio by implementing Central Framework agreements and negotiating the right commercial conditions. This includes integrating the ecosystem by tailoring the product offering to meet the specific needs of each partner. Meeting or exceeding performance and financial targets, driving profitability, and creating joint-value proposals are essential aspects of the role to foster long-term relationships. Key Responsibilities: - Acting as the primary point of contact for hotel partners within the large chains - Building rapport and knowledge-based trust with partners - Driving joint-value propositions tailored to partner needs - Attending industry events and networking to strengthen relationships - Ensuring partners have a clear understanding of Hotelbeds and its offerings Portfolio and Performance Management: - Monitoring performance and KPIs for each hotel and chain - Identifying opportunities through market trends analysis - Collaborating with the team to ensure the right conditions are in place - Conducting regular performance reviews with the Area Chains Manager Strategy Implementation and Delivery: - Implementing strategic plans aligned with organizational goals - Prioritizing chain partner interactions based on strategic account planning - Tailoring product offerings to meet partner needs Contracting Quality Negotiation & Optimization: - Adapting proposals to meet partners" needs - Improving contracting quality to drive conversion rates - Negotiating competitive advantages with key partners Collaboration: - Working closely with the Area Chains Manager and other stakeholders - Collaborating with account developers and channel specialists - Maintaining relationships with other account managers for best practice sharing Tools & Processes Adoption: - Ensuring adoption of company tools and processes - Providing feedback for continuous improvement - Collaborating on standardization for consistency and efficiency Digital Marketing: - Working with marketing teams on strategies to promote hotel chains - Monitoring and analyzing marketing activities" effectiveness Capabilities: - Market Expertise and Relationship Building - Commercial Acumen and Negotiation Mastery - Business Development and Planning - Data-driven Decision-making - Product and Revenue Management Expertise - Teamwork and Collaboration - Agility and Adaptability Experience: - Previous experience in commercial roles with client interaction - Experience in contracting and negotiation - Proficiency in English (spoken and written) - Account planning and growth plans Qualifications: - Bachelor's or Master's degree in Business Administration, Tourism Management, or similar - Proficient level of English, additional languages advantageous,
About Us: HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide. Responsibilities: Negotiating and contracting renewal conditions: rate, inventory, offers, release periods, marketing contributions, overrides, cancellation policy by conducting face-to-face visits to top 5% hotels in the portfolio and periodic remote interactions with the rest of the portfolio to improve existing commercial conditions. Ensure renewed contracts are Live with sufficient lead tile to capture early bookings Act as the remote key point contact for accommodation supplier vendors to maintain the relationship for matters related to contracting, operational, commercial or financial activities Explain tools and procedures to suppliers giving demonstrations, providing materials and contact support information Ensure suppliers comply with Health & Safety, giving the proper support to the H&S specialist agents Prioritize and turn around campaigns and opportunities Understand, analyze and identify business trends and opportunities in the destination from region´s trading report, destination news and happenings Explain performance of the destination or specific hotels when required with clear insight on key causes of performance First contact by Hoteliers, administration department, final client, and other departments as a result, they have to deal with all types of problems. Qualifications: Bachelor's or master’s degree in business administration, or Tourism Management or similar, with experience. Proficient level of English and Hindi Market Expertise and Relationship Building: Demonstrate a deep understanding of the hotel landscape, build strong partnerships, and tailor solutions to meet individual hotel needs. Commercial Acumen and Negotiation Mastery: Master the negotiation process, structure optimal commercial agreements, and optimize the use of HBX' tools to drive business growth and profitability. Business Development and Planning: Identify new business opportunities, develop comprehensive business plans, and prioritize initiatives based on business fundamentals. Data-driven decision-making: Leverage data and insights to inform decision-making, optimize performance, and identify areas for improvement. Product and Revenue Management Expertise: Possess a deep understanding of Hotelbeds' product portfolio and hotel revenue management principles to optimize pricing and inventory strategies. Teamwork and Collaboration: Collaborate effectively with internal and external stakeholders, sharing knowledge and aligning efforts to achieve common goals. Agility and Adaptability: Demonstrate the ability to thrive in a dynamic environment, embrace change, and think creatively to overcome challenges. At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.
Contact Center Executive About us HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide. Job description We are seeking a Global Contact Center Executive to join our dynamic Contact Center team. In this role, you will support our clients and suppliers, contributing to one of our core missions: delivering unique holiday experiences to our customers . Role Overview The primary responsibility of this role is to assist clients—including tour operators, travel agencies, and end customers—with their inquiries, liaise with suppliers, and manage bookings in alignment with the standards and procedures of the Operations Department. The goal is to address client needs efficiently and effectively. Key Responsibilities Engage with callers in a professional and enthusiastic manner, representing HBX Group with excellence. Provide accurate and helpful information in response to client inquiries. Document all call activity clearly and accurately in the Back Office system. Respond promptly and precisely to online and email requests. Monitor and manage bookings, including reservations, special requests, amendments, and cancellations. Escalate issues appropriately, following Contact Center protocols. Maintain high standards of service quality and professionalism. Meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Adhere to all company policies and procedures. Follow assigned schedules and adapt to changes based on call volume. Required Skills and Qualifications Strong customer service orientation and active listening skills. Proficiency in English (spoken and written). Excellent verbal and written communication, with attention to grammar and clarity. Problem-solving mindset with persistence in resolving issues accurately and efficiently. Ability to follow detailed instructions independently. High attention to detail and adaptability. Consistent focus and enthusiasm throughout the work shift. At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference
HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide. JOB DESCRIPTION: Key Responsibilities: Provide excellent customer service. Attend client queries through phone calls and emails, by being proactive, courteous, friendly, and helpful. Ensure that all client requests, issues and complaints are resolved promptly and accurately, per defined policies, guidelines, terms and conditions. Promote goodwill when dealing with clients and internal sales teams, maintain good client relationships, achieve high level of client satisfaction, and retain client loyalty. Act and suggest on improvement opportunities identified during daily work. Key skills, experience and qualifications requirements: Service-oriented and interested in the function of customer service. Enthusiastic, self-motivated individual with excellent interpersonal skills and verbal / written communication skills. Good spoken and written English. Excellent time management skills with the ability to work well under pressure in a fastpaced environment. Proactive, driving for result and teamwork spirit. University graduate or recognized diploma in a field of Hospitality and Tourist or any related field. Preferred candidates should have some work experience in a large call center environment. At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference. You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey. As well as an attractive benefits package you will be able to work: Within an innovative, engaging and multicultural environment. Have the opportunity to build strong and lasting business relationships and friendships from around the world. Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.
HBX Group is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide. JOB DESCRIPTION: Key Responsibilities: Provide excellent customer service. Attend client queries through phone calls and emails, by being proactive, courteous, friendly, and helpful. Ensure that all client requests, issues and complaints are resolved promptly and accurately, per defined policies, guidelines, terms and conditions. Promote goodwill when dealing with clients and internal sales teams, maintain good client relationships, achieve high level of client satisfaction, and retain client loyalty. Act and suggest on improvement opportunities identified during daily work. Key skills, experience and qualifications requirements: Service-oriented and interested in the function of customer service. Enthusiastic, self-motivated individual with excellent interpersonal skills and verbal / written communication skills. Good spoken and written English. Excellent time management skills with the ability to work well under pressure in a fastpaced environment. Proactive, driving for result and teamwork spirit. University graduate or recognized diploma in a field of Hospitality and Tourist or any related field. Preferred candidates should have some work experience in a large call center environment. At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference. You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey. As well as an attractive benefits package you will be able to work: Within an innovative, engaging and multicultural environment. Have the opportunity to build strong and lasting business relationships and friendships from around the world. Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.
Contact Center Executive About us HBX Group is the world's leading technology partner, connecting and empowering the world of travel. We're game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team! Our people, Team HBX Group, are the beating heart of the company who we encourage to move fast, dream big and make the difference every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our global approach, local touch mentality. We're headquartered in Palma, Mallorca and employ around 3,500 people worldwide. Job description We are seeking a Global Contact Center Executive to join our dynamic Contact Center team. In this role, you will support our clients and suppliers, contributing to one of our core missions: delivering unique holiday experiences to our customers . Role Overview The primary responsibility of this role is to assist clientsincluding tour operators, travel agencies, and end customerswith their inquiries, liaise with suppliers, and manage bookings in alignment with the standards and procedures of the Operations Department. The goal is to address client needs efficiently and effectively. Key Responsibilities Engage with callers in a professional and enthusiastic manner, representing HBX Group with excellence. Provide accurate and helpful information in response to client inquiries. Document all call activity clearly and accurately in the Back Office system. Respond promptly and precisely to online and email requests. Monitor and manage bookings, including reservations, special requests, amendments, and cancellations. Escalate issues appropriately, following Contact Center protocols. Maintain high standards of service quality and professionalism. Meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Adhere to all company policies and procedures. Follow assigned schedules and adapt to changes based on call volume. Required Skills and Qualifications Strong customer service orientation and active listening skills. Proficiency in English (spoken and written). Excellent verbal and written communication, with attention to grammar and clarity. Problem-solving mindset with persistence in resolving issues accurately and efficiently. Ability to follow detailed instructions independently. High attention to detail and adaptability. Consistent focus and enthusiasm throughout the work shift. At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference