Senior Manager of Groups Operations

Title: Senior Manager of Groups Operations

Location: Remote

Hotel Engine is a Denver-based travel tech company on a mission to radically simplify trip management for businesses. We’re not a cumbersome travel management company, nor an online price aggregator. We’re a powerful network that brings hotels and businesses together. Our members save time, money and effort in managing their lodging programs, and our partners get access to loyal, high-value business travelers. It’s a true win-win. Following a 2021 series B funding round at a $1.3 billion valuation, we achieved remarkable growth in 2022. We expect 2023 to be our best year yet.

Across our organization, we’re powered by exceptional talent. From our large Engineering and Product teams to Sales, Supplier Relations, Member Support, Data, Marketing and Operations, our team is forward-thinking, data-driven and customer-obsessed. We’re also a lot of fun one of the many reasons we were named a Best Place to Work by Built In Colorado for the past four consecutive years.

We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! Complacency doesn’t live here. We’re focused on finding the right people who are energized by our culture and bring diverse experiences and backgrounds that will help us unlock our full potential. Click here to view our DNA, and if you like what you see, please read on!

As the Sr Manager of Groups Operations, you will be responsible for a team of Groups Booking Specialist & Groups Coordinators. Which will include coaching at an individual level while making sure both team and personal metrics are being upheld. In this role, you will be responsible for overseeing the entire process of group hotel bookings, from initial signing to successful check-in. Your leadership will play a pivotal role in ensuring seamless coordination, exceptional customer service, and efficient operations for group reservations. We are looking for a passionate people leader who is excited to motivate and engage a team while modeling our Hotel Engine DNA. Our company is quickly growing, and therefore we are looking for an individual who wants to continually elevate the overall productivity, skills and development of our teammates while highlighting and implementing opportunities for efficiency gains. If you thrive in a fast-paced, performance-based environment and enjoy having ownership of your work & communicating professionally – this role is for you!

Here’s what you’ll do:

• Consistently meet or exceed department revenue & CSAT goals
• Conduct interviews and work with our in-house recruiting team to bring on world class talent to our growing team.
• Develop team building and career advancement opportunities for reports to improve employee engagement and level up all skills
• Analyze data to inform decision making and identify potential team opportunities
• Motivate and engage your team by thinking outside the box, including activities such as team building events, contests, and monthly incentives
• Collaborate with other leaders across the organization to develop new strategies
• Own all HR administration related to direct reports, including timesheets, PTO, etc.
• Provide strong leadership to the Groups Booking Specialists and Groups Coordinators team, fostering a collaborative and results-driven work environment.
• Set clear performance expectations, mentor team members, conduct regular performance evaluations, and facilitate professional growth opportunities.
• Foster a customer-centric culture within the team, emphasizing high-quality service and proactive problem-solving.
• Manage the end-to-end process of group hotel bookings, ensuring accuracy, compliance, and timely execution of all tasks.
• Streamline and optimize group booking workflows to enhance efficiency and customer satisfaction.
• Serve as the main point of contact for escalated issues, resolving conflicts and ensuring exceptional customer experiences.
• Track and analyze key performance metrics related to group bookings, identifying trends, areas for improvement, and opportunities for growth.
• Continuously assess and enhance existing processes to improve operational efficiency, effectiveness, and customer satisfaction.
• Identify and implement innovative solutions and best practices within the Group’s booking function.
• Available for travel (up to 5%)

Here’s what we’re looking for:

• 5+ years operations leadership experience, hospitality experience is preferred.
• Passion for helping businesses improve their group travel
• Proven ability to manage multiple projects and activities while paying attention to detail
• Self-motivated, self-directed and resourceful professional ready to grow their careers in a highly competitive environment
• Bachelor’s degree in Hospitality Management, Business Administration, or a related field; Master’s degree is a plus.
• Strong understanding of group booking processes, hotel operations, and customer service principles.
• Excellent organizational, multitasking, and time-management skills, with the ability to thrive in a fast-paced, dynamic environment.
• Exceptional communication and interpersonal skills, with the ability to build relationships and collaborate effectively with diverse stakeholders.
• Analytical mindset with the ability to use data to drive decision-making and process improvement.
• Detail-oriented and committed to delivering high-quality results.
• Ability to adapt to changing priorities and maintain a positive attitude under pressure.

Cash compensation:

• The base salary range for this role starts at $120,000 – $145,000/year with an OTE potential of $150,000-$175,000/year. Final offer amounts are determined by multiple factors, including prior experience, expertise & may vary from the amount above.

Remote Opportunities:

• This role is eligible for remote work within the United States.

Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than day-to-day responsibilities. Hotel Engine has been recognized on Built-in Colorado’s Best Places to Work list 3 years in a row (2020-2022) for our positive culture and robust growth opportunities.

As a company, we’re also dedicated to giving back to our greater community, and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causes. In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:

• Competitive base salaries
• Annual performance bonuses
• Stock options for all associates + performance-based stock options
• Insurance benefits including medical coverage (with a plan available at no cost to employees) + 100% paid dental and vision insurance
• 401(k) plan with a match program
• Unlimited PTO + 2 paid days each year to volunteer with your favorite non-profit
• Paid parental leave and family medical leave
• Hotel discounts through our exclusive platform
• The ability to make a real impact in an incredibly fast-growing organization; you’ll never be just another cog in the wheel.