Director Loyalty Operations Excellence- Minor Hotels Eu&Am - Madrid

What will be your mission?

This pivotal position within Loyalty will be responsible for overseeing the operational execution and ensuring consistent service delivery of the Minor DISCOVERY loyalty programme across all brands and hotels within Minor Hotels Europe & Americas. Acting as the bridge between corporate loyalty strategy and on-property delivery, this position ensures that loyalty procedures, training, and standards are effectively embedded into hotel operations, with particular focus on new franchise openings, quality compliance and building strong partner relationships with franchise hotels.
The role oversees the implementation of loyalty standards, partners closely with Market Operations, and provides hands-on leadership to the Loyalty Experience & Training Coordinator and Senior Hotel Champions network. It ensures hotels - whether owned, managed or franchised - deliver loyalty touchpoints with the same level of excellence, alignment, and accountability.
This is a senior, field-oriented corporate role for a hospitality professional who combines operational credibility with a strategic mindset and strong project management skills.

What will you do?

1.Franchise & Operations Integration

• Lead the operational rollout of Minor DISCOVERY across franchise properties, ensuring consistent application of brand and loyalty standards.


• Develop and maintain loyalty franchise onboarding frameworks, SOPs, training and audit mechanisms. Owner of Franchise Loyalty Guide.


• Partner with Market Operations (Market Directors & GMs) to ensure loyalty inclusion in operational reviews and performance plans, ensuring compliance, performance monitoring, and continuous improvement.

2. Quality Assurance & Standards

• Define and oversee loyalty quality control framework (mystery audits, self-checks, or third-party evaluations) in partnership with Operations & Quality team


• Translate brand standards and LQAs into actionable loyalty checkpoints for hotels.


• Support corrective action plans with GMs and Regional Ops teams.

3.Capability Building, Hotel Engagement & Field Support

• Supervise the Loyalty Experience & Training Coordinator, ensuring training plans, toolkits, and content reflect operational needs and brand identity.


• Collaborate with Corporate University to co-create advanced loyalty training for GMs and franchise owners.


• Introduce “Train-the-Trainer” and certification programs for Senior Hotel Champions and Franchise Operations teams.


• Empower Senior Hotel Champions through mentoring, recognition, and ongoing best practice sharing.


• Build the network of motivated and trained Hotel Champions

4. Loyalty Procedures & Continuous Improvement

• Lead updates of loyalty SOPs and operational policies, always looking to give the best support to hotels


• Ensure coordination with Contact Center, IT, and Guest Experience teams for seamless operational flow.


• Identify gaps and drive corrective initiatives across regions, aligning with the Loyalty Performance Specialist for data-driven decision making.

What are we looking for?

Experience:

• 6–8 years in hotel operations or corporate operations support (Hotel, Market Operations or Quality background ideal).


• Proven track record in multi-property operational leadership or franchise performance management.


• Previous exposure to loyalty or guest experiences programmes.

Qualifications:

• Bachelor’s degree in hospitality management or business administration.


• Fluency in English; additional language(s) preferred.


• Strong command of TMS, Microsoft Office. Opera knowledge is a plus.


• Travel across regions may be required.

Why choose us?

At Minor Hotels Europe & Americas we are committed to shaping exciting careers worldwide and cross-cultural experiences. Our journey is fuelled by the passion and dedication of our incredible teams, who also enjoy inspiring and exclusive benefits such as:

• Worldwide experience – diversity of 150 different nationalities.


• Career development opportunities full of national and international challenges.


• Wide range of training programmes to enhance your skills.


• Wellbeing initiatives, including flexible working conditions.


• Team member recognition programmes, including Memorable Dates.


• Ability to make a difference through our sustainability programme and volunteering initiatives.


• Team member rates and promotions, offering discounted rates in our hotels around the world and exclusive benefits through our corporate loyalty programme.