Hotel Experience Manager

HRS is the global leader in business travel intelligence. Our AI-native Copilot and Connect Platform transforms fragmented travel, payment, and compliance data into real-time decisions — saving enterprises millions and giving CFOs, procurement teams, and travel managers the control they need.

HRS is the global leader in business travel intelligence. Our AI-native Copilot and Connect Platform transforms fragmented travel, payment, and compliance data into real-time decisions — saving enterprises millions and giving CFOs, procurement teams, and travel managers the control they need.

1B+ Business travel transactions processed annually

3,500+ Enterprise clients across 55 countries

35+ Years building the global travel ecosystem

AI-native Copilot & Connect Platform — built for enterprise scale

Within our STAY Unit, the Hotel Success Management team is responsible for the operational delivery of HRS's hotel partnerships. Hotel Experience Management handles both inbound and outbound activities to enable the HRS 5S Framework and drive hotel performance. While the team covers inbound support requests from all hotel partners, most outbound activity is focused on strategically relevant hotels — acting as consultants who understand the required performance indicators, enable the 5S Framework for our customers, and manage hygiene factors such as hotel status, content, and general support.

We are looking for a Cologne-based Hotel Experience Manager to become part of our Hotel Success Management team. In this role, you serve as the daily operational interface for HRS's hotel partners, ensuring excellent operations and support while enabling partners to unlock the full value of the HRS 5S Framework.

You strengthen HRS's hotel partnerships by delivering smooth onboarding, reliable operational support and proactive consulting that helps hotels grow market share. Your impact shows up in hotel partner satisfaction, adoption of HRS solutions, and the efficiency and quality of the support delivered across the partner portfolio.

• Serve as the daily operational interface for HRS hotel partners, ensuring excellent operations and support.
• Support and manage inbound support requests from hotel partners related to HRS LaaS Solutions and general administration.
• Prioritize support requests based on economic impact.

• Lead technical onboarding and training of new hotel partners to provide an easy and fast go-to-market solution.
• Support sign-up and submission of HRS Labelling, Classifications, Corporate RFPs, and CCR Procurement to facilitate enablement of HRS's value proposition and solutions.

• Proactively consult hoteliers on activities along the HRS 5S Framework to increase market share, including pricing/availability and training on the HRS VPAY Solution.

• Collaborate closely with the regional Hotel Account Manager team, taking over delivery support tasks or briefing Hotel Account Managers on important developments with key hotels.
• Work cross-functionally within the STAY Unit to understand customer needs and their implications for hotel offerings and services.
• Actively contribute to continuous process improvements, identifying automation potential and improving working procedures.
• Solve complex problems and find solutions by collaborating with other departments across HRS.

• A commercial education, preferably in the travel industry, or a degree in Business Administration.
• Preferable experience in an operations role combined with experience in the B2B Travel Industry, a B2B SaaS company, or Customer Service.
• Good understanding…