Loyalty Operations Executive

Company Description

Minor Hotels is at the heart of the world’s most exciting cities, nestled on the world’s most beautiful beaches, and hidden within the most remote jungle retreats. Let us show you the world, from seamless city stays to exclusive safari lodges and luxury resorts on private islands.

Savour world-class dining at our collection of Wolseley restaurants, or sip cocktails with trendy socialites at SEEN. Embrace holistic wellness through revitalising therapies, or embark on the journey of a lifetime by train, luxury cruise or private jet.

Wherever your adventure takes you, we’re there. Discover the world with Minor Hotels.

Job Description

The Loyalty Operations Executive plays a key role in supporting the operational execution of loyalty campaigns, hotel content management, and partner communications. This role requires a detail-oriented and agile individual who can manage multiple systems and processes efficiently in a fast-paced, evolving environment. The ideal candidate will possess strong logical thinking, multitasking abilities, and a proactive mindset to handle complex workflows and cross-functional coordination.

Qualifications

• Bachelor’s degree in Marketing, Hospitality Management, Business Administration, or related field.
• 1–2 years of experience in hotel operations, marketing support, or customer service.
• Familiarity with Opera PMS and hotel systems is highly preferred.
• Proficiency in CMS platforms (e.g., Ibexa), ticketing systems (e.g., Zendesk), and Microsoft Excel.
• Strong logical thinking and problem-solving skills.
• Ability to multitask and manage complex processes with accuracy.
• Agile mindset and adaptability to rapid organizational changes.
• Excellent communication and coordination skills.
• Detail-oriented with a proactive approach to issue resolution.

Additional Information

Key Responsibilities

Customer Support & Ticket Management

• Provide timely responses to Zendesk tickets and ensure resolution of inquiries and issues.

Content Management (Ibexa CMS & Product Feeds)

• Review and approve Stay Offers, Local Offers, and Experiences submitted by hotels.
• Ensure hotel overview, images, and room visuals are correctly synced from product feeds.
• Monitor and resolve discrepancies or errors within Ibexa CMS on a case-by-case basis.

Claim Management

• Track and follow up on open claims with hotels.
• Provide tailored solutions and send reminders to ensure timely resolution.

Campaign & Offer Execution

• Update content for Loyalty and Evergreen campaigns on landing pages.
• Ensure campaign functionalities (e.g., opt-in forms) are working properly.
• Prepare and submit PLI & Discount templates for GHA Exclusive Offers (e.g., Cyber Monday, January Sale).
• Upload offer content to Ibexa CMS and follow up on rate check failures with regional teams.

Training & Webinars

• Assist in organizing and supporting monthly Hotel Champion trainings.
• Support onboarding sessions for new properties.
• Coordinate logistics for online and on-site training sessions.

Access & Approval Management

• Review and approve access requests for my.gha.com and GHA PBI.
• Coordinate with Brand Support for escalated access requests.
• Update HC distribution lists as needed.

Reporting & Analytics

• Generate and deliver reports based on team and hotel requests.

GHA Inquiries & Support

• Relay GHA-related inquiries to relevant teams or hotels.
• Investigate issues and provide feedback.
• Submit IPRs and request enrollment codes from the GHA team.