Senior Manager of Groups Operations

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 professiona