Accommodation Operations Manager - (Hybrid)
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We're seeking an experienced Operations Manager to join the team for the 12 to 9 pm shift in our eDreams ODIGEO Accommodation Operations team, based in our Barcelona office. You will coach, lead and support a team of around 8 Operations Specialists to deliver on time high‑quality solutions, handling requests from and to our accommodation suppliers.
What you will do:
- Take ownership for the capacity planning and management of the team, ensuring adequate coverage at any time. Forecast workload and capacity, identify any coverage gaps in advance and propose solutions to mitigate.
- Monitor and report on the team KPIs. Track individual and team performance, give visibility on the achievement of the team’s targets.
- Define the request prioritisation and assignment criteria to support the Senior Specialists in the day‑to‑day management of the requests.
- Coach the team, through weekly regular 1‑to‑1s,



fostering a positive and growth‑oriented work environment, through regular 1‑to‑1s and feedback sessions on quality assessment performed and activity levels.
- Plan and prepare regular training sessions.
- Manage recruiting and support the Senior Specialists on the onboarding of new team members.
- Collaborate with other team leads from Customer Service and Commercial teams for mutual support and coordination in achieving common goals.
- Identify pain points by collecting the insights from the Senior Specialists and Specialists to optimise processes aligned with company strategy and drive the implementation of these process improvements to improve team effectiveness.

What you need to succeed:
- Bachelor or Master degree in Tourism or business administration.
- Minimum experience of > 5 years in Customer / Call Center / Supplier Service Claims in the Hospitality industry; > 3 years in leading teams; > 2 years in a proces

📌 Accommodation Operations Manager (España)
🏢 Edreams Odigeo
📍 España