CRO Team Leader

Reservations & Groups Team Leader (Sales-Focused)

Barcelona | Central Reservations | Full-time | Monday–Friday

Join Generator

At Generator, we don’t just sell beds — we create experiences in some of the world’s most exciting cities.

Recognised by Fast Company as one of the Top 50 Most Innovative Companies, we are building a high-performance Central Reservations Office (CRO) that directly drives global revenue growth.

We are looking for a commercially driven Reservations & Groups Team Leader who can lead, inspire, and elevate a sales-focused reservations team in a fast‑paced international environment.

This Is Not a Traditional Team Leader Role

This role goes far beyond operational supervision. You won’t just manage workflows — you’ll drive performance, conversion, revenue, and commercial mindset across both internal and outsourced teams.

You will:

• Lead and develop high‑performing reservations sales teams
• Drive conversion, revenue growth, and upselling performance
• Coach agents to move beyond “order taking” into proactive selling
• Manage and optimise relationships with outsourcing partners
• Work closely with Revenue, Sales, and Operations teams
• Influence commercial performance across multiple European markets

What You’ll Own

• Lead the daily operations and performance of the Groups & Reservations team
• Monitor and drive KPIs including conversion, revenue, SLA, upselling, and productivity
• Manage outsourced reservation teams and external partners, ensuring service quality, alignment, and performance delivery
• Conduct regular performance reviews, calibrations, and operational follow‑ups with outsourcing providers
• Ensure outsourced teams fully comply with Generator SOPs, commercial standards, and service expectations
• Coach and develop agents through regular feedback, training, and performance management
• Ensure enquiries are proactively followed up and converted into confirmed business
• Support complex negotiations and high‑value group opportunities
• Drive outbound sales activity and commercial initiatives
• Collaborate with Revenue Management to maximise occupancy and profitability
• Ensure operational excellence across systems, billing, deposits, and booking accuracy
• Identify opportunities to improve processes, workflows, and team efficiency
• Create a positive, motivating, and high‑performance culture across internal and external teams

What We’re Looking For

• Fluent English + French required (additional languages are a strong plus)
• Previous experience leading hotel reservations or groups teams
• Experience managing outsourcing partners or remote operational teams is highly valued
• Strong commercial mindset with proven sales and conversion focus
• Ability to coach, motivate, and develop high‑performing teams
• Strong analytical and problem‑solving skills
• Comfortable managing high‑volume and complex business
• Excellent communication and stakeholder management skills
• Highly organised with strong prioritisation abilities
• Resilient and adaptable in a fast‑paced international environment

Tech & Tools

• Experience with PMS systems (MEWS is a plus)
• Familiar with OTAs, wholesale platforms, and booking channels
• Strong working knowledge of Microsoft Office and reporting tools
• Experience working with CRM or group reservation systems is highly valued

What’s In It For You

• Competitive salary + leadership incentives
• Performance bonus linked to team revenue and conversion results
• Birthday day off
• 2 free nights per year across Generator & Freehand properties
• Staff rates for you, friends & family worldwide
• Gym membership contribution
• Continuous learning & leadership development opportunities
• Social events and a vibrant, international culture

Work Schedule

• Monday to Friday
• No weekends
• Stable working hours supporting work‑life balance

Career Growth

This role offers strong exposure across commercial functions and international operations, with future growth opportunities into:

• CRO Operations Management
• Key Accounts & Commercial Leadership
• Revenue Management
• Sales Leadership
• International Operational Leadership Roles

Why This Role Stands Out

• Lead within a centralised commercial reservations hub
• Gain exposure to international operations and outsourcing management
• Direct impact on revenue and business performance
• Work with international markets and complex group business
• Be part of a growing company investing heavily in transformation and talent development
• Help shape the future of Generator’s CRO strategy

Apply Now

If you are a commercially driven leader who thrives on developing people, driving revenue, and managing high‑performing teams across multiple locations, we would love to hear from you.

Lead people. Drive revenue. Shape global performance. Join Generator.