Trainer – Reservations & Groups Department (Madrid)

About the role

We are looking for a dynamic Trainer to join our Reservations Department in Madrid. You will lead the training function within the Groups Department, ensuring new agents are onboarded efficiently and existing staff receive continuous development.

Key responsibilities

• Conduct onboarding sessions for new hires, covering company overview and core processes.
• Deliver hands‑on training on SAP, client identification, contracts, rates, reservation creation/modification, Evolution system, and call flow.
• Answer general questions, resolve doubts, and provide support during practical training exercises.
• Organise refresher courses for existing agents and continuously improve training materials.
• Monitor and evaluate trainee performance, give feedback, and report outcomes to supervisors, managers, and HR.

Required profile

• Excellent ability to convey essential knowledge during training sessions.
• Strong communication, persistence, and decision‑making skills.
• Leadership qualities, teamwork orientation, and motivation of groups.
• Proactive attitude and capacity to work under challenges.

Required skills

• SAP

What we offer

• Performance‑based commission.
• Meal vouchers (Ticket Restaurante).
• On‑site work model.
• Salary in line with the collective agreement.