Julia’s journey in hospitality began with a part-time job during university and has since grown into a successful career spanning hotel operations and Group Sales. Today, she leads MEININGER’s Group Sales team, supporting her colleagues’ development, working closely with hotels and other departments, and helping create great experiences for group guests. We spoke with Julia about her career path, what she enjoys most about her role, and what makes a strong team.
Can you tell us a bit about your background and how your professional journey began?
I hold a Bachelor’s degree in German Language and Communication. During my studies, I decided to take on a part-time job at a hotel, where I worked in breakfast service and housekeeping. This was my first experience of the hospitality industry and I quickly realised how much I enjoyed the dynamic environment and interacting with guests.
After completing my degree, I began my professional career at the reception of the same hotel. In this role, I gained valuable experience in the hotel business, enjoyed helping guests with their enquiries and was pleased to make them feel welcome throughout their stay. After a few years, I was promoted to Front Office Manager, a position I held for several years. It was an incredibly fulfilling experience to work alongside a fantastic team and develop my management skills. During this time, my passion for the hospitality industry grew even further and I realised that this was a field in which I wanted to develop and build my career.
What were you doing before joining MEININGER Hotels, and what attracted you to this role?
What initially attracted me to MEININGER was that my brother was already working for the company and spoke very positively about the company culture and the working environment. His experiences caught my interest and motivated me to look into opportunities within the company.
I applied for a Supervisor role in Group Sales, which at that time was still a much smaller team of about 10 people. As I came from a background in hotel operations, I saw this as an exciting opportunity to gain a different perspective on the hospitality industry while continuing to work closely with customers and helping create great guest experiences. I enjoyed building relationships with clients, finding solutions to their needs and collaborating with team members and various departments.
As I gained more experience within Group Sales, I became interested in taking on greater responsibility and supporting the team’s development. Moving into a management role at MEININGER allowed me to use the experience I had gained over the years to support the team, share knowledge and help colleagues succeed in their roles. What I enjoy most is working together with the team, finding solutions to challenges, and creating an environment where everyone feels supported and motivated.
What does a typical day as a Group Sales Manager look like for you?
Together with the Director of Central Reservations, the Group Sales Assistant Manager and the Group Sales Supervisors, I support the team by solving issues and finding solutions that enable our team to work efficiently.
A typical working day consists of regular calls with the Assistant Manager, meetings, processing emails and collaborating with departments such as Revenue, Sales, Quality & Training as well as Systems & Process Team. I also keep a close eye on our results and KPI’s to understand where we are performing well and where we can improve. No two days are exactly the same. While a significant part of my day is dedicated to supporting the team and solving operational challenges, I also focus on developing people, improving processes and working with different departments to achieve our goals.
How is the Group Sales team structured, and how many people are you?
We are a team of 39 colleagues, including 1 Assistant Manager and 4 Group Sales Supervisors, all working together to reach our targets and results. We manage the entire group booking process, from the initial request through any changes and preparation for arrival including important information such as arrival time, gender breakdown, etc. as well as invoicing, while working closely with other departments and Operations. Depending on business needs, we adjust responsibilities and priorities to ensure an efficient workflow and the best possible customer experience.
Your role involves direct contact with customers. What’s the most memorable last-minute change or unusual request you’ve ever had to handle?
One situation that always makes me smile is when guests came directly to our office because they assumed we were the hotel itself and this led to unexpected surprises. Once, a group organizer visited our office to discuss changes to his booking in person, while another guest came by because he wanted to update the billing address of the invoice. These were amusing situations and they have remained memorable to me because they highlighted how important personal contact and trust are for our guests. For me, these experiences have once again highlighted how crucial it is to be approachable, flexible and customer-focused regardless of the communication channel.
What’s your secret to staying calm and solution-oriented when dealing with stressful situations or demanding clients?
My secret is empathy and understanding. A quote from the actor Robin Williams “Everyone is fighting a battle you know nothing about. Be kind. Always.” has become a guiding principle in my life. It reminds me to stay calm, listen attentively, and focus on solutions. Both at work and in my private life, I find that understanding and respecting other people’s perspectives helps me to successfully manage even the most difficult situations.
What’s one phrase you probably say 20 times a day at work?
I probably say “OK” more than any other word during the day. Sometimes it is a simple OK to acknowledge that I have understood what my colleague said or that we are ready to move forward. Just as often, it is an “OK?”, a quick check to make sure that everyone is on the same page, feels comfortable and agrees with what we have discussed. It is a small word but for me it reflects an open and collaborative way of working.
Why are Group Sales and Customer Care separated at MEININGER, and how does the collaboration with Customer Care and hotel operations work in practice?
Group Sales manages requests for groups of 12 guests or more while Customer Care focuses on induvial travellers. Group bookings are often more complex and require detailed planning and a good coordination with the hotels. Once a group booking is confirmed, we ensure that the group is properly prepared for arrival and that all requirements are communicated to the hotels.
For larger groups, especially those with more than 150 guests, we organize dedicated support calls with the colleagues from the reception. These calls help to discuss operational details, clarify open questions and make sure that everyone involved has the information they need. This can include room allocations, arrival and departure procedures, meal arrangements, special requests and any other relevant details. The close collaboration between Group Sales and hotel operations is essential to creating a smooth guest experience.
What makes a great Group Sales team in your opinion? How would you describe the dynamic within your own team?
In my opinion, a great team is built on the people who work in it. Strong teamwork, ambition, experience and motivation are essential for success. Group sales is often about handling complex enquiries, tight deadlines and the expectations of various departments, including operations. It is therefore important that team members support each other and work towards shared goals.
I would describe our team as very experienced, dedicated and extremely cooperative. Everyone is committed to providing our groups and clients with the best possible service, and there is a strong team spirit that enables us to achieve our goals while maintaining a positive working atmosphere.
What I value most is that we can rely on each other. We celebrate successes together, learn from challenges and constantly motivate ourselves to improve and develop further. It is this combination of expertise, trust and teamwork that makes our team so successful.
Hospitality is all about people. What skills do you think are essential when working in a customer-facing role like yours?
For me, hospitality is about balancing empathy and resilience. Groups often come to us with high expectations, specific requests or last-minute changes. It is important to understand their perspective while also being able to handle pressure and find practical solutions.
As most of our communication happens via email and phone, clear communication is important to build trust and manage expectations. The ability to stay positive and solution-oriented, even in challenging situations, is what really makes a difference.
Customers have expectations and our job is to make as much as possible happen for them. Sometimes the answer cannot be “yes”, but there is almost always an alternative solution that helps create a positive experience and maintain a strong relationship.
Looking back, what has been one of your proudest or most rewarding moments at MEININGER so far?
Puh, there have been many special moments and it is difficult to choose just one. The first one that comes to my mind was 2020. When Covid hit, we went from managing hundreds of group bookings to cancelling them all. It was a stressful and uncertain time for both customers and employees. What I remember most is how different departments came together and supported each other. We spent months finding solutions, handling rebookings, processing refunds and keeping communication open with our clients.
Another moment that stands out was presenting our department’s successes at this year’s Commerce Workshop. As a manager, there is nothing more rewarding than being able to highlight the achievements of your team. Seeing the progress we have made and sharing those results made me incredibly proud of the Group Sales Team.
And finally, who are you outside of work? How do you like to relax and recharge after busy days?
Outside of work, my family and friends are at the centre of my life. To recharge my batteries, I enjoy a mix of active and mindful hobbies. Badminton helps me clear my head, while puzzles, reading and cooking allow me to slow down and focus on something completely different. For me, the best way to relax is a combination of spending time with the people I care about and activities that help me switch off and relax.
Thanks for sharing your insights, Julia!
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