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Start Your Hospitality Career with Wyndham Worldwide

Job ID: 
1713921
Job Function: 
Call Center & Customer Service
Location: 
Parsippany, New Jersey United States
Brand / Resort: 
Wyndham Hotel Group
Schedule: 
Full-time

Contact Center Program Account Manager

28 Sep 2017
Wyndham Hotel Group, hotel giant with an unmatched global presence, is one of three hospitality business units of Wyndham Worldwide. We’re a hospitality powerhouse, with 19 iconic brands united by the most generous and simplest rewards program in the business, Wyndham Rewards.
 
We are driving the democratization of travel by transforming to deliver better value for the everyday traveler. We believe travelers deserve great experiences and real value, and our portfolio – including our strength in economy and midscale hotels – delivers that.
 
Our global portfolio consists of more than 8,000 hotels and over 697,600 rooms in 77 countries under the following brands: Dolce Hotels and Resorts®, Wyndham Grand®, Dazzler® Hotels, Esplendor® Boutique Hotels, Wyndham Hotels and Resorts®, Wyndham Garden® Hotels, TRYP by Wyndham®, Wingate by Wyndham®, Hawthorn Suites by Wyndham®, Microtel Inn & Suites by Wyndham®, Ramada®, Baymont Inn & Suites®, Days Inn®, Super 8®, Howard Johnson®, Travelodge® and Knights Inn®.
 

Wyndham Rewards, ranked number one hotel rewards program for 2016-2017 by U.S. News & World Report, offers more than 50 million members the opportunity to earn and redeem points at more than 25,000 hotels, condos and homes globally.

 

Signature Reservation Services is a program that is designed to optimize the digital search voice channel and/or provide a structure that allows for properties to forward reservation calls to the contact centers, as a service.
 

The Contact Center Program Account Manager will serve as the primary contact for the franchisee and liaison for internal groups for the program.  The role will maintain the necessary relationships for the program, while driving performance metrics and hotel/customer satisfaction for the participating properties.  This role will analyze, track, and present results and recommendations to the properties.  Additionally, this position will provide performance reporting to WHG regarding program and property results.

 

Responsibilities

 

Signature Reservation Services Program Optimization:
  • Manage relationship and communication of the program between the property and WHG.
  • Manage the relationship and communication between the program and the Contact Center Organization.
  • Manage the communication with internal groups.

 

Support of Signature Reservation Services - External:
  • Manage regular touch points with the properties to drive optimal performance.
  • Provide support and guidance to the property with any questions or concerns.

 

Support of Signature Reservation Services - Internal:
  • Manage the processes to ensure that internal groups are performing the tasks necessary and on schedule to bring properties onto the service.
  • Liaison for internal groups.

 

Onboarding sites for Signature Reservation Services - External:
  • Manage the onboarding process with the property.  

 

Onboarding sites for Signature Reservations Services - Internal:
  • Manage the onboarding process for the service relating to all internal groups.

 

 

Qualifications
Experience/Education
  • Bachelor’s degree or equivalent work experience
  • 3+ years of Contact Center Operations or similar work experience
  • 3+ years of Hotel Operations experience or similar work experience
  • Revenue Management experience/knowledge is a plus

 

Abilities/Key Competencies/Skills
  • Strong proficiency in MS Office
  • Strong written and verbal communication skills
  • Strong time management skills are a must
  • Ability to multi-task in a fast paced environment

 

Copyrights

If you require a reasonable accommodation to complete an application please email your request to Mycareer@Wyn.com and provide the job title and location to which you are applying.

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