MyRequest Support Supervisor

9 hours ago

Saint John, Canada Wyndham Hotels & Resorts Full time

Wyndham Hotels & Resorts is now seeking a MyRequest Support Supervisor to join our team in Saint John, New Brunswick.

Why Wyndham?

By joining Wyndham Hotels & Resorts, you will play an integral role in our mission to make hotel travel possible for all. You’ll be part of the largest hotel franchise company in the world, where we strive to deliver the best value to our owners and guests. Most importantly, you’ll be entrusted to live our unique Count on Me culture, set by our core values of integrity, accountability, inclusive, caring and fun. At Wyndham, we provide all team members the opportunity to grow through best-in-class training and career development, leadership training, mentorship opportunities and educational support.  Supporting our team members is a top priority, which is why we offer competitive compensation and benefits, vacation, team member appreciation days, workplace flexibility and much more.  At Wyndham Hotels & Resorts, we value and embrace a culture of diversity, equity and inclusion that supports team members of all backgrounds and experiences. We can’t wait to welcome you

The Role

We have an opportunity for an experienced and dynamic Supervisor in our MyRequest Department. Our MyRequest department is responsible for building and maintaining all of the information that describes each Wyndham Hotels & Resorts Property. The property information includes entering and updating property data, building standard rate plans and room types, updating rates and inventory, and evaluating completed jobs for quality assurance.  Information is processed and reviewed in the Central Reservation System (CRS), Global Distribution Systems (GDS) and websites accessed by general reservation agents, travel agents and by customers using brand or 3rd Party sites. As a Supervisor you are empowered to make key decisions that positively impact the departments productivity and efficiency.  Your decisions will directly influence service level agreements, customer service, productivity, individual property and brand revenue and potential customer service payouts. Supervisor goals are reached by fostering a strong team environment and ensuring effective policy and practices are utilized in the areas of: Performance Management, Reporting & Trending, Floor Coverage, Staffing Levels, Training Updates, Process Changes and Scheduling/Seating.  

 

What you'll do

 

  • Oversee the team of MyRequest team members. This requires supervision ensuring that departmental goals and service levels are met through effective staffing levels, floor coverage, training, productivity coaching, workflow and MyRequest/Salesforce ticket volume resolution.
  • Ensure all Company, Human Resources and departmental guidelines, policies and procedures are being met and working closely with support areas to resolve issues in a timely and effective manner.
  • Coach associates on established processes and communications required to complete requests made to the department. Types of requests include but are not limited to: Content, Rates /Rate Plans and Room Types, Problem Resolution. Ensure our properties are successfully displayed and available across all applicable channels (Central, Brand. GDS, OTA etc.)
  • Supervise Promotional builds and projects as assigned. Ensure accuracy of rate loading in PMS and on CRS.   Align resources as necessary within team(s) to support achieving agreed upon service level agreements in MyRequest.
  •  Create and maintain various department reports that are used to identify performance, productivity, quality, trends and adherence / conformance.
  •  Proactively seek out resolutions to a variety of issues including escalations from internal and external sources.
You'll be successful if you have
  • Excellent Communication skills, written and verbal
  • Creative problem-solving skills
  • Promote open communication
  • Welcome opportunities for feedback for supporting and developing your team
  • Results Driven
  • Committed to establishing exceptional customer service experiences
  • Data-oriented
  • Team-oriented with the proven ability to build collaborative working relationships
Required Qualifications/Experience

•    Demonstrated 3 years’ experience in a leadership role. 
•    Post-secondary education
•    Previous experience in the hospitality industry preferred.

 

COMPANY OVERVIEW:

 

Wyndham Hotels & Resorts is the world’s largest hotel franchising company by the number of properties with approximately 9,200 hotels across over 95 countries on six continents. Through our network of approximately 872,000 rooms appealing to the everyday traveler, Wyndham commands a leading presence in the hospitality industry. Headquartered in Parsippany, N.J. with offices around the world in London, Shanghai, Buenos Aires, Dubai and more, Wyndham employs more than 2,000 corporate team members worldwide who are dedicated to the Company’s mission of making hotel travel possible for all. Supporting thousands of franchisees and a growing global portfolio of 24 hotel brands—think household names like Wyndham, La Quinta, Ramada, Days Inn and Super 8—Wyndham team members are a widespread group of individuals with diverse interests and backgrounds. Our unique Count on Me culture, commitment to flexibility and core values of Integrity, Accountability, Inclusivity, Caring and Fun are just part of what continues to make Wyndham an award-winning best place to work.

 

Job Location: Saint John, 180 Crown Street, Saint John, New Brunswick  NA
Employment Status: Full-time

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