Central Operations Coordinator EMEA

Job Summary

The role will primarily work with 60+ operating hotels and the position will proactively enhance performance in key performance metrics such as RevPAR, RevPAR index, Medallia, Wyndham Rewards and Wyndham Green. This will require analysis to prioritise the portfolio based on opportunity to improve, creating one master strategic plan for hotel performance, with key measurements to enable tracking of improved performance during the year with the ability to adjust the plan when required.

Over 35 hotels will be added to the portfolio in 2024, the role holder will be required to educate the new hotel General Managers on Wyndham Hotels & Resorts (WHR) systems, tools, and processes. They will work with the WHR Revenue Management team & the new hotels to ensure each individual hotel has the most effective selling strategies set up, in all market segments and channels. The role holder will be required to produce post opening reports on bookings and Revenues, to check realistic expectations on each hotel were delivered.

Tasks

The role works with hotels to develop and implement successful and measurable programs to assist in achieving Revenue, Product, Service and Brand Management goals.

They will work within a Central support team alongside a Line Manager, the Portfolio Brand Leader and internal WHR departments Commercial, Learning & Development, Architecture Design and Construction, Strategic Sourcing, Finance and Openings to coordinate, direct and support as needed.

There is an expectation to communicate awareness and booking activity with the WHR GSO team and encourage hotel visits where appropriate or GSO presentations to help hotels achieve the right business mix.

They will manage and respond to hotel queries via a remote Operations Helpdesk function and contribute to the WHR weekly communication to the hotels.

They will act as the primary face of WHR, it is critical we are easy to do business with and hotels get timely support and direction.

Scope/Financial Responsibility

The role is responsible for a select portfolio of hotels, with KPI, which must be achieved. To work independently and within a team to achieve departmental goals. The role requires attention to detail, a sense of urgency, personal responsibility, and ability to complete tasks in a timely manner.

Abilities/Key Competencies/Skills

Ability to read & analyse data. Strong communication skills – verbal and written. Ability to facilitate effective meetings with various stakeholders. Solution orientated. High level of organization and planning skills Flexibility. Ability to work to deadline. Coordination and liaison. High energy and resilience. Customer service orientation.

Experience/Certificates/Education

Further Education or equivalent qualification or professional experience within a business or hospitality related discipline Experience within the hospitality sector, especially in an operations focused role e.g. revenue manager or front office manager Must have previous experience of working within an administrative role in a desk top environment. High level of literacy and numeracy Fluency in written and verbal English is essential, with fluent verbal Russian and/or German. Experience of working with account management or similar would be an advantage. Experience of hotel CRS systems would also be an advantage. A high level of proficiency in Microsoft office is essential including Word, Excel and PowerPoint.

---