Customer Service à United States

Lead the Reservations Department as the Head of Department, overseeing daily operations, team performance, and service standards.

Report directly to the GM on booking pace, department KPIs, demand trends, and system performance.

Ensure operational compliance with Wyndham standards, especially rate code usage, reservation accuracy, and customer service delivery.

Train and supervise team members in upselling, accuracy, and communication standards.

Execute and support daily pricing strategies, restrictions, and inventory controls provided by GM/RM.

Maintain accurate BAR, corporate, promotional, and package rate codes in SynXis and Opera PMS.

Monitor booking patterns, market demand, cancellations, and pick-up to recommend strategy adjustments.

Provide data for forecasting: pace reports, segment breakdown, high-demand period analysis, and wash factors.

Assist in meeting revenue goals aligned with hotel strategy and Wyndham’s revenue approach.

Oversee and maintain all rate loading, inventory, mapping, and connectivity across:

• SynXis CRS

• Opera PMS

• OTA extranets

• GDS systems

• Channel manager (two-way connectivity)

Ensure accurate availability, rate parity, and content across all digital channels.

Troubleshoot discrepancies, mapping failures, or availability mismatches quickly.

Manage group blocks, allocations, cut-off dates, and pickup tracking.

Coordinate with Sales to load group rates and corporate codes accurately.

Ensure negotiated rate codes are functioning and monitored for production.

Ensure all reservations are handled accurately and efficiently, with high service standards.

Manage complex requests, VIP bookings, special requirements, and complaint escalations.

Maintain excellent internal coordination with Front Office, Sales, Revenue, and Finance.