Global Sales Operations (GSO) Coordinator EMEA

Job Summary

The Global Sales Operations (GSO) Coordinator EMEA forms an integral part of the Wyndham Sales Operations team operating within a variety of administrative duties, projects, and revenue generation, with three key elements qualifying the success of this position:

1) To provide administrative services to the Wyndham Sales EMEA teams at the required level.

2) To primarily focus on managing our ad hoc and Brand.com, direct leads - overseeing, owning, and executing the Lead Management and Business Development efforts across the region on behalf of the team, hotels and clients.

3) To pro-actively direct demand and revenue into our hotels through multiple sources and channels ultimately adding to overall revenue contribution for our franchisees.

Additional responsibilities include but not be limited to assisting the EMEA Wyndham Sales teams on an ‘as required' basis, supporting in reporting, analysis and metrics utilising available BI tools and creating dashboards to visualize data, and working directly with both managed and franchised hotel teams to educate, support and deliver opportunity and revenues through Wyndham Hotels & Resorts (WHR) systems.

Responsibilities

Business Development & Lead Management

Lead Management:

• Oversee and own the Lead Management and Business Development process for Wyndham Sales EMEA, covering all client enquiries and opportunities across the region. This includes receiving and processing all non-Wyndham Sales managed leads from the market segments, i.e. Group, MICE, Leisure, Transportation, Sports, and Wedding.
• Work pro-actively to qualify and convert direct demand, driving revenues into our hotels by following SOP's and guidelines.
• Identify, qualify and meet the needs of clients, and present a suitable solution through informative proposals in order to convert business opportunities into transactions.
• Document the development of all Leads within Salesforce as the main CRM platform while managing leads and logging activities, and communicating with clients. Ensure Salesforce is up to date and educate everyone involved on process enhancements, individual account status, completion, and follow-up.

Business Development:

• Identify and capture new business opportunities for our hotels globally from the EMEA based accounts and clients. This includes researching and analysing market trends, identifying potential clients, and developing relationships with key stakeholders.
• Take on the responsibility for ensuring that revenue meets or exceeds the established business development sales goals.
• Directly develop/ manage several regional/ global revenue-producing accounts that are in a state of growth to bring them to a point where they can be handed over to the respective Global/ Regional Sales Teams.

Hotel & Client Engagement

• Build strong, trust-based relationships with hotels across EMEA to support lead conversion and create an active partnership between the hotels and the Wyndham Sales teams.
• Engage and assist hotels through clear communication, guidance on opportunities, and regular follow-up to strengthen collaboration and ensure a smooth sales process.
• Communicate with customers in a professional and timely manner, qualify their needs, and convert them into the Wyndham ecosystem.
• Support the growth of the company’s account database by identifying new business, nurturing repeat clients, and driving revenue through consistent follow-up and proactive development.

Responsibilities (cont'd)

Sales Systems, Reporting, Data & Support

• Use reporting and BI tools effectively to monitor the Business Development pipeline: lead flow, conversion status, weekly performance checks and other day-to-day activity.
• Collate, process and load hotel data into Wyndham’s sales systems, ensuring information used for Business Development EMEA is accurate and up to date.
• Assist the wider team with the Quarterly production collection and tracking process, ensuring data is gathered, checked and submitted on time.
• Support the EMEA Sales Operations Manager with system enablement, document updates, troubleshooting, logging tickets and onboarding new team members across Salesforce Lightning, Cvent (MICE & Transient), Birst, Wyndham Community and other relevant tools.
• Manage data storage and sharing through ShowPad, SharePoint, MS Teams and other platforms, keeping information organised and up to date.
• Provide day-to-day administrative and coordination support to the EMEA Sales Operations and Wyndham Sales teams.
• Support the team with sales communications, presentations, materials and other tasks required by the business.

Internal Relations & Systems

• Work closely with colleagues across all Wyndham Worldwide business units and regions, including counterparts in the US and Canada, to ensure smooth collaboration and alignment.
• Stay in regular contact with Business Development teams handling opportunities in their respective markets to maintain a consistent process and timely follow-up.
• Support colleagues from all parts of the business when needed and use the available tools and systems effectively to deliver value to owners and guests.
• Comply with all policies, systems and procedures as set by the Sales Operations Manager EMEA.

Personal Development

• Take responsibility for personal and professional development in preparation for progression and the “next level” of responsibility.

Complexity

The level of decision-making authority in this role is moderate depending on the task. Most tasks are either regular ad-hoc leads (ongoing/ weekly/ monthly/ etc.) or should be requested with a full brief. This position is ideal for a self-starter, and allows the right individual to show initiative, confidence, professionalism, and good judgement. They must be results-oriented and willing to develop and take on responsibilities while working within a team and being self-dependent.

This role does not have any supervisory responsibilities attached to it.

The Coordinator will not just coordinate but ‘own’ the Lead Management and Business Development process by working closely with our sales teams and hotel properties to ensure customers receive timely responses to enquiries and RFP's. They are the subject matter expert in the tools used by the Sales Team, Hotels and Clients, able to educate, train and answer questions. They manage a number of accounts and negotiate directly with clients for the best potential agreement, prior to offering this to the hotels for their consideration and participation. They further support the team by providing a variety of administrative services on an ‘as required’ basis.

Scope/ Financial Responsibility

Although this position does not manage a separate cost centre, it is the responsibility of the Coordinator to manage their expenses accordingly.

They have their own individual revenue target and are responsible for driving revenue to WHR properties from their client portfolio and through the ad hoc leads received.

They hold a level of influence amongst existing and potential clients as well as in the managed and franchises hotels, and act as an ambassador of the company and our brands as we expand our visibility in the EMEA region.

Abilities/ Key Competencies/ Skills

• Ability to multi-task.
• Ability to prioritize workload and time sensitive requests.
• Customer service.
• Excellent communication skills, both written and verbal, and interpersonal skills.
• Account and lead management.
• Organization and planning.
• Teamwork and ability to work autonomously.
• Flexibility to adjust to the changing needs of the business, taking on new ideas and initiatives.
• Energy and ambition
• Ability to stay objective and fair when dealing with sensitive internal/ external customer situations and maintaining constructive working relationships.
• Self-starter, exhibiting initiative, confidence, professionalism, and good judgment.
• Works with a high level of accountability, and is results orientated and dependable.
• Ability to make business decisions with integrity and honesty.
• Confident working with AI-supported tools and adapting to new technologies.
• Strong ability to learn, use and troubleshoot sales and data systems.

Experience/ Certificates/ Education

• Ideally three years of administrative or secretarial experience in a hotel commercial environment (or travel industry) or alternatively a forward thinking, fast-growing organisation.
• High School/ Tourism or Hospitality Diploma or equivalent is required.
• Hotel or travel industry sales/ account management experience would be advantageous.
• Good in interpreting, analysing and sharing data.
• Proficient in using Microsoft Office applications and the Windows environment.
• Experience in using Sales Systems, e.g. Salesforce Lightning and Cvent is beneficial.
• Experience in using Seller Support tools, e.g. ZoomInfo, LinkedIn Navigator, UpMail, Monday.com, and Smartsheet.
• Understanding of the sales process, tools, measurements and systems.
• Understanding of business needs of hotels and clients.
• Familiarity with Database Management would be beneficial.
• Project management skills and high affinity towards data and technology would be helpful.
• Prior experience within a Global or Regional Sales Organization and/ or franchised environment is preferred, but not essential.
• Fluency in spoken and written English is essential with additional languages being beneficial.
• Must be able to travel throughout the EMEA region and beyond as required.

Organisational Relationships

This is a hybrid role based out of our corporate office in Gurgaon, India, with flexible working hours to cover oboth the European and Middle Eastern time zones. The position reports into the RSales Operations Manager EMEA, and plays a key role in driving the success of our sales operations in the EMEA region.