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Operational Analyst (Rev IQ), HTCS

Location: 

Saint John, New Brunswick, CA

Property Name:  Saint John
Req Id:  20999

A Warm Wyndham Welcome to you from our Saint John Team

 

The Saint John Wyndham team is very proud of our accomplishments and our strong history of over 25 years of business in our community.  Every day, we work to make hotel travel possible for all.  We welcome you to learn more about our outstanding team.   

 

  • We have over 15 business departments including Wyndham Hotels, Wyndham Rewards, Customer Care, Group Sales, Global Account Services, MyRequest Support Team, Technical Support and more.
  • A Wyndham family of 550+ team members as well as our local support teams; Human Resources, Talent Development, Workforce Management and Payroll. 

 

Our Saint John Wyndham team works very closely together to ensure we fulfill our Count on Me service promise; We are responsive, respectful and we deliver great experiences.

  • Experience a commitment to your financial security, health, development and growth
    • Comprehensive benefits including wellness programs and virtual wellbeing health care services
    • RRSP matched up to 6% after 6 months consecutive service
    • Paid Time off: Enhanced Vacation with extra personal and flex days
    • Tuition Assistance. Full time $4000-$6000 per calendar year, part-time $2000-3000 per calendar year
    • Certification reimbursement at 100% of the cost, up to $3500
    • Team member referral program: $300 -$1500 bonus paid after new hire successfully completes 90 days with the Wyndham team
    • Unlimited access to Wyndham University to discover your learning journey specific to your development needs
  • Be a part of the respectful work environment where we celebrate personal and professional successes
  • Diversity in perspective, talent and background have helped to make us one of the leading hospitality companies and a remarkable place to work

 

We have a full-time opportunity for an Operational Analyst (Rev IQ), on our Hotel Technology Client Support Team at our Saint John, NB Corporate office.  We welcome you to a role that offers the opportunity to work with an established team who are committed to your success and delivery of our Count on Me service promise. Currently our teams have the opportunity to work together in our Saint John office and also to work from home with company provided equipment.

 

The Operational Analyst is responsible to ensure all escalated incidents to Hotel Technology Client Support are worked, resolved, and communicated back to the escalating party. This Operational Analyst role will be Rev IQ focused. You will be responsible for ensuring franchisees are receiving continued support and work hand in hand with WHR business and its partners, along with the helpdesk(S) to ensure the support model and escalation models are being maintained. You will have the autonomy to create documents, collaborate on global sales and conduct trending on helpdesk volume.

 

The Analyst also supports the Tier 1 and 2 teams and provides floor support when needed up to and including taking calls and or chats and creates and manages all documentation required to assist Tier 1 and Tier 2 teams in providing solutions for reported Incidents by Wyndham Franchisees. This role assists and trains other Wyndham Hotel Group departments and assists with new hire transition and training. The Analyst is responsible for going onsite to properties to resolve escalated issues that require an onsite presence or subject matter expert. You will manage internal incidents and work with internal teams such as IM and vendor partners to resolve and track issues and join bridges as required to assist with troubleshooting, issue resolution and will engage the Operations Supervisor to assist with property and floor communications during said incidents. The Analyst will also handle escalated Customer Care issues and financial disputes that are a result of the Customer Care process and or technology issues working with internal teams and partners to identify trends with technology and team members and escalate to the product team as needed.

 

Reporting to the Manager, HTCS Systems you will have a demonstrated five (5) years’ experience working in a technical environment and minimum of two (2) years’ experience preferably in a related technical environment. Your strong customer service, communication and analytical knowledge are keys to your success as an Operational Analyst with Hotel Technology Client Support.

 

Wyndham Hotels & Resorts fosters a workplace where all individuals are treated with respect and can achieve both personal growth and professional success as we are committed to making Wyndham a special place to build a career.  Thank you for your interest in learning more about our Wyndham Saint John team.

 

 

COMPANY OVERVIEW:
Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company.  We stand 22 brands strong across 9,000 hotels in more than 95 countries, and we offer the most diverse collection of hotel experiences in the world.  Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers.  We believe guests deserve great experiences, and our robust portfolio—distinguished by our leading economy and midscale brands—delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel  by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Registry Collection Hotels, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Alltra, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 9,000 team members worldwide.

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

 

What we expect from you:

You will play an important part in our mission to make hotel travel possible for all by:

Being responsive, respectful and delivering great experiences to our guests, partners and communities.

Foster an inclusive environment where individuals feel empowered to bring their authentic selves to work and share their diverse perspectives.

Bring your best every day and strive to exceed expectations in all you do.

What you can expect from us:

With Wyndham Hotels & Resorts, you can expect a fulfilling career to include:

Growth opportunities through best-in-class training and career development, leadership training, mentorship opportunities and educational support.

Competitive salary and benefits, flexible work arrangements and exclusive team member discounts.  

Team member benefit programs that focus on nutrition, exercise, lifestyle management, physical and emotional wellness, financial health, and the quality of the environment in which all team members work and live.

A Company culture of diversity, equity and inclusion. Our culture infuses different perspectives that reflect our diverse guests and communities around the world.

About Wyndham Hotels & Resorts:

Wyndham Hotels & Resorts is the champion of the everyday traveler. Every day, we work to make hotel travel possible for all. With more hotels than anyone else across the globe, we offer the largest and widest collection of hotel experiences in the world. So wherever and however people travel, Wyndham will be there to welcome them.