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Warwick Journeys Analyst

The WJ Ambassador will be charged with providing best in class customer service for Warwick Journeys Members which includes but not limited to reservations, and Member Support. Responsible for providing support and services to Warwick Hotels and Resorts most exclusive customers, Senior WJ Service Consultant will need to be able to handle complex requests, and perform at a high level under pressure. Provide intermittent support for various data needs including but not limited to audits/updates to Opera, Serenata and/or iCRO, and as needed assist Central Reservations roll over requests. As a WJ Ambassador 80% of work effort would be directed to WJ, 20% to Central Reservation roll over request.

Essential duties and responsibilities include but are not limited to:

Must have open availability, including evenings, weekends and holidays. 

  • Have a rolling 7 days arrival report for each participating hotel
  • Ability to multitask and work well under pressure
  • Review arrivals from participating hotels 48 hours prior to arrival identifying Gold and Black arrivals, cross stay members, and VIPs
  • Proactively reach out via email, or phone to Black 48 hours prior to arrival confirming arrival/departure times, and potential guest needs
  • Manage Manuel Stay Adjustments provided by hotels
  • Troubleshoot Warwick Journey issues, providing resolutions that result in Customer Satisfaction and Customer Retention
  • Manage and communicate reoccurring and high-visibility member issues to DOL and Manager
  • As requested, provide support to new hires on Warwick Journeys program and services issues/initiatives
  • Maintain a high level of knowledge on Warwick Journeys Program
  • Convert Warwick Journeys reservation calls to qualified stays
  • Increase member sign up driving adoption of Warwick Journeys Program
  • Assist DOL with ongoing Database Management and Maintenance
  • Must be able to read and write to facilitate the communication process
  • Requires good communication skills, both verbal and written
  • Ability to be persuasive with telephone sales skills
  • General knowledge of cities and their attractions
  • Assist with Rollover calls from Warwick Hotels and Resorts when calls from Warwick Journeys is not presented

Rose Holschuh
Director of Human Resources
Email: rholschuh@warwickhotels.com