Best Western Hotels & Resorts

Customer Support

• Coordinate new hotel onboarding and enrollment into CX platforms, ensuring accurate setup and timely activation.
• Serve as a knowledgeable resource for hotels and internal teams globally regarding CX platform functionality, troubleshooting, and best practices.
• Provide reporting, administrative support, and maintenance related to CX platforms.
• Serve as the primary first point of contact for members and staff with system questions or support needs.
• Identify trends in user needs and proactively develop resources, guides, and training materials.
• Host webinars, conduct tutorials, and support onboarding for new users.
• Collaborate with colleagues to improve processes, documentation, and internal knowledge resources.
• Support continuous improvements by uncovering enhancement opportunities and create evidence‑based tests to measure effectiveness.

Customer Experience Program Coordinator

Sales

• Oversee and execute the remote sales activation and ramp-up process for newly activating properties.
• Conduct pre-activation and post-activation consulting, ensuring each property is fully prepared for brand integration.
• Lead direct sales efforts during the ramp-up period, including prospecting, qualifying, and securing new business opportunities across all applicable market segments.
• Partner with Brand Marketing, Marketing, and Revenue Management to ensure cross-functional alignment and maximize property launch performance.
• Create and implement property-specific sales activation plans, including competitive set analysis and SWOT assessments.
• Utilize revenue management tools and insights to ensure the property is positioned to optimize revenue opportunities at launch.
• Provide ongoing updates, reporting, and performance summaries in a timely and accurate manner.
• Leverage AI tools, industry data, and insights to monitor performance, identify trends, and optimize sales revenue strategies.
• Cultivate strong relationships with property leadership, supporting teams, and internal stakeholders to ensure long-term success for each new activation.

Property Sales Manager

Ecommerce

• Produce and report on insights to drive revenue through bestwestern.com and our other guest facing revenue channels
• Formulate hypotheses that can be tested, measured, and reported on to a larger audience
• Support business initiatives by identifying key trends in data that can drive growth for the business
• Validate data integrity in all analyses performed
• Support department-wide ROI reporting and analyses when needed
• Build insight-minded dashboards, to identify and analyze trends and shifts in customer behavior across both browser and native mobile apps.
• Present insights to members of the Best Western leadership team
• Trains, manages, and mentors direct supports as other peer analysts across multiple teams

Manager, eCommerce Analytics

Accounts Receivable

• Ensure timely and accurate billings by preparing spreadsheets for billings, debits, credits, and account corrections, while meeting department deadlines.
• Prepare and distribute delinquency notices to support collection efforts.
• Track, report, and proactively update management on delinquent balances, ensuring all communications adhere to company guidelines.
• Compile, reconcile, and organize financial data to support the preparation of weekly, monthly, and annual accounting reports.
• Deliver high-quality customer service by researching, verifying and clearly communicating account information Hoteliers, resolving questions or concerns.

Customer Experience Program Coordinator

Property Sales Manager

Manager, eCommerce Analytics

Senior Accounts Receivable Representative