Job Information
Choice Hotels Director, Franchisee Care Operations in Scottsdale, Arizona
Who are we looking for?
Choice Hotels, one of the world’s largest lodging franchisors, has an exciting new opportunity based in our Scottsdale, AZ office as our Director, Franchisee Care Operations in the Commercial Operations department. The Commercial Operations department is the team that strengthens and supports our franchisees through a variety of technologies and processes that assist in the daily functions of our 7,000+ hotels. As a key member of our Commercial Operations team, you will oversee these functions to ensure our franchisees are supported from hotel onboarding, property management systems and tools, setup and support of OTA and GDS distribution channels, rate loading, and franchisee technical support center operations.
Are you an enthusiastic hospitality professional with technical support leadership background, highly collaborative and thrive organizing and delivering projects ? We invite you to apply today for our Director, Franchisee Care Operations role today and #MakeItYourChoice.
Your Responsibilities
· Monitor and guide the daily operations of the Franchisee Care support teams, delivering world-class results for our hotels
· Initiate, plan, and manage key initiatives that impact our hotels with focus on hotel onboarding, OTA and GDS optimization, rate loading and visibility, as well as offshore support center strategies, plans and efficiencies.
· Build a core foundation across each Franchisee Care team and identify opportunities to improve processes and service delivery capabilities.
· Drive continuous operating improvements and quality performance for service delivery.
· Develop and execute long and short-term plans and strategies for operational efficiencies, workforce management, and budgets.
· Serve as the main point of contact for the Franchisee Care team across the organization and lead/participate in corporate initiatives and projects.
Your Experience, Skills & Competencies
· An undergraduate degree in business is required.
· Minimum of five years previous experience in hotel technical and operational support including support center and budget oversight, strategic and project planning, project management, and change management.
· Experience with OTA’s, GDS’s, CRS’s, PMS’s and other relevant hotel technology systems is required.
· Proven abilities identifying, driving, and delivering process improvements and reporting results.
· Excellent verbal, written and listening communication skills.
· Strong presentation, organizational and time management skills.
· High energy and self-starter mentality – a driven for success leader.
· Ability to work under pressure and manage multiple projects/tasks concurrently.
· Demonstrates key competencies including : Cultivates Innovation, Drives Results, and Manages Ambiguity.
Your Team
This is a leadership role that will report to the Senior Director, Commercial Operations. You will have several direct reports and collaborate with cross functional departments on a daily basis.
Your Work Location
As our Director, Franchisee Care Operations, you will be based in our beautiful, state-of-the-art technology hub in Scottsdale, AZ - a newly constructed world class technology center.
Right now, our associates in Scottsdale, AZ are working in a hybrid environment, up to 4 days per week in the office and virtually from your home office the remaining days. We provide flexibility and encourage ongoing communication with your leadership to establish expectations about your unique needs.
About Choice
Choice Hotels International, Inc. (NYSE: CHH) is one of the largest lodging franchisors in the world. With nearly 7,500 hotels, representing nearly 630,000 rooms, in 46 countries and territories as of September 30, 2022, the Choice® family of hotel brands provides business and leisure travelers with a range of high-quality lodging options from limited service to full-service hotels in the upper upscale, upper mid-scale, midscale, extended-stay, and economy segments. The award-winning Choice Privileges® loyalty program offers members a faster way to rewards, with personalized benefits starting on day one. For more information, visit www.choicehotels.com.
At our worldwide corporate headquarters in North Bethesda, MD and St. Louis Park, MN as well as our technology center in Scottsdale, AZ, and through our associates around the globe, we keep Choice Hotels thriving by serving as a champion for our franchisees and providing cutting-edge technology.
About Choice Hotels Financial Performance
Adjusted earnings before interest, taxes, depreciation, and amortization (EBITDA) for first quarter 2024 grew to $124.3 million, a first quarter record and a 17% increase compared to the same period of 2023. Please click here to review highlights of our first quarter 2024 results.
* PLEASE NOTE: This role is not eligible for sponsorship *
Ability to model Choice’s Cultural Values: Welcome and Respect Everyone, Be Bold, Be Quick, Listen, Be Curious and Show Integrity.