Manager, Hotel Efficiency, Resource & Operations

JOB SUMMARY:

Reporting to the Regional Vice President, Franchise Performance, the Manager, HERO Operations supports the engagement and activation of Brand Programs and Initiatives through the day-to-day direction and development of a team of HERO Coordinators.

The Manager, HERO Operations directs the HERO team within an assigned region, ensuring consistent franchisee support while fostering a collaborative, productive, and high-performing culture focused on delivering quality service. The job supports the onboarding and development of HERO Coordinators and, in coordination with the Regional Vice President, recommends talent decisions to help ensure the HERO team effectively implements Brand Programs and Initiatives that elevate Guest Satisfaction, Program Engagement, and Franchise Support Efficiency across a portfolio of midscale, upper midscale, and upscale properties.

Through the direction of the HERO team, the Manager, HERO Operations ensures hotels actively participate in Brand Programs and Initiatives by providing operational support, connecting hotels with the appropriate Choice resources, and maintaining clear, consistent communication between HERO Coordinators and Franchise Performance Directors to deliver quality franchisee support, strengthen owner engagement, and support initiative adoption.

The Manager, HERO Operations serves as a first-line escalation point for recurring and moderately complex franchise support issues and ensures HERO Coordinators maintain thorough documentation and clear, consistent communication, providing regular status updates to the Regional Vice President on team operations, owner engagement, and support trends. During periods of business need and as directed by the Regional Vice President, the Manager may directly support an assigned portfolio of hotels to ensure continuity of franchise support and service delivery.

RESPONSIBILITIES:

Team Leadership

• Direct and develop a team of HERO Coordinators committed to delivering quality franchisee support, operational excellence, and consistent service delivery.
• Support the onboarding of new HERO Coordinators and recommend candidates for hire, retention plans, and onboarding approaches to the Regional Vice President for review and approval.
• Foster a collaborative and accountable team culture through day-to-day coaching, mentoring, and performance feedback.
• Develop the capabilities of the HERO team through education on Choice programs, initiatives, systems, franchise support resources, and operational best practices.
• Assign daily tasks, monitor workloads, and balance resources across the HERO Coordinator team to ensure consistent service delivery, escalating resource or performance concerns to the Regional Vice President as needed.
• Ensure HERO Coordinators deliver positive owner satisfaction through proactive communication, Brand Program activation, timely problem resolution, and effective execution of Brand Programs and Initiatives.
• Serve as the day-to-day point of contact for HERO Coordinators requiring support or guidance on recurring challenges, escalating novel or more complex issues to the Regional Vice President.
• Provide regular status updates to the Regional Vice President on team performance, daily operational activities, owner engagement, and HERO Coordinator development needs.
• Identify and recommend opportunities to improve HERO service delivery, operational effectiveness, and franchisee support, seeking Regional Vice President guidance and approval before implementation.

Franchisee Support

• Support HERO Coordinators in establishing collaborative and professional business relationships with hotels.
• Coordinate with Franchise Performance Directors to monitor hotel action plans resulting from Service, Profitability, or Total Business Review visits, ensuring HERO Coordinators provide timely feedback and report analysis to Directors prior to hotel visits.
• Support HERO Coordinators in maintaining current knowledge of Brand Standards, effectively communicating franchise value propositions, and confirming enabling tools are in place to improve hotel profitability, revenue growth, and guest experience.
• Execute communication protocols and support strategies as directed by the Regional Vice President during crises or disasters, ensuring the HERO Coordinator team is informed and responsive.
• Support HERO Coordinators in monitoring owner satisfaction, guest satisfaction, and Brand Program implementation and provide regular summaries of recurring trends to the Regional Vice President.
• Compile and review franchisee feedback, operational trends, and recurring support issues, and provide findings and recommendations to the Regional Vice President for further communication to Brand Operations and Centers of Excellence.
• Escalate moderately complex or recurring franchise support issues to the Regional Vice President when they exceed standard support protocols or require additional coordination.
• During staffing transitions, vacancies, or other business needs, and as directed by the Regional Vice President, directly support an assigned portfolio of hotels to ensure consistent franchise support and service delivery.

Operationalization and Execution of Brand Programs

• Execute the implementation of new Brand Standards, initiatives, and programs through the HERO team, following established protocols and direction from Franchise Performance leadership.
• Coordinate with Franchise Performance Directors and as directed by the Regional Vice President, with Brand and cross-functional business partners to ensure supporting documentation, systems, and electronic resources are accurately and consistently communicated to HERO Coordinators.
• Participate in the Voice of Franchisee communication process, providing feedback to improve franchise communications and ensure messaging is clear, timely, and actionable.
• Compile and communicate franchisee trends, operational challenges, and program feedback to the Regional Vice President for distribution to Franchise Performance leadership and Brand Operations.
• Provide input representing the HERO Operations team's perspective and franchisee feedback to the Regional Vice President to inform cross-functional initiatives.
• Ensure HERO Coordinators effectively support midscale, upper midscale, and upscale hotels in utilizing Choice applications, systems, programs, and resources.
• Coordinate with Franchise Performance Directors to ensure newly onboarded hotels are accurately represented within Choice systems and applications, escalating system issues to the Regional Vice President as needed.
• Identify and recommend opportunities to improve operational efficiency, franchisee support processes, and the overall effectiveness of the HERO Operations team, seeking Regional Vice President review and approval prior to implementation.

SKILLS, EDUCATIONAL BACKGROUND AND EXPERIENCE

• Associate College Degree or Bachelor's Degree preferred.
• Minimum of 5 years of hotel or hospitality operations experience, with Choice branded hotel experience preferred.
• Demonstrated experience coaching, developing, and supervising a team preferred.
• Demonstrated experience supporting the onboarding and development of team members.
• Strong verbal and written communication skills.
• Strong coaching, mentoring, and supervisory skills.
• Demonstrated ability to support team accountability and maintain collaborative working relationships with direct partners.
• Strong analytical, organizational, and problem-solving abilities.
• Proficient in the use of MS Office applications, such as Outlook, Word, Excel, PowerPoint.
• Must be able to model Choice's Values in order to be bold, be quick, listen, be curious, and act with integrity.
• Ability to travel up to 15% of the time.

Salary Range

The salary range for this position is $81,310.00 - $95,659.00. In addition to the annual salary, this role is eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP).

Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide

About Choice

Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We’re the hotel company for those who choose to bet on themselves — the striver, the dreamer, the entrepreneur — because that’s who we are, too.

At Choice, we are united by the simple belief that tomorrow will be even better than today — for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward — giving our work at Choice a purpose larger than our business.

Our corporate office locations:

North Bethesda, MD — Located at Pike & Rose, our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.

Scottsdale, AZ — Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.

Minneapolis, MN — Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.

Field/Remote — Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.  

Choice’s Cultural Values

Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity

Choice’s Leadership Principles

Act with Intention | Lead with Authenticity | Grow & Deliver