The Director Franchise Operations works with a portfolio of open Hotels to proactively enhance performance and also works collectively with the new hotel openings team to ensure pre-opening hotels open in accordance with expectation.
This individual works with franchisees, management companies and hotel management teams to develop action plans and implement successful and measurable programs to assist in meeting Revenue, Product, Service and Brand requirements.
They are expected to:
* Share best demonstrated practices information on the use of WHR programs and tools.
* Advise on a host of sales and marketing topics, as well as product and service improvement (utilizing Medallia, CRM, and COM Culture).
* Work with other internal Departments (Sales & Marketing, Revenue Management, Training, Central Operations, Design and Construction, Sourcing & Sustainability, Finance, Development, Legal & Human Resources) to coordinate direction and support as needed.
* Review, analyze and create a complete strategy for delivering brand value & hotel performance support for their portfolio.
* Have excellent presentation skills and the ability to facilitate effective meetings with multiple stakeholders.
The business objectives will be related to driving hotel performance within the following fields:
* Enhance our Owner Value Proposition
* Brand Engagement through Business Review Meetings
* Quality Assurance
* Guest Feedback - OSAT OSR NPS
* Commercial Contribution
* Accounts Receivable
* Wyndham Rewards
* Grow our System
o Property Retention
o Development Referrals
o Brand Compliance - Training
Professional Competencies
* Count on Me! Service Culture: Responsive, Respectful, and Deliver a Great Experience; Compassionate, Engaged, Dependable, Courteous, Inclusive, Hospitable, Prepared, and Personalised.
* Influence: Must possess influencing skills to create a positive foundation for ongoing relationships.
* Collaboration & Relationships: Initiates, builds, and maintains lasting professional relations based on mutual respect and understanding that foster a collaborative approach to work.
* Innovation: Takes an innovative and creative approach that applies the best fit solution for the situation in hand.
* Communication: Communicates clearly and effectively in writing and in person, fosters an open and honest communication style, and has strong presentation skills with the ability to adjust communication style to various stakeholders.
* Analysis: Able to read, analyse and understand numerical or verbal data to assess a commercial situation and present a compelling business case based on real information.
* Business Acumen: Demonstrates good knowledge in commercial and financial fundamentals, able to predict the impact of particular activities on the bottom line of the business, and engenders credibility and respect within the hospitality arena, enabling immediate recognition as a key player in the industry.
* Driving Results: Sets high goals for personal and group accomplishment; uses measurement methods to monitor progress toward goal attainment, identifies and understands issues, problems, and opportunities, develops effective action plans, assigns resources to achieve desired results, adjusts actions based on changing priorities, and holds people accountable.
* Flexibility: Adaptable and accepting of change, able to cope with an evolving business landscape, applying the best fit solution to each unique situation.
* Valuing Diversity: Considers, understands, and empathises with the priorities and challenges of others; demonstrates the highest standards of honesty, integrity, and discretion, creating trust with all team members, clients, and customers.
* Leadership: Demonstrates the qualities of leadership and people management, motivating and inspiring others.
* Consultative: Makes purposeful observations and recommendations to create positive improvements and advances for the team and/or customer.
* FUN!
Experience, Certificates, and Education
* Graduate with a Hospitality degree, or have equivalent demonstrable professional experience.
* Experience from within a similar role or a minimum of 3 years' experience as a General Manager of a +110‑bedroom economy or mid‑segment hotel from within an international hotel brand.
* Expertise in franchising or hotel management and an in‑depth understanding of the hospitality sector are essential.
* Significant operations experience and commercial understanding.
* Significant experience in planning and development of business procedures and processes, budgeting and regular forecasting, particularly with a multiple territory focus is required.
* Experience with direct P&L responsibility for revenues and GOP / EBITDA.
* Previous experience of multiple brands in a multi‑unit or regional role is preferred but not required.
* Extensive senior leadership and people management experience.
* Fluency in English is essential.
* Proficiency in Opera Cloud and Revenue Management system.
* Proficiency with Synexis is preferred but not required.
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