Manager, Franchise Operations

Wyndham Hotel Group is the world's largest hotel company based on number of hotels and is one of three hospitality business units of Wyndham Worldwide. We're a hospitality powerhouse, with 16 iconic brands united by the most generous and simplest rewards program in the business, Wyndham Rewards.
We are driving the democratization of travel by transforming to deliver better value for the everyday traveler. We believe travelers deserve great experiences and real value, and our portfolio ‚€“ including our strength in economy and midscale hotels ‚€“ delivers that.
Our global portfolio consists of nearly 8,000 properties under the following brands: Dolce Hotels and Resorts¬ , Wyndham Grand¬ , Wyndham Hotels and Resorts¬ , Wyndham Garden¬ Hotels, TRYP by Wyndham¬ , Wingate by Wyndham¬ , Hawthorn Suites by Wyndham¬ , Microtel Inn & Suites by Wyndham¬ , Ramada¬ , Baymont Inn & Suites¬ , Days Inn¬ , Super 8¬ , Howard Johnson¬ , Travelodge¬ and Knights Inn¬ . Our guest loyalty program, Wyndham Rewards, offers more than 48 million members the opportunity to earn and redeem points at thousands of hotels, condos and homes across the world.
The Manager,Franchise Operations (MFO) is an entry level member of the Franchise OperationsOrganization, a franchisee-facing team. The MFO is a field based representative responsible for improving hotel performanceand supporting the Franchisees using Wyndham Hotel Group resources and servicesto the fullest extent. The MFO will be responsible for cultivating effectiverelationships with hotel owners, franchisees, and General Managers, and will beresponsible for, on average, 80 properties within the given territory. The MFOwill report directly to a Regional Director, Franchise Operations.
Withintheir respective portfolio of hotels, the MFO will act as a brand consultantcharged with reviewing and improving all major functions of hotel performance,including revenue generation, quality assurance, loyalty and customer service. Thisrole provides support regarding the execution and engagement that strengthens eachbrands' value proposition as it relates to the hotels positioned in theportfolio. The MFO is responsible for working to retain the brand's mostvaluable customers and reinforcing our culture.
With direct guidance from the RDFO, provide support toportfolio in helping Franchisees increase revenue generation:
Thisbegins by MFO performing well planned, purposeful, high impact visits withfranchisees within territory to begin building strong working relationships andcredibility; done properly this will foster trust, and Franchisees will be morelikely to act upon suggestions and recommendations.
Prioritizevisits and tasks required to achieve business goals, with oversight andguidance from the RDFO and DFOs.
Offerguidance to each property in understanding and utilizing available resources inWHG to generate revenue ‚€“RFP process, Yield management strategies, GSO, PM,loyalty, MSS, SRS and Ezlite.
Aide eachproperty with continuous improvement efforts, and have ability to evaluateproperty's potential vs. actual RPI (STR reports).
With the oversight and advice from the RDFO, provide support to Franchisees in review andperformance in the following areas:
Assisteach property in understanding how to evaluate their customer satisfactionperformance relative to the market; work with RDFO and DFOs to understand howthat translates into training and performance initiatives.
Assisteach property on how to self-evaluate the property as it relates to the currentbrand standards.
Brand Loyalty Programs:
Demonstrateto properties how loyalty drives revenue.
Encouragestaff to promote loyalty programs, while simultaneously reinforcing message toproperty owner.
Customer Service:
Teach andshare available resources to train staff in understanding the value of customerservice.
Foster portfolio engagement, and strengthen brand valueproposition
Buildstrong working relationships with Franchisees by being available when needed,being present on their properties when needed/requested, with approval andsupport of RDFO.
Set and achievegoals of property visits, regional training workshops, and brand-mandatedinitiatives, with guidance from RDFO.
Understandand emulate brand leadership message in all interactions
Retain the brand's most valuable customers
Understandand prioritize each property's value to WHG and act accordingly, with alignmentand guidance from supervisors.
Providemarket intelligence to brand leaders beyond what is contained in routinereports.
Reinforce brand culture
Understandand emulate the brand culture in all interactions, both with properties andcorporate staff.
Recognizeand share any discrepancies between "the message" and "the real world"

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