What are the responsibilities and job description for the Knowledge and Quality Coordinator, Property Support position at Choice Hotels International?
JOB SUMMARY:
The Knowledge and Quality Coordinator, Property Support, owns the knowledge and quality programs that enable a 24x7 hotel support operation. This role ensures knowledge content is accurate, current, and easy to use, and that quality monitoring is consistent and tied to coaching and measurable improvement. The Coordinator partners with partner-site knowledge and quality teams and with subject matter experts across the business to translate operational learnings into clear guidance and training.
RESPONSIBILITIES:
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
The Knowledge and Quality Coordinator, Property Support, owns the knowledge and quality programs that enable a 24x7 hotel support operation. This role ensures knowledge content is accurate, current, and easy to use, and that quality monitoring is consistent and tied to coaching and measurable improvement. The Coordinator partners with partner-site knowledge and quality teams and with subject matter experts across the business to translate operational learnings into clear guidance and training.
RESPONSIBILITIES:
- Own the end-to-end knowledge lifecycle for the support organization, including standards, content intake, prioritization, publishing, and ongoing maintenance to ensure information remains accurate and usable.
- Maintain a consistent knowledge structure and user experience that improves findability, clarity, and adoption for frontline support teams.
- Design and maintain quality-monitoring standards (scorecards, critical-error definitions, sampling approach, and calibration routines) to ensure consistent evaluation across teams and sites.
- Partner with quality evaluators and operational leaders to ensure quality results are timely, reliable, and translated into coaching actions and measurable improvement.
- Develop and manage a customer feedback mechanism (surveys or other channels), analyze themes, and convert insights into targeted improvement actions and enablement materials.
- Collaborate with subject matter experts and support leaders to create and update procedures, job aids, and training materials that improve consistency and reduce repeat issues.
- Provide regular reporting and insights on knowledge and quality trends (gaps, themes, repeat issues, critical errors) and recommend priorities for prevention and continuous improvement.
- Support operational change readiness by ensuring guidance and enablement materials are updated before and after changes, incorporating feedback and defects into continuous updates.
- 4 years in knowledge management, quality assurance, training enablement, or operations support roles.
- Bachelor’s degree or equivalent relevant experience.
- Experience creating and maintaining process documentation and job aids, and partnering with stakeholders to validate content accuracy.
- Preferred: experience designing or running a quality monitoring and calibration program.
- Proficiency with Microsoft Office and collaboration tools (Teams, SharePoint).
- a knowledge management platform (or similar)
- Experience with data tracking and reporting (Excel, dashboards) to identify trends and prioritize work.
- Experience leveraging AI-assisted content and analytics capabilities to improve knowledge quality (search effectiveness, clarity, and maintenance) and to translate quality and feedback signals into targeted training and guidance updates.
- Strong writing and information design skills
- Quality mindset with a bias toward coaching and continuous improvement
- Ability to synthesize operational data into clear priorities
- Stakeholder partnership and influence across teams
- Attention to detail and strong follow-through
- 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
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