Franchise Operations Director

Duties and Responsibilities

· Coordinates support for franchise partners with Design and Construction for PIP support.

· Orchestrates inn openings, property transfers, and ownership changes with existing and new franchisees including, but not limited to, pre-opening visit, MIG (Move In Guide) completion, PIP (Property Improvement Plan) requirements, and Shift 4 contract.

· Networks franchise partners with approved FF&E, soft goods, signage, and photography vendors.

· Works closely with other departments (i.e. distribution services, legal, training, revenue management, sales, and marketing, etc.) to provide operational support for franchise partners.

· Reviews inn level rate strategies, marketing strategies, and quality/service standards to ensure the inn meets brand goals.

· Coordinates and conducts conference calls, meetings, and training sessions as required.

· Promotes growth, upholds brand standards, policies, and procedures, and implements brand initiatives.

· Acts as trainer and coach for franchisees in the area of customer service and guest relations, i.e. (Market Metrix), TripAdvisor, and INNcompass.

· Promotes company programs including, but not limited to, REDvenue Optimizer, RediSales Force, and Call Forwarding.

· Tracks and maintains regional data including, but not limited to, completion of PIP phases, brand-compliant standards, and OTA participation.

· Facilitates brand website compliance, changes, and requests.

· Analyzes financial reports of the franchise operations department including, but not limited to, STR, PACE, and Early Bird Reports.

· Determines short and long-term planning and assessing of quality matrixes to ensure quality standards are met.

· Communicates franchise agreement amendment requests to SVP for review/approval.

· Assists Accounting department with the collection of outstanding invoices.

· Sets goals, monitors work and evaluates results to ensure that departmental and organizational objectives and operating requirements are met and in line with the needs and mission of the organization.

· Ensures franchise partners, FAC members, owners, and operators’ business support needs are met.

· Nurtures relationships between franchise partners and operations team members to meet brand goals, strategies, and initiatives.

· Attends hospitality conventions including, but not limited to, AAHOA meetings, AAHOA town halls, grand openings, tradeshows, brand conferences, and regional meetings as needed or requested.

· Meets budget/expense goals and codes expenses accurately and timely.

· Completes a minimum of 2 property visits per year and submits written FVR (Franchise Visitation Report) to SVP.

· Conducts at least 1 GuestRedi inspection per property each year and submits inspection report to SVP. Inns not meeting brand standard quality or service goals may require additional visits per year.

· Facilitates inn tours with SVP and/or other members of senior management as requested. Completes inn tour binders with comprehensive inn data for review by SVP/senior management.

· Assists fellow RVPs/FODs as the need arises with inn openings, transfers, and other assigned duties.

· Performs other duties as assigned.

Qualifications

· Bachelor’s degree in a related field or equivalent work experience.

· 5 years of hospitality hotel operations experience with a proven track record.

· Hotel franchise operations experience preferred.

· Goal-oriented and self-motivated individual with excellent relationship-building skills.

· Ability to work with different cultural backgrounds.

· Home-based position requiring 90% travel. Relocation may be required.

· Availability on nights, weekends, and holidays to serve the needs of franchise partners and the needs of the business organization.

· International travel as directed.

· Analytical and critical thinking skills with an advanced understanding of cash flow and profitability.

· Ability to evaluate and make recommendations based on market supply and demand characteristics.

· Ability to effectively multi-task and operate with little or no supervision.

· Ability to lead and motivate others with different levels of skills sets, experience, and cultural differences to achieve brand goals.

· Excellent verbal and written communication, presentation, and reporting skills.

· Computer literate and proficient in Microsoft Office.