Manager Franchise Operations Eurasia

Job Summary

The Manager Franchise Operations Eurasia works with a smaller portfolio of noncomplex Hotels to proactively enhance performance. They also work collectively with the new hotel openings team to ensure pre opening hotels open in accordance with expectations. They work with individual 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 Wyndham Hotels & Resorts (WHR) programs and tools, advise on a host of sales and marketing topics, and product and service improvement (utilizing Medallia, CRM, and COM Culture), work with other internal Departments (Sales & Marketing, Revenue Management, Training, Central Operations, Architecture, Design & Construction, Sourcing & Sustainability, Finance, Development, Legal and Human Resources) to coordinate direction and support as needed. They must be able to review, analyze and create a complete strategy for delivering brand value and hotel performance support for their portfolio. They should have excellent presentation skills and the ability to facilitate effective meetings with multiple stakeholders.

Their objectives are aligned to our WHR Strategic priorities and KPIs will be measured as follows:

ENHANCE OUR OWNER VALUE PROPOSITION
- Brand Engagement through Business Review Meetings
- Quality Assurance 
- Guest Feedback – OSAT, OSR, NPS
- Accounts Receivable
- Wyndham Rewards
- Contribution

GROW OUR SYSTEM
- Property Retention
- Development Referrals
- Brand Compliance & Training

ADVANCE OUR VALUES-DRIVEN CULTURE
- Wyndham Green    

Responsibilities

Franchise Operations Support
- Acts as a primary contact for hotel management regarding brand positioning, standards, programs, education programs/ requirements and support departments including regular and consistent communication with Principal Correspondents, Asset Managers, Market Managing Directors and others representing hotel ownership. 
- Works with Legal, Finance, Central Operations and Development to tackle issues related to ownership changes, insurance, monitoring and enforcement of fees outstanding from hotels, and retention and renewals processes.
- Uses available performance reports to analyze and prioritize their portfolio based on opportunity to improve, creates action plans for operations support, tracks trends and KPI performance throughout the year, and adjusts their plan accordingly.
- Conducts hotel business review meetings. Prepares pre-visit documentation and analysis in advance.
- Conducts on-property visits with the management of the hotel, develops and records detailed action plans for implementation by the hotel in SalesForce.
- Follows up with all hotels within 30 days to ensure all action items have been implemented properly. Documents those areas that are not completed and distributes to hotel management and ownership representation.
- Coordinates, plans and conducts hotel level training, mandatory Leader compliance training, General Manager Orientation (HMP) and other programs developed as the Brand’s business needs arise.
- Ensures awareness of and assists with the deployment of brand related tools, training, programs and resources. This includes current and future brand standards and potential budget/ investment assumptions.
- Works directly with Central Operations/ Quality Assurance to ensure standards are being properly met.
- Assists hotels with maximizing the use of the Wyndham Community functionality to ensure proper service levels to all hotel guests resulting in increased loyalty including analysis of key Medallia statistics and Wyndham Rewards data to develop operational plans to improve in all areas identified.
- Conducts consultation process focusing on overall Product & Service, compliance to brand standards, hotel sales and marketing opportunities.
- Visits hotels as necessary to review revenue, product and service objectives as well as Brand Standards. Possibly completes multiple hotel visits for hotels not meeting revenue objectives.
- Prepares monthly activity reports and quarterly expense analysis.

Openings
- Works with the New Hotel Openings team to ensure a best in class opening process. 
- Conducts frequent communication with the hotel’s Management and team members. 
- Works with the WHR Commercial and New Hotel Openings team to ensure proper selling strategies in all group and negotiated segments. Uses key booking statistics to insure proper levels of post opening revenues.
- Coordinates awareness and booking activity with appropriate Global/ Regional Sales representatives. 
- Conducts pre-opening consultation and site visit. 
- Ensures proper opening set up and training is delivered as it relates to brand standards and quality.

Responsibilities (cont'd)

Contribution
- Delivers regional performance and improves brand contribution through the execution of a Commercial plan in conjunction with the EMEA Commercial Team.
- Works with the Revenue Management team to identify hotels with revenue opportunities, and coordinate actions and messaging. 
- Works closely with the hotel sales teams to significantly improve top line performance and RevPAR Index trends, up to and including SWOT meetings with these targeted.

People
- Executes directives of WHR’s mission, goals and objectives and demonstrates through ongoing and direct motivation, communication, group dynamics and leadership.
- Acts as an ‘ambassador’ for the company, by adopting core COM! behaviours and demonstrating WHR values - Integrity, Accountability, Inclusive, Caring and Fun - taking a positive lead to promote and represent the company and its brands.  
- Represents the Company at industry events and networking opportunities. Leverages internal WHR leadership counterparts to ensure that their portfolio receives and implements the tools and programs needed in each property.
- Ensure Wyndham Green and WHR philanthropic agendas contribute to the communities in which we live and operate.

Scope/ Financial Responsibility

This individual will have a broad liaison throughout the organization and externally at all levels and functions and will therefore forge and nurture strong relationships with decision makers at the highest level. They will exercise a medium level of autonomy and their actions will have an impact on hotel retention. They will act as an ambassador for all departments as part of a unified WHR team and will be expected to identify, access and influence the necessary resources to drive business results. They are the initial point of contact for hotel/ management company key stakeholders and therefore play an integral part in strengthening the Company’s value proposition and the growth of the organization in the region.

Abilities/ Key Competencies/ Skills

Alongside the professional competencies outlined below, the successful candidate will demonstrate the fundamentals of Wyndham’s Count on Me! Service Culture to be Responsive, Respectful and Deliver a Great Experience.  This will form the cornerstone of their approach as they carry out all tasks with the Count on Me! Building Blocks in mind;

Compassionate, Engaged, Dependable, Courteous, Inclusive, Hospitable, Prepared and Personalised.

•    Influence - Possesses influencing skills in order to create a positive foundation for on-going relationships.
•  Collaboration & Relationships - Initiates, builds, and maintains lasting professional relationships based on mutual respect and understanding that foster a collaborative approach to working.
•    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.
•   Analysis - Able to read, analyse and understand numerical or verbal data in order to assess a commercial situation and present a compelling business case based on real information.
•   Business Acumen - Demonstrates good knowledge of commercial and financial fundamentals, able to predict the impact of particular activities on the bottom line of the business.
•   Driving Results - Sets high goals for personal accomplishment using measurement methods to monitor progress toward goal attainment, identifying and understanding issues, problems, and opportunities. Develops effective course of action and appropriate solutions. Makes purposeful observations and recommendations to create positive improvements for the team and/ or guest. Obtains and assigns resources to achieve desired results. Adjusts action based on changed priorities. 
•   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 - Able to consider, understand and empathize with the priorities and challenges of others. Shows the highest standards of honesty, integrity and discretion and creates trust with all team members, clients and customers. Engenders credibility and respect within the hospitality arena thereby enabling immediate recognition as a key player in the industry.
•  Leadership - Demonstrates the qualities of leadership, people management and the ability to motivate and inspire others.
•  Consultative - Makes purposeful observations and recommendations to create positive improvements and advances for the team and  or customer.

Experience/ Certificates/ Education

• The candidate would ideally be a graduate with a Hospitality degree, or have equivalent demonstrable professional experience.
• Expertise in franchising or hotel management and an in depth understanding of the hospitality sector are essential.
• Significant experience with an emphasis in one or more of the following: hotel operations and commercial leadership.
• Experience in a senior management position within an international corporate environment with responsibility for 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 in the hospitality arena both domestically and internationally is essential, ideally with exposure to multiple brands in a multi-unit or regional role.
• Highly developed analytical skills.
• Extensive senior leadership and people management experience.
• Fluency in English is essential.