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Specialist, Franchise Quality - Remote in Richmond, VA

Location: 

Parsippany, NJ, US

Property Name:  Parsippany - 22 Sylvan Way
Req Id:  12774

Wyndham Hotels & Resorts is now seeking a Specialist, Franchise Quality - Remote in Richmond, VA to join our team at the Parsippany - 22 Sylvan Way location in ParsippanyNew Jersey.

Job Summary

Specialist, Franchise Quality is responsible for assessing quality and service within their region and providing an action plan for their region customized for each property.  The role is required to execute the plan and measure its effectiveness.  The expectation is that there will be periodic updates and adjustments based on the results of the plan to drive quality.

 

The Specialist, Franchise Quality will provide on-site physical evaluations of franchised and managed hotel facilities.  In addition to property evaluations the specialist will provide customized onsite operational support as well as virtual activities such as workshops, evaluations and trainings to drive quality and guest satisfaction in their region.  This position requires travel, primarily by company leased vehicle or rented vehicle almost 50% of the time; air travel may occur up to 50% of the time, and may vary depending on growth objectives. Other responsibilities include but are not limited to consultation with property management and staff on QA related issues, and providing training assistance for property staff.  Field Consultants are also required to conduct de-identification inspections of terminated sites.

Responsibilities

•    Partner with Quality and District leadership to assess region, develop a plan to drive quality for the region and execute on that plan with quarterly reviews.
•    Perform on-site quality assurance evaluations, independently identifying and assessing the severity of guest impacting deficiencies.   
•    Generate accurate and thoroughly detailed QA reports documenting findings of the evaluation.
•    Deliver evaluation results while on site to Franchisee and Brand Operations teams while consulting the GM and Ownership on cost effective solutions and operational best practices to improve quality and customer experience.
•    Determine next steps required by owner/GM to complete and drive quality to improve property performance.
•    Consults District leadership on the engagement level of the ownership, quality of the product, and the ability to comply with brand defining elements.
•    Conduct de-identification inspections of terminated sites. 
•    Perform on-site punch list evaluations by assessing the condition of assets and advising of necessary next steps and actions required by potential owners – with accurate pictures to support assessment.
•    Conduct punch list evaluations when requested with urgency and deliver punch list reports within 48 hours of conducting evaluation. Reports must be accurate and thoroughly detailed, documenting the findings of the evaluation.
Consult and train property representatives on:
•    QA technology/procedures
•    Brand standards
•    Housekeeping best practices
•    Preventive Maintenance techniques
•    Guest satisfaction/Service
•    WHR Initiatives, tools & resources 
Ensure timely completion of all necessary administrative work and participate in various other QA events as scheduled such as team meetings, brand conferences, etc.  
Participate in various special projects and committees aimed towards enhancing:
•    QA process – development and testing
•    Brand standards and operations
•    Associate engagement
 

Complexity

1.    This position involves a high level of decision-making regarding the grading of brand standards for compliance, condition, and cleanliness of the property for both QA and punch list inspections.

2.    Based on property performance within their region the positon requires identifying current state of the property and the prioritization within the region.. 

3.    This position has a high level of autonomy due to traveling individually from property to property conducting quality assurance evaluations and onsite support with limited means of communication to departmental management via telephone calls, voicemails, and emails.  Specialists are also required to maintain their own schedules.

4.    Decision making impacts the quality of WHR brands, timing of evaluations, and adherence to budget.

      There are no supervisory responsibilities for this position.


Scope/Financial Responsibility

1.    The Specialist monitors quality and consistency for compliance of brand standards.  
2.    This position contributes to the company’s objectives and goals by providing information and assistance to correct deficiencies found to increase quality levels, thereby possibly increasing ADR (Average Daily Rate), occupancy and RevPAR (Revenue per Available Room), and lifting guest satisfaction. 
3.    Manage travel-related expenses as per department/company policies
4.    Maintain good standing with company issued American Express credit card 

 

Abilities & Key Competencies

1.    Must have the confidence and effective communication skills to provide both positive and constructive feedback to clients as well as peers.
2.    Consultant must be confident of making tough decisions
3.    Must be self-motivated to maintain healthy work/life balance while meeting productivity requirements
4.    Effective Communication Skills
5.    General computer knowledge needed including: 
a.    Microsoft Office (Word, Excel, PowerPoint)
b.    Microsoft Outlook
c.    Internet Explorer (applications such as MyPortal and Medallia)
d.    Salesforce Software (specific QA software program).


Physical Requirements & Work environment 

•    Position entails exposure to interior and exterior hotel property environments inclusive of the multilevel properties, inclement weather (i.e. stairs, onsite restaurants, pool and exercise facilities, etc.)
•    Seamless continuation of work while traveling on company business (i.e. conduct work using mobile devices, from hotels, while at trade shows, and/or across varying time zones when necessary)
•    90% travel with flexible work schedule
•    Work under pressure with extended hours/days when required, in order to meet deadlines
•    Must be able to independently prioritize and schedule multiple responsibilities 
•    This position requires the ability to stand and be on your feet for approximately 50% of the day 
•    This position requires the ability to sit and drive long distances for approximately 75% of the week
•    Qualified candidates must be able to lift a minimum of 10 lbs.
•    Excellent verbal and written communication skills required to effectively present material to various audiences
•    This position requires the ability to bend, twist, squat, push/pull while inspecting properties


Experience/Certificates/Education

1. Minimum 2 years hotel property level background required. College degree preferred
 

COMPANY OVERVIEW:
Wyndham Hotels & Resorts is the largest hotel franchisor in the world and a leading hotel management company.  We stand 20 brands strong across 9,000 hotels in more than 80 countries, and we offer the most diverse collection of hotel experiences in the world.  Our iconic brands, united by the richest and simplest rewards program in the business, make hotel travel possible for all.

Our hotel owners are the stewards of our brands, and together, we champion everyday travelers.  We believe guests deserve great experiences, and our robust portfolio—distinguished by our leading economy and midscale brands—delivers just that.

We are AmericInn® by Wyndham, Baymont® by Wyndham, Days Inn® by Wyndham, Dazzler® by Wyndham, Dolce Hotels and Resorts® by Wyndham, Esplendor® Boutique Hotels by Wyndham, Hawthorn Suites by Wyndham®, Howard Johnson® by Wyndham, La Quinta® Inns & Suites, Microtel  by Wyndham®, Ramada Encore by Wyndham, Ramada Worldwide® by Wyndham, Super 8® by Wyndham, The Trademark Collection® by Wyndham, Travelodge® by Wyndham, TRYP by Wyndham®, Wingate by Wyndham®, Wyndham Garden®, Wyndham Grand® and Wyndham Hotels and Resorts®.

Headquartered in Parsippany, N.J. with offices around the globe in London, Shanghai, Buenos Aires, Dubai and more, Wyndham Hotels & Resorts employs approximately 15,000 team members worldwide.

Our Company is an Equal Employment Opportunity Employer.

Job Location: Parsippany - 22 Sylvan Way22 Sylvan WayParsippanyNew Jersey  07054
Employment Status: Full-time

What we expect from you

• Bring your best every day

• Put our guests first

• Strive to exceed expectations in all you do

What you can expect from us

• Best-in-class training and career development

• Supportive and engaged team

• Fast paced fun environment

About Wyndham

Wyndham Hotels & Resorts is the champion of the everyday traveler. Through the largest and widest collection of hotel experiences in the world, we work to make hotel travel possible for all. Wherever and however people travel, Wyndham will be there to welcome them.


Nearest Major Market: New York City
Nearest Secondary Market: Newark