Hotel Efficiency, Resource & Operations Coordinator

Job description

JOB SUMMARY: The Hotel Efficiency, Resource & Operations (HERO) Coordinator supports the engagement, activation, and execution of brand programs and initiatives designed to improve guest satisfaction, franchisee engagement, and operational efficiency across midscale and upper‑midscale hotel portfolios. Reporting to the Lead HERO Coordinator, this role partners closely with Area Directors, Brand Operations teams, and Choice Centers of Excellence (CoEs) to implement hotel action plans and ensure effective utilization of Choice’s programs, tools, and resources. The HERO Coordinator plays a critical role in supporting franchised hotel owners and operators by driving participation in brand initiatives, connecting hotels to the appropriate CoE resources, and ensuring timely resolution of franchise support issues. Through consistent communication, documentation, and collaboration, this role contributes to improved hotel performance, franchisee satisfaction, and brand consistency. KEY RESPONSIBILITIES: Franchisee Support Establish and maintain collaborative, professional relationships with franchise hotel owners and operators. Provide timely feedback from owner‑operator engagements to Area Directors in advance of hotel visits. Partner with Area Directors to support the development, execution, and monitoring of hotel action plans stemming from service, profitability, or total business reviews. Maintain working knowledge of Brand Standards and influence effective adoption and implementation. Support Area Directors with planning strategies and communication protocols during crisis or disaster situations. Assist in communicating franchisee value propositions and ensure enabling tools are in place to drive profitability, return on capital (ROC), and guest experience outcomes. Monitor owner and guest satisfaction trends and brand program execution. Listen to, investigate, document, and escalate hotel issues while identifying opportunities for systemwide franchise support enhancements. Operationalization & Execution of Brand Programs Support the rollout and ongoing execution of new Brand Standards, initiatives, and programs. Collaborate with brand and business implementation teams to ensure consistency and accuracy across program documentation and digital resources. Participate in Voice of Franchisee communication processes by reviewing and providing feedback on hotel‑facing communications. Share trending hotel feedback, challenges, and insights with Brand Operations leadership and Franchise Performance partners. Participate in cross‑functional initiatives, representing the voice of the hotel and franchisee experience. Application & Technology Support Support midscale and upper‑midscale hotels in the effective use of brand applications, platforms, and operational tools. Partner with Area Directors to ensure new hotels are accurately represented and onboarded within enterprise systems and applications. QUALIFICATIONS Experience Minimum of 3 years of hotel leadership or operational experience, with Choice‑branded hotel experience preferred, or an equivalent combination of education and work experience. Education Associate degree or bachelor’s degree preferred, or an equivalent combination of education and work experience. Skills & Competencies Strong verbal and written communication skills. Proven ability to build relationships and influence franchise owners and general managers with tact and professionalism. Ability to manage multiple priorities and collaborate effectively across cross‑functional teams. Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint). Demonstrated ability to model Choice values, including being bold, acting quickly, listening actively, remaining curious, and operating with integrity. Ability to travel up to 5% of the time. WORK LOCATION: This position is based at Choice Hotels’ Scottsdale, Arizona office. The selected candidate must be able to commit to this location requirement and adhere to the company’s hybrid work schedule, which consists of four days onsite and one day remote per week. NOTE: This position is not eligible for relocation assistance or sponsorship. Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few: 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 About Choice 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