Specialist, Franchise Quality

3 weeks ago

Parsippany, New Jersey, United States Wyndham Hotels & Resorts Full time

Wyndham Hotels & Resorts is now seeking a Specialist, Franchise Quality to join our team.

Why Wyndham?

By joining Wyndham Hotels & Resorts, you will play an integral role in our mission to make hotel travel possible for all. You'll be part of the largest hotel franchise company in the world, where we strive to deliver the best value to our owners and guests. Most importantly, you'll be entrusted to live our unique Count on Me culture, set by our core values of integrity, accountability, inclusive, caring and fun. At Wyndham, we provide all team members the opportunity to grow through best-in-class training and career development, leadership training, mentorship opportunities and educational support. Supporting our team members is a top priority, which is why we offer competitive compensation and benefits, vacation, team member appreciation days, workplace flexibility and much more. At Wyndham Hotels & Resorts, we value and embrace a culture of diversity, equity and inclusion that supports team members of all backgrounds and experiences. We can't wait to welcome you

The Role

The 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 30% of the time; air travel may occur up to 70% 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.

What you'll do
  • 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.
  • 90% travel with flexible work schedule
  • 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

You'll be successful if you have
  • Ability to seamlessly continue 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)
  • Capability of working 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
Required Qualifications/Experience
  • Minimum 2 years hotel property level background required. College degree preferred
  • Must have the confidence and effective communication skills to provide both positive and constructive feedback to clients as well as peers.
  • Consultant must be confident of making tough decisions
  • Must be self-motivated to maintain healthy work/life balance while meeting productivity requirements
  • Effective Communication Skills
  • General computer knowledge needed including:
    • Microsoft Office (Word, Excel, PowerPoint)
    • Microsoft Outlook
    • Internet Explorer (applications such as MyPortal and Medallia)
    • Salesforce Software (specific QA software program).

COMPANY OVERVIEW:

Wyndham Hotels & Resorts is the world's largest hotel franchising company by the number of properties with approximately 9,200 hotels across over 95 countries on six continents. Through our network of approximately 872,000 rooms appealing to the everyday traveler, Wyndham commands a leading presence in the hospitality industry. Headquartered in Parsippany, N.J. with offices around the world in London, Shanghai, Buenos Aires, Dubai and more, Wyndham employs more than 2,000 corporate team members worldwide who are dedicated to the Company's mission of making hotel travel possible for all. Supporting thousands of franchisees and a growing global portfolio of 24 hotel brands—think household names like Wyndham, La Quinta, Ramada, Days Inn and Super 8—Wyndham team members are a widespread group of individuals with diverse interests and backgrounds. Our unique Count on Me culture, commitment to flexibility and core values of Integrity, Accountability, Inclusivity, Caring and Fun are just part of what continues to make Wyndham an award-winning best place to work.

Wyndham Hotels & Resorts is an Equal Employment Opportunity Employer.

Employment Status: Full-time

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