Manager Franchise Operations Eurasia

Wyndham Hotels & Resorts is now seeking a Manager Franchise Operations to join our team in Gurgaon, India.

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 insu