Director, Franchise Services (REMOTE)

Job Description Summary

Job Description

• Manages and directs the operations of the Franchise Services team to foster best in class franchise operations service and support delivery.
• Provides primary Franchise Service support for Brand Advisory Board member and Canvas hotels.
• Resolves escalated owner issues and concerns in balance with RLH objectives and owner sentiment and retention objectives.
• Develops and implements franchise service delivery models and purposeful strategies and tactics to foster positive owner sentiment and retention.
• Provides routine regional Franchise Services Manager coaching, quality management, and people leadership to develop a consistent, professional, and engaged team meeting SLAs and delivering great customer experiences.
• Advocates the voice of the franchisee to improve brand program development and implementation to continuously improve owner/operator brand experience and sentiment.
• Leads assigned Franchise Services department projects and process changes to perpetually improve efficiency and effectiveness.
• Develops regular department performance and support reports and socializes insights to inform cross-functional improvement opportunities and resource allocation.

Additional Job Information/Anticipated

Pay Range

• Experienced.  Bachelor’s degree or equivalent experience in lieu of a degree. 5+ years management leadership experience including sales, technology, branding, marketing, and project management.  Hospitality experience strongly preferred.
• Results-oriented. You make things happen and have a proven track record of driving change.  You are proactive in accomplishing goals and achieve business objectives individually, and with a team.

• An exceptional communicator. You have excellent interpersonal and written/oral communication skills, demonstrated by the ability to listen and empathize with others, convey confidence, influence and collaborate with others. 

• Organized. Highly organized and demonstrate success as both a business and people leader.  You are process-driven, perpetually seeking and implementing ways to work efficiently and effectively.
• Passionate. You drive to deliver best in class operations, and thrive in a fast-paced, high energy environment.  You are articulate and an influencer in conveying objectives and goals.
• Flexible. You are adaptable and enjoy moving with changing business needs and priorities.  Up to 5% travel.
• Resourceful. You are constantly seeking ways to accomplish work efficiently and effectively, socializing best practices with the team and peers.
• Technically Proficient. Proficient knowledge of desktop productivity tools including MS Excel, Word, PowerPoint, electronic scheduling/e-mail systems and CRM account management systems.

Pay range: $99,000 to $121,000. Base pay offer may vary depending on various factors, including but not limited to job related knowledge, skills and job specific/overall experience.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.