Director, Franchise Services

POSITION PURPOSE AND OBJECTIVE

The Director of Franchise Services is responsible for providing consultative guidance and brand support to managers and owners of a portfolio of franchised locations. The scope of this role is centered around providing consulting services across all areas of revenue generation, guest experience consistency and brand standards support. This position is vital for driving business performance / brand fee growth, and increasing return on invested capital for franchise owners.

The Director, Franchise Services will assist with the development of support systems focused on : driving top line franchise revenues, enhancing the franchisee onboarding and stabilized processes, and providing ongoing services. The position is responsible for facilitating management franchisees adherence to brand standard guidelines, which are designed to ensure customer retention / loyalty for the purpose of promoting the Extended Stay America brand for all franchisees and investors.

This role will partner with various functional departments to deliver services to the franchise community, such as Information Technology to support the deployment of the property management system and other cross-platform digital strategies across the franchise system.

ESSENTIAL JOB FUNCTIONS

• Leads and manages a regional team by training, developing, and coaching employees on a consistent basis
• Creates and fosters a customer service culture throughout the Region ensuring that all properties present a courteous and knowledgeable staff as well as clean and comfortable rooms to our guests through coaching and modeling the behavior
• Provides support and prioritize relationship with all strategic business partners within other departments to include, but not limited to : Commercial Revenues, Finance / Accounting, Maintenance, Marketing, Pricing, Real Estate, Security, Technical Services, Quality, and Legal
• Works in collaboration with the Transitions Support Team to ensure effective opening and transition of new franchisees into the brand
• Assist franchisee with delivering standards consistency, implementing national initiatives and producing a quality guest experience in accordance with the guidelines found in the Standard Operations Best Practices / Brand Standards
• Maximize earnings contribution by franchised hotels through royalties, unit growth and departmental margin
• Increase franchisee satisfaction through expedition of unit growth, property profitability and consistent and timely communication
• Drive accountability by assessing potential franchisee operating capability, identifying gaps in performance, providing recommendations to participants and engaging key stakeholders
• Responsible for influencing and executing brand initiatives throughout the franchise hotel portfolio
• Provide guidance, support, and training to execute Property Improvement Plan Compliance (PIPs), brand standards compliance, and product quality compliance across the franchise system
• Develop and present consultative business performance reviews for ownership groups, asset managers and management companies
• Working directly with the training team on new hire management training to ensure that the core e-learning materials on ESU are completed per the outlined management training curriculum in order move the new hire through the training process
• Coordinate and conduct periodic regional meetings for ownership groups, asset managers and management company teams
• Engage in the resolution of owner and management feedback regarding brand performance and brand satisfaction.
• Hold regular virtual meetings and calls with hotel management teams to provide performance and foster relationships
• Ensure successful transition of franchisee dispositions that are transferring within the system or leaving the system all together
• Works closely with the legal team to address any ownership concerns related to hotel franchise agreements and annual FDD updates
• Conduct on-site consultation visits as necessary
• Matrix to Guest Relations and partner to provide monthly reporting of activities and customer retention metrics
• Matrix to Training, including reporting on student penetration, updating training materials, etc.
• All other duties as needed or required

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

ENVIRONMENTAL JOB REQUIREMENTS

MINIMUM QUALIFICATIONS