Hotel Efficiency, Resource & Operations Coordinator

Choice Hotels International • Scottsdale, AZ

6d • Hybrid

About The Position

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.

Requirements

• 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.
• Associate degree or bachelor’s degree preferred, or an equivalent combination of education and work experience.
• 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.

Nice To Haves

• Choice‑branded hotel experience preferred

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree