Lead Hotel Efficiency, Resource & Operations Coordinator

Choice Hotels International • Scottsdale, AZ

6d • Onsite

About The Position

The Lead Hotel Efficiency, Resource & Operations (HERO) Coordinator supports the engagement, activation, and operational success of brand programs and initiatives across a portfolio of midscale and upper‑midscale properties. Reporting to the Vice President of Franchise Performance, this role serves as a subject matter resource and operational partner, ensuring strong service delivery, program adoption, and franchisee satisfaction. The Lead HERO Coordinator provides guidance and day‑to-day support to HERO Coordinators within an assigned region, promotes collaboration across Franchise Performance leadership and Centers of Excellence, and acts as a key connector between hotel owners/operators and enterprise resources. This role plays a critical part in driving guest satisfaction, operational efficiency, and systemwide program effectiveness.

Requirements

• Minimum of 5 years of hotel leadership or operations experience, with Choice‑branded hotel experience preferred.
• Demonstrated experience supporting hotel owners and operators in a franchise or multi‑property environment.
• Experience collaborating cross‑functionally to support operational initiatives and program adoption.
• Associate degree or bachelor’s degree preferred or equivalent combination of education and work experience.
• Strong verbal and written communication skills.
• Ability to influence, build relationships, and hold stakeholders accountable with professionalism and tact.
• Analytical mindset with the ability to identify trends and recommend improvements.
• Proficiency with Microsoft Office applications (Outlook, Word, Excel, PowerPoint).
• Ability to model Choice values: be bold, be quick, listen, be curious, and act with integrity.
• Ability to travel up to 10%, as needed.

Responsibilities

• Franchisee & Portfolio Support Establish and maintain strong, professional relationships with hotel owners and operators.
• Provide insights, analysis, and recommendations to Area Directors to support hotel performance planning and follow‑through.
• Support the execution of hotel action plans generated from service, profitability, or total business reviews.
• Maintain current knowledge of brand standards and influence effective implementation.
• Support crisis and disaster communication strategies in partnership with Area Directors.
• Monitor owner and guest satisfaction trends and escalate insights to Brand Operations and Centers of Excellence.
• Ensure timely resolution of franchise support issues and identify opportunities for systemwide improvements.
• Operational Execution of Brand Programs Support the rollout and operationalization of new brand standards, initiatives, and programs.
• Collaborate with cross‑functional partners to ensure consistency and clarity of program documentation and tools.
• Participate in Voice of Franchisee communication processes, reviewing and providing feedback on hotel‑facing communications.
• Represent the voice of the hotel in cross‑functional initiatives and projects.
• Support hotels in navigating brand platforms, systems, and enterprise resources including Revenue Management, Global Sales, Distribution, Loyalty, Reservations, Customer Care, and ChoiceU.
• Team Enablement & Collaboration Provide functional guidance and support to assigned HERO Coordinators to ensure consistent service delivery.
• Promote knowledge sharing, collaboration, and engagement across the HERO team.
• Share feedback and insights with Franchise Performance leadership regarding owner engagement trends and program effectiveness.
• Contribute to continuous improvement efforts for HERO service delivery and franchisee experience.

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
• Number of Employees: 501-1,000 employees