Lead Hotel Efficiency, Resource & Operations ...

JOB SUMMARY: 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 upperu2011midscale 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 dayu2011tou2011day 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. KEY 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 followu2011through. + 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 crossu2011functional partners to ensure consistency and clarity of program documentation and tools. + Participate in Voice of Franchisee communication processes, reviewing and providing feedback on hotelu2011facing communications. + Represent the voice of the hotel in crossu2011functional 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. QUALIFICATIONS: Experience + Minimum of 5 years of hotel leadership or operations experience, with Choiceu2011branded hotel experience preferred. + Demonstrated experience supporting hotel owners and operators in a franchise or multiu2011property environment. + Experience collaborating crossu2011functionally to support operational initiatives and program adoption. Education + Associate degree or bacheloru2019s degree preferred or equivalent combination of education and work experience. Skills & Competencies + 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. Travel + Ability to travel up to 10%, as needed. WORK LOCATION: This position is based at Choice Hotelsu2019 Scottsdale, Arizona office. The selected candidate must be able to commit to this location requirement and adhere to the companyu2019s hybrid work schedule, which consists of four days onsite and one day remote per week. NOTE: This position is not eligible for relocation assistance or sponsorship. Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few: + 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 About Choice Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. Weu2019re the hotel company for those who choose to bet on themselves u2014 the striver, the dreamer, the entrepreneur u2014 because thatu2019s who we are, too. At Choice, we are united by the simple belief that tomorrow will be even better than today u2014 for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward u2014 giving our work at Choice a purpose larger than our business. Our corporate office locations: North Bethesda, MD u2014 Located at Pike & Rose (, our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail. Scottsdale, AZ u2014 Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail. Minneapolis, MN u2014 Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown. Field/Remote u2014 Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role. Choiceu2019s Cultural Values Welcome and Respect Everyone Be Bold Be Quick Listen Be Curious Show Integrity Choiceu2019s Leadership Principles Act with Intention Lead with Authenticity Grow & Deliver

Created: 2026-04-08