Job Description Summary

The Director Franchise Services fosters best in class operations delivery, and franchise revenue growth by leading the Franchise Services team. The position contributes to achieving Sonesta Franchise Division Key Performance Indicators including EBITDA, hotel owner retention, and guest satisfaction measurements.

The position leads daily franchise service delivery to all Sonesta hotel franchised brands through development and delivery of effective and efficient business processes, documentation, and support resources. The position delivers timely, proactive and professional franchisee support through team member coaching, quality assurance, and engaging team culture.

The position develops hotel owner relations to foster brand engagement and takes effective corrective actions as necessary to foster positive owner sentiment and retention.

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 InsuranceHealth Savings Account with Company Match401(k) Retirement Plan with Company MatchPaid Vacation and Sick DaysSonesta Hotel DiscountsEducational AssistancePaid Parental LeaveCompany Paid Life InsuranceCompany Paid Short Term and Long Term Disability InsuranceVarious Employee Perks and DiscountsHospital IndemnityCritical Illness InsuranceAccident 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.