Why Wyndham?

By joining Wyndham Hotels & Resorts, you will play an integral role in our mission to make hotel travel possible for all. You’ll be part of the largest hotel franchise company in the world, where we strive to deliver the best value to our owners and guests. Most importantly, you’ll be entrusted to live our unique Count on Me culture, set by our core values of integrity, accountability, inclusive, caring and fun. At Wyndham, we provide all team members the opportunity to grow through best-in-class training and career development, leadership training, mentorship opportunities and educational support. Supporting our team members is a top priority, which is why we offer competitive compensation and benefits, vacation, team member appreciation days, workplace flexibility and much more. At Wyndham Hotels & Resorts, we value and embrace a culture of diversity, equity and inclusion that supports team members of all backgrounds and experiences. We can’t wait to welcome you!

The Role

The Director, Brand Operations will focus on improving the performance and value proposition of the Super 8 brand. This will primarily include analyzing different sources of brand and industry performance data, presenting performance improvement strategies, collaborating with internal and external clients to implement performance improvement plans and measuring results.

The Director, Brand Operations will be responsible for most day-to-day operations. This includes handling escalated franchisee requests.

The Director, Brand Operations will interact with franchise customers on a daily basis and represent the brand during franchisee discussions. They will also liaison with support teams such as the Operations Support Desk, Customer Care, Franchise Operations, Marketing, Franchise Quality etc. to coordinate activities associated with brand management including acting as a front-line response and support to questions and requests from the franchise community. As many of the team are remote-based and primarily customer facing, coordination is critical to ensure that we are easy to do business with. Since this role will support one of our largest brands, assisting with planning and the ability to multi-task is essential. This role requires the Director, Brand Operations to be available in the Parsippany office during normal working hours and to be able to travel 20-25% for events and franchisee meetings.

What you'll do

Net Room Growth:

• Contribute to positive NRG through aggressive retention efforts, relationship building and key client management.
• Manage administration of renewal deals with the Relicensing Team.
• Collaborate with Franchise Sales Team to grow the brand.

Brand Operations:
Oversee all brand operational activities including:

• Brand evolution and execution of 8-Year Roadmap.
• Brand standards review, updates and execution.
• Overseeing brand investment programs.
• Secondary PIP review and approvals.
• Secondary waiver assessment and approvals.
• Interfacing with Sourcing and vendors.
• Retention and Relicensing planning and activity.

Business Analysis/Reporting:
Work with the brand leader, BI, Revenue Management, Marketing and Finance to analyze relevant reports, understand the levers and assist with plans to drive the brand’s performance including but not limited to:

• RevPAR index, ADR index, OCC index.
• Revenue Contribution.
• Room Additions and Terminations.
• Wyndham Rewards Enrollments.
• NPS/OSAT/OSR/QA
• Review Marketing plans and impact.
• Participate in business reviews with relevant stakeholders.
• Represent the brand at Global Conference, in business reviews, franchisee presentations and regional meetings.

Franchisee Support:

• Work with SDFO/RDFOs on effective brand support plans.
• Assist with planning and execution of franchisee resources for brand initiatives and compliance efforts.
• Manage escalated franchisee issues to resolution.
• Update HMP training and deliver presentations as needed.
• Oversee brand training initiatives with Wyndham U.

FAC Management:

• Develop and strengthen relationships with Franchise Advisory Council members.
• Host FAC conference calls and meetings including agenda preparation, content development and logistics.

You'll be successful if you have

• Ability to develop, manage and grow owner relationships.
• Proven results in a leadership role with demonstrated ability to lead cross-functional projects and achieve key objectives.
• Understanding business levers, marketing practices, budgets and campaign measurement.
• Ability to prepare compelling business cases for new initiatives.
• Deep analytic acumen and ability to derive data-driven insights.
• Strong presentation, written communication and public speaking skills.
• Results-oriented.
• Decision making and sound judgment.
• Organization and planning.
• Flexibility.
• High energy and resilience.
• Customer service orientation.
• Teamwork.
• Empathy.

Required Qualifications/Experience

• 4-year university degree.
• 5+ years professional experience within a hospitality-related discipline.
• Previous experience working with Salesforce and related business tools.
• A very high level of proficiency in Microsoft office including Excel, Word and PowerPoint.
• High level of literacy and numeracy.
• Fluency in English is essential.