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 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.
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 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.
QUALIFICATIONS:
Experience
- 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.
Education
- Associate degree or bachelor’s 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 Hotels’ Scottsdale, Arizona office. The selected candidate must be able to commit to this location requirement and adhere to the company’s 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. We’re the hotel company for those who choose to bet on themselves — the striver, the dreamer, the entrepreneur — because that’s who we are, too.
At Choice, we are united by the simple belief that tomorrow will be
even better than today — 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 — giving our work at Choice a purpose larger than our business.
Our corporate office locations:
North Bethesda, MD — 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 — 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 — Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.
Field/Remote — 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.
Choice’s Cultural Values
Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity
Choice’s Leadership Principles
Act with Intention | Lead with Authenticity | Grow & Deliver