The Franchise Services Manager fosters brand equity, best in class operations, and net unit growth by supporting hotels with revenue and guest satisfaction performance, and brand program execution. The FSM serves as the hotel's day to day face of the brand by delivering hotel support, brand program implementation, and developing meaningful hotel owner and operator relationships.
The position requires a strong working knowledge of, and the ability to assess situations and provide solutions to common front office systems, revenue management, sales, marketing, billing, and other brand program support inquiries.
Stakeholders: • Hotel Owners, Operators & Management Companies
Job Description
Principle duties and responsibilities (Essential Functions) include:
Routinely and proactively conducts hotel business performance reviews, audits, and develops hotel action plans to improve business performance for an assigned hotel portfolio.
Efficiently and effectively responds to real-time high volumes of hotel support requests to assess situations and provide solutions to common front office systems, Central Reservation Systems, revenue management, marketing, sales, billing, and other brand program inquiries within designated SLAs. Proactively keeps hotel informed of support request status and completion.
Trains and educates hotels regarding reservation, customer satisfaction, brand systems, brand programs, and best practices.
Collaborates with other Sonesta departments to analyze hotel business needs to assist properties to identify potential revenue opportunities.
Achieves assigned performance goals relating to hotel revenue, guest satisfaction, owner engagement, and Sonesta business process SLAs.
Tracks and records all property engagements and correspondence using the Sonesta internal CRM account management program.
Ensures a seamless and engaging transition from the new hotels onboarding team to the Franchise Services Manager region, including execution of all designated tasks and timelines.
Leads and/or participates in department business and process improvement projects.
Routinely monitors Case assignment and resolution for assigned hotels, keeping hotels informed of status including case closure, and escalates Cases aging beyond service level agreements.
Ensures hotel's contact information in assigned region is current and proactively updated.
Ability to multi-task and balance numerous open issues, prioritize and maintain organization and resolution to all unresolved issues.
Attends all required department meetings and training events.
Develops effective working relationships with fellow associates, managers, outside representatives, and agencies.
Performs other duties as required or assigned by Franchise Operations leadership.
Additional Job Information/Anticipated
Pay Range
Experienced. 2+ years in a hotel front office supervisory or management position and/or relevant hospitality franchising organization. 2+ years customer service experience helpful.
An exceptional communicator. You have excellent interpersonal and written and oral communication skills, demonstrated by the ability to listen and empathize with others, convey confidence, and provide exemplary levels of service. There are times when you may have to engage with challenging owners and operators.
Customer Service: The position requires a customer service mindset with customer experience & lifecycle account management skills delivered in a hybrid contact center environment
Technically Proficient. Proficient knowledge of desktop productivity tools including MS Excel, Word, PowerPoint, electronic scheduling and e-mail systems and CRM account management systems. Experience in hotel Property Management and Central Reservation Systems helpful.
Organized. Highly organized and demonstrate success as a self-starter and ability to effectively prioritize work to meet deadlines. You must have the ability to multi-task across different disciplines and time zones utilizing multiple forms of communication including email, telephone, and written correspondence.
Passionate. You deliver best in class operations support and thrive in a fast-paced, high-energy environment.
Flexible. You know that most day's working time is consistent, but you're flexible as needed to support the business and your teammates. .
Resourceful. You are constantly seeking ways to accomplish work efficiently and effectively, socializing best practices with teammates and supervisors.
A Self-Starter. You are proactive in accomplishing goals and achieving business objectives individually, and with a team.
Results-oriented. You make things happen and have a proven track record of driving change.
Pay range: $67,500 to $82,500. 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 Insurance
Health Savings Account with Company Match
401(k) Retirement Plan with Company Match
Paid Vacation and Sick Days
Sonesta Hotel Discounts
Educational Assistance
Paid Parental Leave
Company Paid Life Insurance
Company Paid Short Term and Long Term Disability Insurance
Various Employee Perks and Discounts
Hospital Indemnity
Critical Illness Insurance
Accident 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.
