Lead Hotel Efficiency, Resource & Operations Coordinator

Choice Hotels International, Inc. (NYSE: CHH) is one of the largest lodging franchisors in the world, with over 7,500 hotels in more than 45 countries and territories. Known for its diverse portfolio of brands, Choice Hotels offers a wide range of high-quality lodging options spanning the upper upscale, upper midscale, midscale, extended stay, and economy segments. The company prides itself on supporting the entrepreneurial dreams of its franchise owners and associates alike, fostering a culture of inclusivity, innovation, and integrity. At Choice, every voice is valued, and collaboration is encouraged across all levels of the organization, from the corporate headquarters in North Bethesda, Maryland, to its technology center in Scottsdale, Arizona, and beyond.

The Lead Hotel Efficiency, Resource & Operations (HERO) Coordinator role is an essential leadership position within Choice Hotels' Franchise Performance division. Reporting directly to the Vice President of Franchise Performance, this role is designed to drive the successful engagement, activation, and operational success of brand programs across a portfolio of midscale and upper-midscale properties. The Lead HERO Coordinator acts as a subject matter expert and a strategic partner, ensuring that franchisees receive the guidance and support needed to uphold brand standards, optimize operational efficiency, and enhance guest satisfaction. This position serves as a critical connector between hotel owners/operators and enterprise resources, aligning efforts across multiple departments and facilitating effective communication and collaboration.

This full-time position is based at Choice Hotels’ Scottsdale, Arizona office. The person in this role must be committed to the company’s hybrid work schedule, which consists of four days onsite and one day remote per week. While relocation assistance and sponsorship are not provided, the position offers a competitive compensation package and comprehensive benefits.

The Lead HERO Coordinator has multiple levels of responsibility, including providing direct support and guidance to HERO Coordinators within an assigned region. This involves fostering a collaborative environment, enhancing consistency in service delivery, and encouraging knowledge sharing within the team. The role also involves close partnership with Franchise Performance leadership and Centers of Excellence to ensure smooth execution and continuous improvement of system-wide programs and initiatives.

Operationally, the Lead HERO Coordinator supports the rollout and day-to-day management of brand initiatives and standards. This includes facilitating the successful adoption of new programs, monitoring owner and guest satisfaction trends, and swiftly addressing franchise support issues. By doing so, the role significantly contributes to maintaining high levels of franchisee satisfaction, operational performance, and alignment with Choice Hotels' cultural values, including being bold, quick, inquisitive, and acting with integrity.

Travel is expected up to 10% of the time, ensuring close engagement with hotel owners and operators and providing hands-on support where needed. This travel supports relationship building and operational oversight, enabling the Lead HERO Coordinator to effectively champion brand standards and performance objectives. The candidate must have a minimum of five years of leadership or operations experience in the hotel industry, with a preference for experience within Choice-branded hotels or franchise environments. Strong communication, analytical, and interpersonal skills are essential for success in this role.

Overall, the Lead HERO Coordinator plays a pivotal role in driving operational excellence and guest satisfaction across a diverse portfolio of hotels. This position is ideal for individuals who are passionate about hospitality, thrive in a dynamic, cross-functional environment, and are committed to fostering strong relationships to support franchisee success and hotel performance.