Specialist, Franchise Quality

About the role

The Specialist, Franchise Quality plays a critical role in ensuring the highest standards of quality and service across franchised hotel properties within an assigned region. This position is responsible for evaluating property performance, delivering actionable improvement plans tailored to each location, and driving continuous quality enhancements through both on-site and virtual engagement.

Responsibilities

• Conduct comprehensive on-site quality assurance evaluations of franchised hotel facilities, independently identifying guest-impacting deficiencies and assessing their severity.
• Prepare and deliver accurate, detailed Quality Assurance (QA) reports that document evaluation findings, and communicate results directly to Brand Operations teams, Franchisee, General Managers (GM), and Ownership.
• Consult with property management to recommend cost-effective solutions and operational best practices for improving quality and customer experience.
• Define next steps for property leadership to address deficiencies and enhance overall property performance.
• Advise district leadership on property engagement, product quality, and compliance with brand standards.
• Perform de-identification inspections of terminated franchise sites as required.
• Collaborate with quality and district leadership to develop and execute regional quality improvement plans, including quarterly reviews and progress assessments.
• Conduct asset condition assessments (“punch list” evaluations) and provide timely, detailed reports (within 48 hours), supported by photographic documentation.
• Provide training and consultation to property representatives on: QA technology and procedures, Brand standards, Housekeeping best practices, Preventive maintenance techniques, Guest satisfaction and service excellence, Company initiatives, tools, and resources.
• Complete all administrative tasks promptly and participate in scheduled QA events, team meetings, and brand conferences.
• Contribute to special projects and committees focused on evolving QA processes, brand standards, operations, and associate engagement.

Requirements

• Bachelor’s degree in hospitality management, Business Administration, or Hotel and Restaurant Management preferred.
• 2 years of proven experience in QA, hospitality operations, or franchise management.
• Strong analytical and communication skills.
• Ability to work independently and collaboratively with diverse teams.
• Flexibility to travel frequently and adapt to changing priorities.
• Commitment to driving continuous improvement and exceeding guest expectations.
• Demonstrated proficiency with Microsoft Office Suite and Salesforce QA software programs.
• Experience generating detailed quality assurance reports and delivering constructive feedback to clients and colleagues.

Qualifications

• Confident Decision-Making: Ability to make tough decisions and stand by them, even in challenging situations.
• Exceptional Communication: Deliver clear, constructive, and positive feedback to clients and colleagues, fostering collaboration and growth.
• Self-Motivation & Balance: Strong drive to meet productivity goals while proactively maintaining a healthy work/life balance.
• Technical Proficiency: General computer literacy, including experience with: Microsoft Office Suite (Excel, Outlook, PowerPoint, Word), Internet Explorer (including applications such as Wyndham Community and Medallia), Salesforce (with specific experience in QA software programs).

Benefits

• Competitive compensation and benefits package, including vacation, team member appreciation days, workplace flexibility, and much more.
• Comprehensive benefit programs and resources, including health insurance, dental insurance, vision insurance, life/AD&D insurance, short- and long-term disability coverage, 401(k) with generous company match, and more.

Pay

The expected pay range for this position is $55,000 - $60,000 annually. Wyndham Hotels & Resorts carefully considers a wide range of factors when determining compensation such as work location, background, experience, and performance. Compensation decisions are dependent on the facts and circumstances of each case.

Schedule

This role is eligible to receive an incentive payment pursuant to the Annual Incentive Plan with a 10% annual target, subject to the terms of the Plan.