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The senior director, operations and support (SDOS) will manage a field-based team of directors of operations and support (DOS's), as well as a team of managers, operations and support (MOS's) that are based in Parsippany, NJ. The senior director, operations and support will provide direction to the DOS/MOS team to effectively execute on brand initiatives and deliver on established service levels. 
 
The senior director, operations and support will provide skill training and information, along with coaching, counseling, and motivation to develop the DOS/MOS team to include:

• Evaluate the performance of each DOS by using applicable regional data available through WHG, as well as industry data provided by Smith Travel Research (STR) and Price Waterhouse Coopers (PWC) to benchmark performance. 
• Provide overall guidance to their respective operations team on RevPAR and CRS contribution improvement to increase gross room revenue (GRR) and increase market share.
• Consult with each team member on quality improvement opportunities as well as overall operational improvement within their respective territories to increase compliance to brand standards compliance, as well as improve Medallia (guest satisfaction) scores for each property within their region. Drive overall participation in brand and WHG programs.
• Improve franchisee satisfaction and retention across their region.

Complexity

• Responsible for a field based staff of up to 8 directors, operations and support. Responsible for a Parsippany, NJ based staff of up to 2 managers of operations and support.
• The senior director must have strong analytical skills, hotel experience, and be self directed to help the brand achieve specific RevPAR, quality, and retention goals.
• Must be able to clearly convey information, ideas, and concepts.
• Must be able to work well in stressful, high pressure situations, including ability to resolve franchisee objections and disputes to satisfactory results.
• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
• Must maintain composure and objectivity under pressure.
• Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
• Must possess effective listening skills, this includes, but is not limited to, the ability to seek understanding, clarify concerns and objections, and demonstrate empathy.
• Along with the DOS, meet with franchisees routinely to uncover franchisee concerns and provide solutions aligned with brand and WHG strategy. 

 

• Preferred 4 year college degree 
• 5 to 7 years of progressive experience in a hotel or a related field required, preferably, property and corporate management experience. Previous Multi-unit experience or at least three years experience is essential as a successful GM, Regional Operations Manager.
• Knowledge of hotel industry and trends
• Excellent PC and technology systems skills including Property Management Systems

 
Abilities/Key Competencies/Skills
 

• Results driven, self-starter
• Ability to manage conflict effectively
• Excellent oral and written communication skills
• Strong problem solving, analytical and follow up skills
• Ability to build and maintain effective relationships
• Excellent negotiation skills
• Positive attitude and ability to lead
• Adaptive to change
• Solution-oriented
• Dynamic presentation skills
• Highly adaptable to accommodate changing priorities and demand.
• The ability to travel extensively required

 
 
 

 

 

Experience: Expanding Your Know-How

During your career at Wyndham Worldwide you will have the opportunity to experience diverse business and job opportunities to enhance your professional development. You can see the roles and responsibilities of exciting career paths firsthand through a number of opportunities including:

Wyndham Worldwide offers a wide array of exciting and challenging experiences throughout your career. We are committed to offering associates avenues to explore and grow their personal and professional potential.

Education: Expanding Your Knowledge

We offer many education opportunities to our associates through a wide scope of learning and development programs. The education you gain at Wyndham Worldwide will enhance your professional career as well as your personal growth. Education opportunities include:

• Wyndham Worldwide University’s learning and development programs
  
• Online course offerings and trainings
  
• Pursue Certification, Degree or Advanced Degree
  
• Tuition Reimbursement Program
  
• Research and study opportunities including business book swaps and competency guides

Wyndham Worldwide is committed to expanding your skills, developing your knowledge and helping you learn about the hospitality industry.

Wyndham Worldwide has grown and excelled by remaining true to our corporate values of integrity, accountable and exceptional customer service. It is the the strong values and Count On Me! service promise of being respectful, being responsive and delivering great experiences exhibited by our team that continues to set us apart from the rest.