Kerja Sepenuh Masa, Manager, Franchise Operations, Malaysia di Wyndham Hotels & Resorts Asia Pacific - Maukerja

Wyndham Hotels & Resorts is currently seeking a Franchise Operations Support Manager for the South East Asia and Pacific Rim (SEAPR) sub-region. This position will be based remotely in Malaysia, and domestic travel will be a regular and essential part of the role.

The Position

Acting within a support function for operational matters to select franchised properties within Malaysia, this role is responsible for establishing, supporting and maintaining relationships with the existing and new franchisees (hotel management/department heads and respective owners/project managers) in order to address business matters in a variety of environments, and adding true business value in respect to both the Wyndham Hotels & Resorts (WHR) franchise concept and the operating business of the Hotel.

The franchise operations role involves the following primary stages:

New Hotel Openings

• Strong and effective communication with the owner, the appointed General Manager/Coordinator to ensure a smooth, effective opening process
• Ensure that all required standards insurance, licenses etc. are available on time to be a Wyndham branded Hotel and the team members are adequately trained for the hotel to join the Wyndham family before the opening dates are finalized
• Complete and assist in conjunction with the hotel, all integration documents and forms enabling the effective loading of the hotel into WHR back-end systems allowing maximum distribution, visibility, and awareness
• Plan and conduct the pre-opening training/introduction to the brand in the most effective way by ensuring maximum required participation covering all topics that are required to ensure effective brand engagement
• Translate necessary documents and communications between the project representative and WHR team

Existing Opened Hotels

• Service standards and delivery and consulting to continuously improve service delivery
• Physical condition of the hotel and consulting to maintain or improve asset/plant condition
• Identify training needs in the Vietnam region and select the most appropriate time and locations to plan and conduct various topics as necessary
• Assist corporate training departments to drive divisional or sub regional training and provide local language support as required

Key Responsibilities:

Hotel Openings

• Provide ‘pre-opening’ support for new hotels and act as the main liaison between Wyndham and any new hotel owner
• Conduct on site pre-opening training to ensure complete understanding of brand, brand tools (sales, MyPortal, SynXis CR, Wyndham Rewards, Medallia, Quality Assurance etc.) and subsequent optimum engagement from pre-opening team (both local language & English)
• Coordinate between Franchisees and Wyndham Franchise Admin to have all required opening documentations in place before opening, principally Data Pack, Insurance, Licenses etc.
• Coordinate with all projects and update, weekly on hotel opening status and attend subsequent Hotel Opening conference calls and the like
• Develop good relationship with QA department and ensure good communication between QA team and franchisee.

System Contribution Achievement

• Work with Corporate and external suppliers driving connectivity and distribution, ensuring complete compliance and engagement
• Contact hotels when rate parity issues come to attention and ensure property resolve the issue.
• Work with GMs, DOSMs, and Revenue Managers/Reservations Sales Managers to ensure full understanding with the GSO and GSA structure; all relevant sales tools, RFP/Lanyon, Wyndham GSO Leads, and Wyndham Rewards; all revenue tools, SynXis CR, Revenue Management, etc.
• Wyndham Rewards: work with hotels to achieve the highest possible Wyndham Rewards enrollments based on prevailing target minimums, and strong levels of Wyndham Rewards reimbursements and stays through loyalty positioning

Accounts Receivable

• Coordinate between individual property and Wyndham Finance to assist in reconciling invoice and payment discrepancies
• Coordinate with the Finance and Legal department to issue reminders and manage communications between Wyndham and the hotel
• Assist in AR collections from properties within Malaysia

We Are Looking For...

• Proven track record as a successful Senior Department Head/Manager; multi-property experience preferred within the hotels industry
• Bahasa Malaysia verbal and written communications, together with professional presentation style
• Aptitude and ability to travel extensively
• At least 4 years in the hospitality industry at hotel management level
• Adept at multiple-projects management
• Strong and demonstrable interpersonal skills
• Strong analytical & problem-solving skills with eye for detail
• Self-motivated and can work independently
• Ability to identify and assess future and current training needs; previous experience in conducting training