Service Delivery Analyst

at Choice Hotels in Scottsdale, Arizona, United States

Job Description

Who are we looking for?

Choice Hotels, one of the world’s largest lodging franchisors, has an exciting new opportunity as our Service Delivery Analyst in the Franchisee Care Department. The Franchisee Care Department is the team that is responsible for onboarding new hotels to Choice as well as supporting them via troubleshooting Choice technology, processes and procedures. As a key member of our Franchisee Care Department, you will ensure high-quality service delivery to internal segment stakeholders by supporting the Manager, Service Delivery Manager, with operational processes, managing service performance, and driving continuous improvement. This role involves coordinating with teams such as Property Support, Lifecycle, Channel Management and Product/Dev. You will also support internal customer relationships, ensuring that service level agreements (SLAs) and key performance indicators (KPIs) are met.

Are you customer-focused with a proactive, metrics-driven approach that can collaborate cross-functionally? We invite you to apply today for our Service Delivery Analyst role today and #MakeItYourChoice.

Your Responsibilities

+ Works closely with Choice Shared Services to guide and direct support center vendor partner managers who supervise many support associates in Choice’s and/or vendor partner support centers.

+ Supports the delivery of IT/support and business services, ensuring they meet agreed-upon SLAs and KPIs.

+ Develop and implement service improvement plans to enhance efficiency and customer satisfaction.

+ Handle escalations from franchisees, Owners Council members and Corporate offices both Domestic and International

+ Handle escalations from franchisees, Owners Council members and Corporate offices both Domestic and International

+ Collaborate across multiple departments including Skytouch Technical Services, Oracle, Revenue Management, Hotel Technology, etc.

+ Analyze service performance data and trends to identify opportunities for improvement.

Your Experience, Skills & Competencies

+ College or university program certificate; or four to six years related experience and/or training; or equivalent combination of education and experience.

+ Minimum of 2-3 years previous experience in strategic planning, project management, change management, workforce management and scheduling.

+ Knowledge of Hotel Operations

+ Project Management

+ Proficient in IT service management tools (e.g., ServiceNow, Jira, Salesforce, Tableau)

+ Demonstrates key competencies to Drive Results, Collaborate and have Customer Focus.

Your Team

This is an individual contributor role that will report to the Manager, Service Delivery. You will collaborate with cross-functional departments on a regular basis.

Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals – here are just a few:

+ Competitive compensation and benefits, including medical, dental, and vision coverage

+ Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance

+ Financial benefits for retirement and health savings

+ Employee recognition programs

+ Discounts at Choice hotels worldwide

About Choice

Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We’re the hotel company for those who choose to bet on themselves – the striver, the dreamer, the entrepreneur – because that’s who we are, too.

At Choice, we are united by the simple belief that tomorrow will be even better than today – for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward – giving our work at Choice a purpose larger than our business.

Our corporate office locations:

North Bethesda, MD – Located at Pike & Rose (https://pikeandrose.com/) , our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.

Scottsdale, AZ – Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.

Minneapolis, MN – Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.

Field/Remote – Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.

Choice’s Cultural Values

Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity

Choice’s Leadership Principles

Act with Intention | Lead with Authenticity | Grow & Deliver