POSITION PURPOSE AND SUMMARY

The Manager, Franchise Services is a key partner to the Directors, Franchise Service, delivering responsive support to franchisees and the field team. This role serves as the central point of contact for franchise inquiries, owns Salesforce case management, and ensures franchise-facing resources and content remain current and effective. By coordinating cross-functional updates, supporting QBR preparation, and leading critical day-to-day operations, this role helps drive a seamless, high-quality franchise experience while supporting broader team initiatives and priorities.

MAJOR / KEY JOB DUTIES

OBJECTIVES

• Provides timely support to the Directors, Franchise Service so field teams can remain focused on hotel visits and franchise support.
• Serves as a reliable point of contact for franchisees by managing shared communications and responding to inquiries.
• Ensures Franchise Services requests and Salesforce cases are handled efficiently, accurately, and in a timely manner.
• Maintain current, accurate, and accessible franchise-facing resources on Access ESA.
• Support franchise business reviews and team initiatives with timely, organized materials and project assistance.
• Contribute to effective collaboration with internal departments and external stakeholders to support franchise operations.

DUTIES

• Responds to requests from the Directors, Franchise Service for information, materials, and operational support.
• Manages the franchise services shared inbox and responds to questions from franchisees in a timely and professional manner.
• Monitors, tracks, and responds to Salesforce cases assigned to Franchise Services.
• Coordinates quarterly meetings with internal departments to review and update content on Access ESA.
• Pulls, organizes, and prepares decks for multi-unit ownership and management company QBRs.
• Supports special projects and other franchise team initiatives as assigned.
• Communicates effectively with internal and external stakeholders and travel occasionally as required.
• All other duties as needed or assigned.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

• Working knowledge of hotel operations and franchise support processes, with the ability to understand and respond to franchisee and internal team needs.
• Experience in hotel operations, franchising, administrative support, or a related hospitality environment preferred.
• Strong written and verbal communication skills, with the ability to communicate clearly and professionally with franchisees and internal stakeholders.
• Excellent organizational and time management skills, strong attention to detail, sound judgment in handling confidential information, and the ability to maintain professionalism in a fast-paced environment.

ENVIRONMENTAL JOB REQUIREMENTS

• Occasional travel is required

MINIMUM QUALIFICATIONS

• Bachelor's degree in Business or related field or a combination of equivalent education and work experience.

PREFERRED QUALIFICATIONS

MATHEMATICAL SKILLS:

• Ability to apply basic mathematical and analytical skills to review data, support reporting, and ensure accuracy in franchise-related materials and case tracking.

COMPUTER SKILLS:

• Proficient in Microsoft Office applications, including Word, Excel, Outlook, PowerPoint, and Office 365.
• Experience with Salesforce or similar case management systems is preferred.
• Comfortable using shared email inboxes, web-based portals, and standard business systems to manage communications, update content, and support day-to-day franchise operations.

ESA Management, LLC is an Equal Opportunity Employer. It is the policy of ESA Management, LLC to treat applicants and associates in all aspects of the employment relationship without regard to race, color, religion, creed, sex, pregnancy, age (as defined under applicable law), national origin or ancestry, disability status, veteran status, genetic information or any other characteristic protected by federal, state or local laws.