Franchisee Learning Facilitator

JOB SUMMARY

The Learning Facilitator is responsible for delivering engaging, high-quality learning experiences that support franchisees, hotel associates, contact center associates, local trainers, and business partners across the organization. This role facilitates instructor-led training in both virtual and in-person environments, develops and maintains learning content across multiple platforms, and partners with stakeholders to drive adoption of operational programs, systems, and strategic initiatives. The position serves as a subject matter expert in hospitality operations, guest service, revenue generation, and learning delivery methodologies while promoting a culture of continuous development and professional growth.

RESPONSIBILITIES

Facilitation and Delivery of Learning Programs

• Facilitate live virtual and in-person learning programs for franchisees, hotel staff, contact center associates, local trainers, and other business partners.

• Lead or assist in the delivery of Hotel Operations Certification programs and related workshops for new owners and General Managers.

• Facilitate all assigned certification workshop topics and ensure a high-quality learning experience.

• Deliver webinars, workshops, one-on-one coaching sessions, and conference-based educational programming.

• Utilize virtual learning technologies, including Zoom and related platforms, to support engaging and effective instruction.

Content Development and Program Maintenance

• Create, update, and maintain learning content across multiple delivery methods, including:

  • Instructor-led training materials

  • Virtual workshops

  • eLearning courses

  • Videos

  • Recorded webinars

  • Reference guides and job aids

• Evaluate learning materials regularly to ensure content remains accurate, relevant, compliant, and aligned with business priorities.

• Support instructional design efforts and collaborate with learning partners to improve program effectiveness.

Stakeholder Engagement and Collaboration

• Partner with internal stakeholders to identify learning needs and develop educational solutions that support organizational objectives.

• Collaborate with department representatives, franchisees, owner associations, area directors, and contact center leaders to gather feedback and improve learning programs.

• Support initiatives that enhance guest satisfaction, operational excellence, revenue generation, and brand performance.

Coaching and Subject Matter Expertise

• Serve as a mentor and resource to contact center trainers and learning partners.

• Provide guidance and consultation on learning best practices and operational training requirements.

• Promote certification programs and continuous learning opportunities across hotel and contact center operations.

• Act as a subject matter expert on assigned operational, systems, and service-related topics.

Meeting and Event Participation

• Deliver educational content at annual conventions, regional workshops, onboarding programs, owner association events, and other company-sponsored learning events.

• Support preparation, logistics, and facilitation for learning events and conferences.

QUALIFICATIONS

Employment Experience

• Minimum of 3 years of hospitality, hotel operations, learning and development, training, facilitation, or related experience.

• Demonstrated experience facilitating instructor-led training programs in both virtual and in-person environments.

• Experience supporting operational excellence, guest service initiatives, brand standards, revenue management, or contact center operations preferred.

• Experience in instructional design, curriculum development, or learning content creation preferred.

Technical Skills

• Proficiency with Zoom and virtual learning technologies.

• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.

• Experience with learning management systems and content development tools preferred.

• Ability to develop and maintain digital learning resources and training materials.

Additional Skills & Competencies

• Excellent facilitation, presentation, and communication skills.

• Strong verbal and written communication abilities.

• Ability to engage diverse learner audiences and adapt delivery methods to learning needs.

• Strong organizational and project management skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Demonstrated ability to collaborate effectively within a matrixed organization.

• Strong analytical and problem-solving abilities.

• Customer-focused mindset with a commitment to service excellence.

• Ability to model organizational values, integrity, curiosity, inclusiveness, respect, responsiveness, and accountability.

Education Requirements

• Bachelor's degree in Business, Hospitality Management, Education, Learning and Development, Organizational Development, Communications, or a related field or an equivalent combination of education and relevant work experience.

SALARY RANGE

The salary range for this position is $75,553- $88,886.