Choice Hotels is seeking a Collections Supervisor to manage day-to-day commission recovery workflows across third party (OTA), group, and transient travel segments. This role combines operational leadership, reporting oversight, and process creation and adherence. You will guide a team of Collection Specialists and ensure cases are prioritized, resolved, and documented consistently. This role will be responsible for over one third of all domestic gross room revenue realized by Choice’s properties. #LI-Remote
RESPONSIBILITIES:
Team Leadership & Oversight
Commissions Supervisor will coach and develop a team of Collection Specialists (contract and FTE) to drive and deliver on established SLAs and objectives.
Lead will monitor workload, performance, and productivity across case types and report to leadership on frequent basis highlighting areas of opportunity to improve and enhance existing processes and drive the implementation of strategies.
Lead will also ensure consistent adherence to SOPs, escalation protocols, and aging thresholds.
Case Prioritization & Execution
Commissions Supervisor will manage daily prioritization of cases across OTA, transient, and group commissions.
They will oversee execution to ensure timely outreach and closure of cases to ensure smooth operations across our hotels as well as with our client partners.
And, support escalation of complex or high-value cases working across the organization and with our franchisees.
Reporting & Performance Management
The Commissions Supervisor will be responsible for developing and enhancing operational reporting for case resolution, average time to resolution, aging cases, commission recovery totals, etc.
They will partner with the leadership team to provide insights on backlog, trends, and process bottlenecks and make recommendations on ways to improve and implement processes.
They will also maintain accurate Salesforce dashboards and ensure data integrity.
Process & Quality Improvements
The Commissions Lead will identify workflow inefficiencies and collaborate with leads to optimize SOPs; partner with Billing, Distribution, and Relationship Leads to resolve systemic issues and provide business cases and project plans to support process improvements, as well as provide leadership with progress updates.
And, the lead will support technology enhancements including Salesforce evolution and data validation improvements.
QUALIFICATIONS:
Employment Experience
5–8 years in collections, revenue operations, customer operations, or financial operations.
Experience managing and motivating a team in a fast-paced, case-driven environment.
Strong reporting, analytical, and problem-solving skills.
Excellent communication and organizational skills.
Technical Skills
Familiarity with Salesforce or similar systems, as well as case management platforms such as ServiceNow.
Proficiency with Microsoft Office products
Education Requirements
Bachelor’s degree in Business, Finance, Hospitality, or related field or equivalent combination of education and work experience.
NOTE: This position is not eligible for visa sponsorship.
Salary Range
The salary range for this position is $70,705-$83.182.
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:
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, 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