Conversion
Step 1 - Application Phase
A: Contact Wyndham Hotel Group Franchise Sales/Retention Service Director
Contact the Wyndham Hotel Group Franchise Sales Director at (800) 758-8999 or by filling out the contact questionnaire.
B: Disclosure
Receive and review the Uniform Franchise Offering Circular (UFOC). Upon receipt, sign, date and return Exhibit G of UFOC.
C: Application Completion and Submittal
Ten business days after receiving the UFOC (14 days if you are an Illinois resident or your property will be in Illinois), fill out the application and return it with the $1,000 application fee and supporting documents including financial statements, articles of incorporation (if applicable), etc.
D: Application Review
Your application for a franchise will be reviewed by our Franchise Review Committee.
E: License Agreement
After your application has been approved, you’ll receive a License/Franchise Agreement. Read the document carefully. Wait at least 5 business days as required by state and federal franchise laws. Then, sign and date the agreement where indicated and submit any ancillary documents. Return all documents to Franchise Sales.
Step 2 - Pre-Opening and Property Integration Support
You will be assigned a property openings manager and integration services manager who will be supplemented by your franchise services manager and a distribution agent. Together, this team will help you in the final opening steps of your new property. Our mission is to make this a smooth and seamless process.
Your Franchise Services Manager will assist you in gathering property and area information which will be populated into your brand’s central reservation system, brand Web site, and third party Web sites. He will also orient you on brand specific tools and resources designed to enhance the value proposition of your business. Shortly after working with your Franchise Services Manager an Integration Services Manager or Director of Business Development will visit your property and will work with you on rate strategies, forecasting, and valuable resources that your brand offers.
Click here for the Conversion Property Integration Flowchart.
Click here for the Transfers Property Integration Flowchart.
Step 3 - On-Going Franchise Support
A: Operations Support
Once your property officially opens, your on-going support team will consist of your Director of Business Development and Franchise Services Manager. Your Director of Business Development will periodically visit your site to discuss and help you implement brand strategies. Your Franchise Services Manager will be available to assist you from our corporate office with any immediate questions or concerns you may have.
The roles and responsibilities of each position within this Operations Support Team are as follows:
Director, Business Development
Provides field-based, on-site support to include:
- “Hands-on” rate and inventory management and systems consultation.
- Customized on-site coaching in continual Quality Assurance Improvement for properties.
- Facilitating participation in regional and national marketing efforts and Wyndham Hotel Group brand programs.
- Proactively providing information to the GM/Owner on appropriate training resources and tools.
Franchise Services Manager
Provides headquarters-based support that includes:
- Assisting the Director of Business Development in preparing for and following up on-property visits.
- Ongoing monitoring and tracking of recommended Quality Assurance improvements.
- Monitoring property and regional performance.
- Proactively following up and providing trouble shooting support for the GM/Owner/Franchisee as needed.
B: Reservations Systems
Hotel Contact Centers
The Hotel Contact Centers (HCC) is comprised of a dedicated group of professionals committed to maximizing reservation revenue for franchisees. Our mission is to, “Create value by making a difference with every customer contact.”
Reservations
Calls for Super 8, Ramada, Travelodge, Wingate Inn, Days Inn, Knights Inn, Baymont and Howard Johnson are currently handled in Aberdeen, SD; Saint John, New Brunswick, Canada and Manila, Philippines. Wyndham calls are answered in Saint John.
We provide 24/7 professional services to guests and franchisees calling the 800 numbers. Reservation agents generate revenue for franchisees through customer contact and making reservations for our brands anywhere in the world.
Customer Service
The Customer Service department works as a facilitator between the guest and the property. Guest concerns submitted through e-mail, letters, faxes and calls for all hotel brands are handled in Aberdeen, SD. With a clear focus on retaining guests, this integral department addresses questions and concerns, processes Best Rate claims and gratefully acknowledges compliments from our customers.
Group Sales
The Group Sales department located in Aberdeen, SD, handles reservations for groups needing 10 or more rooms. This department serves all our hotel brands, works with clients who book high dollar volumes and negotiates rates to ensure booking. With the goal of booking as many room nights as possible and increasing our properties’ revenue, services include managing incoming calls, letters, faxes and e-mails.
Wyndham Rewards
What is the Wyndham RewardsSM program?
The Wyndham Rewards program is Wyndham Hotel Group’s points-based loyalty program that rewards members with their choice of points, airline miles or rail points for qualifying stays1 at more than 6,000 Wyndham Worldwide hotels around the globe.
Distribution
The Distribution Services department is the gatekeeper of information for all Wyndham Hotel Group hotels worldwide. It works closely with franchisees to ensure that property data, rates and inventory are accurate and current in all distribution channels. The department also supports guests, travel agents, third party Web sites and internal departments to help maximize revenue.
Technical Support Services
The Technical Support Services (TSS) department provides technical support via the online self help knowledgebase, E-Media instructional modules available both on MyPortal and the knowledgebase, and over the phone when the solution is not available in the knowledgebase.
Their services and key responsibilities are:
- First line support for all franchisees experiencing technical difficulties.
- Ownership of a customer’s technical issue or request by embracing the entire “life cycle” of a request from initial contact through problem resolution.
- Education of customers and prevention of problems through trend analysis and reporting.
- Support of all technology products and services offered by Wyndham Hotel Group including PM System, MyPortal, Email, RFP, TripRewards, MyLearning, etc.
C: Distribution Partnerships
Who We Are
Wyndham Hotel Group’s Distribution Partnerships team is responsible for managing the relationships with online third party distribution partners and GDSs for all brands. Team members work closely with partners like Expedia, Travelocity, Orbitz, Priceline, Sabre and Galileo to develop and implement strategies that maximize revenues through these channels.
What We Do
- Negotiate competitive corporate agreements with online third party partners and GDSs.
- Maximize revenues from online third party distribution partners and GDSs for our franchisees.
- Manage ongoing third party relationships for merchant programs on behalf of our franchisees.
- Work with Wyndham Hotel Group’s IT department to develop, implement and enhance direct connect programs that reduce franchisee distribution costs, and enables inventory management on a real-time basis.
- Work with internal departments to enhance technology capabilities and quality of data for these channels.
- Work with Brand Operations to educate the franchise community on third party distribution strategies and inventory management.
- Monitor industry trends to maintain a competitive edge within the online distribution marketplace.
- Develop, implement and enhance brand promotional and advertising opportunities with these partners.
- Increase distribution opportunities by adding new partners to create an expansive and effective online presence for franchisees.
D: Training
As you know, the people on your team are critical to your success. Our dedicated Training team provides a comprehensive suite of learning opportunities designed to help you run your business. Our hands-on curriculum includes:
General Manager Orientation
Our GM orientation (Strategic Training for Exceptional Performance – S.T.E.P.) is a five day program which focuses on the brand tools and resources designed to optimize your business’ performance.
Owner Orientation
For our owners, we offer a three day program designed to familiarize you with the support and services offered by your brand as well as the entire Wyndham Hotel Group.
Regional Training Workshops
Throughout the year, we offer innovative training workshops at regional sites near you. Designed to improve your property’s performance, these workshops may focus on hotel operations, customer service, brand programs, sales and marketing.
Online Training Offerings
Through your brand portal, we bring the training to you. We offer a wide variety of workshops that include self-paced, live and video-based programs.
Property Management System Training
Your property management system is an important part of your business and we can provide you with the training to get the most of out of it. Whether it’s a live workshop hosted on-site or a series of e-learning workshops, we help your team better understand how to effectively utilize your property management system.
Customized Training
If you don’t see the training you need here, please let us know. We can develop a customized workshop or series of workshops to meet your specific learning objectives.
Classes can be scheduled by visiting NextStep through your brand portal. For questions regarding any of our training programs, including their costs, please contact us at (888) 575-4822 or
hotel.training@wyndhamworldwide.com.
E: Global Sales
Who We Are
The Global Sales (CGS) team is made up of industry professionals with years of experience in their market specialties. They have developed close relationships with key industry decision makers and are recognized as lodging experts whose opinions and insights shape the way their customers do business. Most importantly, they are your sales team. They work daily to deliver business to our properties.
Because not every type of business is good for every hotel, the Global Sales team has implemented strategic initiatives within eight major markets: Corporate Travel, Travel Agents, Government Travel, Tour Markets, Foreign Individual Travel (FIT), Sports, Transportation and International Sales.
What We Do
- Drive reservations to our hotels through direct sales efforts. This is our number one goal.
- Manage customer relationships between our hotels and the companies within our markets.
- Facilitate Requests for Proposals (RFPs) and wholesale tour contracts with properties. These contracts deliver tens of thousands of room nights to our hotels each year.
- Represent our hotel brands at major industry trade shows.
- Actively participate in the professional trade associations within each market.
- Provide guidance, expertise and resources to help our hotels be more successful in their own sales efforts.
F: Quality Assurance
Dedicated to helping you, the Quality Assurance team uses state-of-the art technology with a unique customized approach to help ensure that our properties are clean and are in compliance with system standards so that every guest has a positive experience.
Our team of more than 50 well-trained QA consultants brings more than 275 years of industry experience. Our consultants travel to each site to evaluate the condition of the property and overall guest experience and provide you with a solutions-based Quality Assurance Evaluation.
Our state of the art analysis tools are powered by Medallia, a leading technology-enabled company that channels guest feedback to franchisees, managers and brand support staff. This allows them to respond quickly to guest needs and concerns.
G: Design and Procurement Services
(877) WHG-1515 / (877) 944-1515
Whether you’re building a new property, renovating or upgrading, Wyndham Hotel Group’s team of purchasing and design experts are available to help get your property operating smoothly and efficiently.
Design and Procurement Services offers invaluable experience and assistance that can be tailored to suit your specific needs.
For further information about Design Services click here
For further information about Procurement Services click here
Design Services
(877) WHG-1515 / (877) 944-1515
The Design Services team is available to guide you through your project, from start to finish, with brand and architectural expertise. Services offered to franchisees as part of their franchise agreement include:
Renovation Architectural Services (for conversions, transfers and upgrades)
New Construction Architectural Services
Interior Design Services
For further information about Design and Procurement Services click here.
Procurement Services
(877) WHG-1515 / (877) 944-1515
Wyndham Hotel Group’s purchasing professionals can save you time and money by providing access to products and services at competitive prices. Our procurement expertise will serve all your hotel furniture, fixtures and equipment (“FF&E”) and operating supplies and equipment needs (“OS&E”).
Supplier Selection & Management
- Identify and qualify suppliers
- Ensure compliance with brand standards
- Negotiate for superior value (price and service)
- Identify innovations that offer competitive advantage
- Manage supplier performance
Project and Re-Supply Services
- Experienced project purchasing professionals provide brand approved FF&E purchasing solutions
- Logistics support (shipping, tracking, freight claims) and flexible financing options‡
- Access to thousands of products at competitive prices from nationally recognized suppliers
For further information about Design and Procurement Services click here.
‡Subject to submission of a credit application and our credit approval.
H: Wyndham Rewards®
Wyndham Rewards
The Wyndham Rewards program positions us to compete more effectively in the market while capturing the breadth and strength of Wyndham Worldwide’s family of expanded travel choices that include destination resorts, international locations and vacation ownership resorts.
Wyndham Rewards Gives Franchisees the Edge
The Wyndham Rewards program ensures a competitive offering in the hospitality marketplace that continues strong growth and member engagement. And it doesn’t stop there. The Wyndham Rewards program also offers:
- Hundreds of rewards including gift cards, car rentals and airline tickets
- No blackout dates1
- Special member offers
- Redemption online or by phone
- Free travel planning assistance from our program specialists
With even more travel choices for our members in the U.S. and Canada to international destinations or vacation resorts, our franchisee can enjoy the benefit of thousands of members who choose to stay within the Wyndham Worldwide family of hotels.
Competitive Landscape
Wyndham Hotel Group participates with a company called Phoenix Marketing in a study called Scores Indicated Research that polls guests of all different hotel loyalty programs.
According to the 2007 Hotel SCORES survey, the Wyndham Rewards program has the highest level of member activity in all frequent guest programs at 74%. This beats both Marriott and Choice – both measured 63% in member activity. And when it comes to consumer awareness about the Wyndham Rewards program, results show a 34% increase from 2004 to 2007.
Although the Wyndham Rewards program is a relatively new player in the hotel loyalty rewards program, its strong results are competitive with more seasoned frequent guest programs such as Marriott Rewards®, Choice Privileges® and Starwood Preferred Guest®.
Member Value to Properties
Wyndham Rewards members are high-value customers who:
- Pay a higher ADR …stay more often than non-members.
- Are five times more likely to remain Wyndham Hotel Group customers over a two-year period than non-members.
- All brands benefit from members staying within the Wyndham Rewards program network of hotels
○The Wyndham Rewards program business comes from 34% -76% of members who enrolled through a different brand.*
Why do Members Stay at Properties Participating in the Wyndham Rewards Program?
For every qualified stay1 at a Wyndham Hotel Group franchised property, members will earn Wyndham Rewards points, airline miles or rail points for rewards such as free night stays, airline tickets and gift cards. Members can also earn rewards even faster when they apply for and use the Wyndham Rewards MasterCard® credit card; shop online, rent a car or even get your taxes done.
Members can redeem points for free night stays at more than 6,000 Wyndham Worldwide locations for free car rentals, vacation packages and shopping or dining gift cards with popular retailers such as the Home Depot®, BestBuyTM and Target® to name a few. Also, there are hundreds of merchandise options found on Wyndham Rewards Marketplace at wyndhamrewards.com which is powered by SkyMall®.
Wyndham Rewards is only getting better!
Consumers are brand loyal if a program is valuable to them. Our goal is to retain current customers and increase our share of their business by making all of our offerings extremely appealing. We carefully research, plan and structure each promotion to ensure our members and our brands get great value.
We are fully committed to developing programs that help our franchisees build their business. Our focus is on driving incremental revenue to properties and encouraging Wyndham Rewards program engagement throughout our franchisee community.
Dash for Cash
There are property enrollment incentives in place to reward your front desk staff and owners with $1 per enrollment incentive, once the property reaches 20 qualified enrollments.
Purchase Points Rewards
Owners and general managers can use our online tool called Purchase Points Rewards to buy or issue points to Wyndham Rewards guests. This is an easy and great way to show your loyal guests that you appreciate their business.
Franchisee Tools
The Wyndham Rewards program training tools and on-property support are posted on MyPortal, located at https://myportal.wyndhamworldwide.com, our intranet site and key communication vehicle and single access point to all the applications Wyndham Hotel Group makes available to you.
