Choice Hotels International, Inc. recently announced that it has appointed John Thompson to vice president of shared services, a newly created position. In this new role Mr. Thompson will report to Robert McDowell, senior vice president, global distribution.
The newly created Shared Services Customer Care and Reservations organization combines under one organization the collective operations within the company’s multiple guest and franchisee contact centers including property support, data channel management, reservation sales, customer care, Call Forwarding, member services, and contact center partner operations. This new structure will promote greater efficiency and allow for enhanced service to guests and franchisees.
Mr. Thompson will be in charge of all the above teams and for driving the strategy and results for the Choice Hotels contact center activities. In addition, he will direct team training efforts to improve overall hotel performance and contact center development.
“John is a hotel industry veteran, with 14 of those years spent here at Choice Hotels,” says McDowell. “The lion’s share of his experience has been in implementing new programs and organizational improvements. The success of his work is demonstrated through not only increased efficiencies, but also maximized revenues and reduced costs.”
Since joining Choice Hotels in 1998, Mr. Thompson has been heavily involved in strategic planning and execution of the successful rollout and support of Choice’s web-based property management system, choiceADVANTAGE. While leading the Property Systems teams, Mr. Thompson helped Choice Hotels successfully deploy and support the system at more than 5,400 hotels.
With nearly 20 years of experience in business marketing and the hotel industry, Mr. Thompson joined Choice Hotels from Orion Industries. He holds a master’s of international management degree with a concentration in marketing from Thunderbird University in Arizona. Mr. Thompson received his bachelor of business administration degree from Boise State University in Boise, Idaho.