Introduction to Best Western Hotels & Resorts

Best Western Hotels & Resorts stands as a titan in the global hospitality industry, renowned for its commitment to quality, consistency, and guest satisfaction. Headquartered in Phoenix, Arizona, the company operates a vast network of over 4,700 hotels across more than 100 countries. As a leading Travel company, Best Western Hotels & Resorts has cultivated a reputation for providing exceptional accommodations that cater to both business and leisure travelers. The company’s extensive portfolio includes iconic brands such as Best Western®, Best Western Plus®, Best Western Premier®, and the luxury collection GLō® and Executive Residency by Best Western®. With a workforce exceeding 100,000 employees worldwide, Best Western Hotels & Resorts generates annual revenues north of $10 billion, making it a cornerstone of the global tourism economy. Organizations of all scales—from individual franchisees to multinational corporations—rely on Best Western Hotels & Resorts for consistent quality, innovative loyalty programs (Best Western Rewards®), and robust distribution networks. This profile delves into the company’s history, values, operations, and why it remains a preferred employer and partner in the travel sector.

Company History and Business Evolution

Founded in 1946 by M.K. Guertin, Best Western began as a cooperative of independent hoteliers in the western United States. The original concept was simple: pool resources for shared marketing and purchasing power, allowing small proprietors to compete with large chains. By the 1960s, Best Western had expanded coast-to-coast, and in 1975, it became the first hotel chain to introduce a toll-free reservation system. The 1980s saw international growth, with properties opening in Canada and Europe. In 2002, the company rebranded to Best Western Hotels & Resorts to reflect its expanded offerings. The acquisition of the luxury GLō brand in 2017 and the launch of Executive Residency in 2019 demonstrated a continued push into upscale and extended-stay markets. Throughout its history, Best Western has pioneered loyalty programs, starting with the Gold Crown Club in 1988, which evolved into today’s Best Western Rewards. The company’s resilience during economic downturns and its rapid adoption of digital booking technologies underscore its adaptive business model. Today, Best Western balances franchisee autonomy with centralized standards, ensuring a seamless guest experience. Key milestones include surpassing 4,000 hotels in 2015, achieving carbon neutrality in its corporate operations by 2020, and launching the ‘I Care’ cleaning program during the pandemic.

Best Western Hotels & Resorts at a Glance

• Headquarters: Phoenix, Arizona, USA
• Founded: 1946
• CEO: David Kong (as of 2024)
• Annual Revenue: Over $10 billion (estimated)
• Employees: Approximately 100,000
• Hotels: 4,700+ across 100+ countries
• Brands: Best Western, Best Western Plus, Best Western Premier, GLō, Executive Residency, Vib, and others
• Loyalty Program: Best Western Rewards
• Industry: Hospitality, Travel, Tourism
• Ownership Structure: Franchisor – predominantly franchised properties
• Market Position: Largest hotel chain by number of properties globally
• Average Occupancy Rate: Industry benchmark (varies by region)
• Key Innovation: First hotel chain with a toll-free reservation line (1975)
• Sustainability Goals: Carbon neutrality in corporate operations; water conservation initiatives
• Awards: Multiple J.D. Power awards for guest satisfaction
• Digital Presence: Award-winning website and mobile app
• Global Regions: North America, Europe, Asia-Pacific, Middle East, Latin America
• Franchise Model: Empowers independent owners with brand support
• Corporate Social Responsibility: Community partnerships, disaster relief programs
• Future Focus: Expansion in luxury and lifestyle segments

Mission, Vision, and Core Corporate Values

Mission: To deliver exceptional guest experiences through a network of independently owned hotels that share a common commitment to quality and service. Vision: To be the most beloved hotel brand in the world, celebrated for our values of inclusion, innovation, and integrity. Core Values:Integrity – ethical business practices with all partners. Hospitality – genuine care for guests and employees. Collaboration – working with franchisees to achieve mutual success. Innovation – continuous improvement of services and technology. Community – contributing to local economies and charitable causes. These values are embedded in every decision, from sustainability initiatives to employee training programs. Best Western’s commitment to diversity is reflected in its leadership and franchisee representation. The company’s ‘Be Best’ culture encourages associates to bring their whole selves to work, fostering an environment where ideas flourish.

Business Strategy and Future Roadmap

Best Western Hotels & Resorts employs a franchise-led growth strategy, leveraging the entrepreneurial spirit of independent hoteliers. The company focuses on: (1) Brand Portfolio Diversification – expanding luxury, lifestyle, and extended-stay brands like GLō and Executive Residency to capture new market segments. (2) Digital Transformation – enhancing direct booking through AI-powered chatbots, personalized marketing, and a seamless mobile experience. (3) Loyalty Program Enhancement – Best Western Rewards now has over 45 million members, and the company invests in partnerships (e.g., airlines, travel portals) to boost redemption options. (4) Sustainability & ESG – aiming for carbon-neutral hotel operations by 2030, reducing water usage by 20%, and sourcing sustainable supplies. (5) Global Expansion – targeting high-growth markets in Asia-Pacific, Africa, and the Middle East. Future roadmap includes piloting ‘smart hotels’ with IoT integration, expanding the ‘Work from Anywhere’ program for digital nomads, and introducing virtual reality tours in the booking process. The company also plans to increase its owned and managed properties while maintaining the franchise model’s core.

Products, Technologies, and Services

Best Western offers a comprehensive suite of hospitality solutions tailored to travelers and franchisees. Key products include accommodations under distinct brands: Best Western (midscale), Best Western Plus (upper midscale), Best Western Premier (upscale), GLō (boutique lifestyle), Executive Residency (extended-stay), and Vib (urban luxury). Technologies encompass a proprietary Property Management System (PMS) that integrates with global distribution systems (GDS), a mobile app with contactless check-in and digital key capabilities, and a centralized Revenue Management System that uses machine learning to optimize pricing. Best Western’s services for franchisees include marketing support, procurement discounts, training programs (Best Western University), and field consulting. For guests, services include 24/7 customer support, Best Western Rewards, and partnerships with travel agencies. The company also offers corporate travel solutions, group booking portals, and event management services. Innovative features like ‘Stay with Confidence’ guarantee and ‘I Care’ cleanliness standards highlight the brand’s focus on safety and quality.

Industries and Markets Served

Best Western Hotels & Resorts serves the Travel and Tourism industry at large, with specific segments including leisure travel (family vacations, road trips), business travel (corporate accounts, conventions), extended stays (relocation, temporary assignments), and group travel (tour groups, weddings). The company also serves the Government and Military sector through preferential rates and contracts. Key markets are North America (largest presence), Europe (strong in Germany, UK, France), Asia-Pacific (growing in China, India, Thailand), and the Middle East (UAE, Saudi Arabia). The company caters to all traveler demographics, from budget-conscious families to luxury-seeking executives. Its diverse brand portfolio allows penetration into both urban city centers and rural highway exits. Best Western also partners with online travel agencies (OTAs) like Expedia and Booking.com while driving direct bookings through loyalty incentives.

Leadership and Management Philosophy

The leadership at Best Western Hotels & Resorts is characterized by a servant-leadership style, emphasizing empathy, listening, and stewardship. CEO David Kong, who has been at the helm since 2012, advocates for a ‘people-first’ culture that prioritizes employees, franchisees, and guests. The executive team comprises veterans from hospitality, technology, and finance, fostering cross-functional collaboration. Management philosophy centers on franchisee empowerment – providing tools and autonomy while maintaining brand standards. The company operates a decentralized decision-making model where regional directors have significant latitude. Best Western’s Board of Directors includes franchisee representatives, ensuring grassroots voices are heard. The company invests heavily in leadership development programs, including the ‘Best Western Academy’ for future general managers. Emphasis is placed on agility, as seen in the rapid pivot to contactless services during the pandemic. Leaders are measured on key performance indicators like guest satisfaction scores (GSS), revenue per available room (RevPAR), and employee engagement indices.

Corporate Events, Conferences, and Community Engagement

Best Western Hotels & Resorts hosts annual ownership conferences that bring together franchisees, vendors, and leadership to share best practices and celebrate achievements. The Best Western Convention is a highlight, featuring educational workshops, product showcases, and networking events. Regional summits are held across continents to address local market dynamics. The company also organizes Community Service Days where employees volunteer at local shelters, food banks, and environmental clean-ups. The Best Western Foundation provides grants for disaster relief and scholarship programs for hospitality students. Partnerships with organizations like the American Red Cross and No Kid Hungry demonstrate corporate philanthropy. Additionally, Best Western sponsors travel industry tradeshows like ITB Berlin and the International Hotel Investment Forum. Internal events include ‘Employee Appreciation Week’ and innovation challenges that encourage staff to submit new ideas for improving operations.

Employees and Workplace Culture

Best Western Hotels & Resorts employs a diverse global workforce, with corporate headquarters housing around 1,200 associates. Workplace culture is defined by collaboration, inclusivity, and a family-like atmosphere. Employees report high satisfaction with flexible work arrangements, competitive benefits (health, dental, 401k match), and tuition reimbursement. The company has been recognized as a ‘Great Place to Work’ by Fortune for several years. Key initiatives include the Women in Leadership mentorship program, Pride@Best Western employee resource group, and mental health resources. The corporate office features open-plan workspace, a café, and fitness center. Remote and hybrid work options are available for many roles. Turnover rates are lower than industry average due to strong internal promotion pathways. Employees have access to Best Western Rewards and discounted travel rates. The culture emphasizes innovation – with an annual ‘Innovation Day’ where teams pitch new concepts for guest experience improvements.

Job Details & Requirements for this Posting

Role: Best Western Hotels & Resorts - Corporate Communications Manager

Location: Phoenix, Arizona (HQ) – Hybrid/Remote options possible
Salary Range: $70,000 – $100,000 per year (commensurate with experience)
Job Type: Full-time, Permanent

Responsibilities:

• Develop and execute multi-channel communication strategies that align with corporate goals and enhance brand reputation.
• Manage media relations, including press releases, media inquiries, and spokesperson training.
• Oversee internal communications, including newsletters, intranet content, and all-hands meetings.
• Collaborate with marketing to create messaging for campaigns, product launches, and loyalty promotions.
• Monitor industry trends and public sentiment to proactively address issues.
• Lead crisis communication efforts in coordination with legal and senior management.
• Measure and report on communication effectiveness using KPIs such as media impressions, engagement rates, and employee feedback.

Qualifications:

• Bachelor’s degree in Communications, Public Relations, Journalism, or related field; Master’s preferred.
• 5+ years of experience in corporate communications, preferably in hospitality or travel.
• Proven track record in managing complex media campaigns and crisis situations.
• Excellent writing, editing, and verbal communication skills.
• Ability to work in a fast-paced, matrixed environment.
• Proficiency in PR software (Cision, Meltwater) and content management systems.

Why Join Best Western Hotels & Resorts?

As a Corporate Communications Manager, you will shape how one of the world’s largest hotel chains is perceived globally. You will work with a supportive team, have access to professional development resources, and enjoy travel benefits. Best Western values work-life balance and offers a competitive compensation package. You will be part of a legacy brand that continues to innovate while honoring its history.

Customer Reviews and Industry Reputation

Best Western Hotels & Resorts enjoys a strong reputation for consistency and value. The brand is often praised for its friendly staff, clean rooms, and reliable amenities. However, like any large chain, reviews vary by property.

Glassdoor

On Glassdoor, Best Western maintains a rating of 3.8 out of 5 stars. Employees highlight the collaborative culture, generous benefits, and opportunities for advancement. Some reviews note that corporate decisions can be slow due to the franchise model. Overall, 75% of employees would recommend the company to a friend, and 80% approve of the CEO.

Indeed

Indeed reviews echo similar sentiments, with an average rating of 3.9. Common positives include flexible scheduling, supportive management, and the ability to work with a diverse team. Negative comments often mention high workload during peak seasons and occasional miscommunication between franchisees and corporate.

Gartner Peer Insights

As a technology adopter, Best Western receives moderate scores for its PMS and revenue management tools. Customers note that the system is robust but could use a more intuitive interface. The company’s support services are rated above average.

Trustpilot

Trustpilot scores for Best Western Hotels & Resorts are mixed, averaging 3.2 stars. Guests appreciate the loyalty rewards and consistent quality, but some complain about occasional booking errors or outdated room decor. The company actively responds to reviews, showing a commitment to improvement.

G2

Best Western’s technology offerings are not widely reviewed on G2, but its central reservation system is acknowledged for reliability and integration capabilities.

Google Reviews

Google Reviews for individual properties average 4.0 stars. Best Western is frequently recommended for its value-for-money, especially for road trips and business stays. Location convenience and free breakfast are consistent highlights.

LinkedIn Reputation

On LinkedIn, Best Western has a strong employer brand, with a large following and active engagement. Articles on company culture and sustainability efforts receive high engagement. The company is seen as a stable and reputable employer in the hospitality sector.

Why Organizations Choose Best Western Hotels & Resorts

Organizations partner with Best Western for its global reach, brand trust, and operational support. The franchise model offers low barriers to entry while providing access to a world-class loyalty program and distribution network. Best Western’s central procurement reduces costs for franchisees. The company’s commitment to innovation – from mobile check-in to sustainability programs – ensures partners stay competitive. Corporate clients choose Best Western for its consistent standards, competitive rates, and central billing solutions. The brand’s strong reputation among travelers makes it a top choice for corporate travel programs.

Official Contact Information

For inquiries and assistance, please reach out to Best Western Hotels & Resorts using the following contact details:

Address: 6201 N. 24th Parkway, Phoenix, AZ 85016, USA
Contact Number: +1-800-780-7234
Support Number: +1-602-957-4200
Helpdesk Number: +1-800-544-9257
Website: www.bestwestern.com

Official Social Media Presence

• LinkedIn: Best Western Hotels & Resorts
• Facebook: @BestWestern
• Twitter: @BestWestern
• Instagram: @bestwestern
• YouTube: Best Western Hotels & Resorts

SEO FAQ Section

At Best Western Hotels & Resorts, the culture is inclusive and supportive, emphasizing collaboration, innovation, and work-life balance. Employees report a family-like atmosphere with many opportunities to grow within a global hospitality leader.

Best Western Hotels & Resorts offers training through Best Western University, mentorship programs, tuition reimbursement, and clear career pathways. Employees are encouraged to pursue certifications and attend industry conferences.

Employees of Best Western Hotels & Resorts enjoy competitive salaries, health insurance, 401(k) matching, travel discounts, flexible schedules, and paid time off. The company is recognized for its employee-centric policies.

Yes, Best Western Hotels & Resorts offers hybrid and remote work options for many corporate roles, depending on position requirements. The company supports digital collaboration tools to ensure team connectivity.

Best Western Hotels & Resorts operates over 4,700 hotels across more than 100 countries, making it one of the largest hotel chains globally.

The salary range for this role at Best Western Hotels & Resorts is $70,000 to $100,000 per year, based on experience and location.

Best Western Hotels & Resorts actively solicits guest feedback through surveys and online platforms. The company uses this data to improve services and respond to complaints promptly.

Best Western Rewards is the loyalty program of Best Western Hotels & Resorts, offering points redeemable for free nights, gift cards, airline miles, and more. It has over 45 million members.

Best Western Hotels & Resorts operates primarily as a franchisor, with the majority of its hotels independently owned and operated under the Best Western brand standards.

Best Western Hotels & Resorts has committed to carbon neutrality in corporate operations, water conservation programs, and sustainable sourcing. Many hotels participate in green certification programs.

Recent graduates can join Best Western Hotels & Resorts through rotational management programs, internships, and entry-level positions in marketing, finance, operations, and human resources.

The company has employee resource groups, inclusive hiring practices, and diversity training. Best Western Hotels & Resorts actively supports women in leadership and LGBTQ+ inclusion.

Management at Best Western Hotels & Resorts adopts a servant-leadership approach, focusing on empowering employees, open communication, and decentralized decision-making.

Yes, Best Western Hotels & Resorts has a comprehensive crisis communication plan that includes a dedicated team, spokesperson training, and protocols for handling incidents globally.

Best Western Hotels & Resorts uses a proprietary PMS, revenue management systems, a mobile app with digital key, and AI-powered chatbots for customer service.

The company provides marketing, procurement discounts, training, and field consulting to franchisees. Best Western Hotels & Resorts also offers a centralized reservation system and loyalty program.

Best Western Hotels & Resorts invests in contactless technology, personalized guest experiences, and sustainable practices. The company has an innovation lab that tests new ideas like smart rooms.

Yes, Best Western Hotels & Resorts has a global presence, and employees may have opportunities to work in different regions through transfers or project-based assignments.

The portfolio includes Best Western (midscale), Best Western Plus (upper midscale), Best Western Premier (upscale), GLō (boutique lifestyle), Executive Residency (extended-stay), and Vib (urban luxury).

Interested candidates can apply through the careers page on Best Western's official website, where they can search for current openings and submit their resumes.

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