Manager Performance Optimization
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AI Summary
Role Purpose
Drives system-enabled commercial performance by ensuring pricing tools, platforms and processes (N2Pricing, GRS/Concerto, BI) are fully adopted, consistently executed and continuously optimized. Serves as the N2Pricing SME and execution engine, translating system data into revenue-driving actions, monitoring adoption/productivity, resolving issues and closing the feedback loop between field users and system teams.
Key Accountabilities
Serve as the N2Pricing SME, driving awareness, adoption, and effective utilization across the field.
Monitor adoption, usage, and performance metrics to identify opportunities and close execution gaps.
Partner with System Health Coaches and field teams to reinforce best practices and optimize system performance.
Act as a bridge between field users and Product/System teams, providing actionable feedback to improve capabilities and user experience.
Lead business readiness and adoption efforts for new commercial systems, enhancements, and releases.
Support integration of Sales & Catering capabilities within pricing, revenue management, and commercial workflows.
Maintain playbooks, SOPs, and operational standards to ensure consistent execution and a single source of truth.
Partner with Engagement and Enablement teams to drive role-based training, communications, and upskilling initiatives.
Release & Implementation Support: Support system upgrades, releases and business readiness activities including communications, training alignment and follow-up.
Roadmap Awareness & Product Feedback: Maintain working knowledge of GRS/Concerto and ReVision roadmaps; translate releases into impact summaries and readiness plans.
S&C Workflow Support: Identify and flag Sales & Catering process/system gaps impacting group and sales execution.
Playbook & Standards Maintenance: Keep playbooks, SOPs and job aids current; reinforce standard processes and usage expectations at scale.
Key Metrics
RevPAR, RGI, Direct/Digital & Loyalty Contribution, Group RGI Growth
Revenue Capture ≥96%; Decision Adoption higher; Auto-Deploy ≥15%
Non-Strategic Override Mix and System Non-Engagement lower
Differential Rule Usage higher; adoption/productivity uplift; issue resolution, release adoption and playbook currency on-time/current
Required Education, Experience and Technical Skills
Educational Requirements: Bachelor’s degree in Business, Hospitality, Analytics or related field
Experience: 4+ years in revenue management, commercial services, or hospitality systems/operations
Experience: 2+ years in performance analysis, revenue optimization or field-support functions
Experience with system rollouts, business readiness or commercial change management
Technical Skills: N2Pricing/RM platforms; Revenue Capture, Decision Adoption, RGI, MPI, ARI, RevPAR; BI dashboards; GRS/Concerto roadmap; Salesforce/field-support tools
Applied Operational Knowledge & Industry Experience
Deep understanding of Commercial Services workflows and hotel operations
Working knowledge of CXO service levels: Core, Plus and Signature
Understanding of pricing, revenue management and system-enabled performance levers
Decision Governance – Scope
Ownership: N2Pricing execution/validation; performance and revenue opportunity identification; adoption monitoring/reporting; field issue resolution; playbook maintenance
Accountable For: accurate and consistent system execution; Revenue Capture and adoption uplift; delivery of market/portfolio revenue opportunities; documentation currency
Competencies and Capabilities
N2Pricing execution and validation: Supports accurate change execution and workflow alignment.
Revenue opportunity management: Uses N2Pricing/BI insights to identify and convert opportunities
KPI diagnosis and adoption: Monitors Revenue Capture, Decision Adoption, auto-deploy and non-engagement metrics
Field and system coordination: Documents, escalates and closes loop on issues and feedback
Readiness and standards: Supports releases, playbooks, SOPs and job aids
Location -This role is remote USA
At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?
Who we are
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.
Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
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