Mgr Hotel Performance Support

Role Purpose

Act as a single point of support from IHG, driving hotel performance through trusted relationships with owners (and hotel operators as-needed) and fostering growth with existing owners. Provide consultation and customer service support to ownership and management of hotels in a pre-determined portfolio within the Americas Region of approximately 50 owners. Interact with owners and GM (in live annual meeting) to create strategic plans for hotels, conduct bi-monthly virtual performance consulting calls with GM (and owner, if needed), field incoming calls and answer questions or provide information regarding brand initiatives, hotel standards and operations, rate and inventory management, and service and quality planning. Deploy Franchise Revenue Managers, Franchise Sales & Marketing Managers, or Franchise Operations Support Managers to support highly technical/specialized issues.

Key Accountabilities

• Lead annual strategic meeting with each owner/GM to discuss hotel performance, set performance goals and develop strategic plan for the year.
• Contact and consult with hotel operators and hotel management company staff (and owners, if needed) of franchised properties on performance across the Winning Metrics (including but not limited to specific revenue opportunities (RevPAR, RGI), sales and marketing, channel strategy, guest experience, operations) via bi-monthly virtual performance consulting calls.
• Develop action plans with hotel owners and operators to implement/execute on strategic plans
• Answer inbound inquiries and requests from owners and hotel leadership in portfolio across all areas of hotel operations and performance (e.g., revenue management, operations, new initiatives, standards). Work with internal departments to bring resolution.
• Assess hotel performance issues and deploy Franchise Revenue Managers, Franchise Sales & Marketing Managers, or Franchise Operations Support Managers to consult on highly technical/specialized issues at the portfolio or individual hotel level
• Lead market meetings and Owner conference meetings to cover broad performance issues, provide face-to-face contact with hotel leadership and owners efficiently
• Conduct post-inspection follow-up based on results of inspection conducted by Hotel Inspections Team

• Contact Development to share information about potential growth leads from owners in portfolio

   

• Interact with PIP, Plan Review, and HOST teams when a hotel is in pre-opening phases or going through a renovation among other departments. Keeps these teams apprised of any special circumstances at the hotel or with the owner.
• Establish contact with owners and/or new hotel opening project managers to familiarize them with the opening process upon license execution.
• Contact key hotel personnel on outbound call activity to support revenue-generating activities of the Hotel Operations teams. 
• Contact owners when hotel has entered any IHG compliance processes or about IHG’s plans as a hotel nears the end of its license term
• Provide input at FAC and FCC regarding licensing or termination of hotels in their portfolio
• Stay abreast of all IHG interactions with hotels and owners/management companies in assigned portfolio

Key Skills & Experiences

Education –

Bachelors degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.

Experience –

4-7 years progressive work-related experience with demonstrated proficiency in customer service within the Service/Hospitality industry, specifically involving hotel operations and/or training.

Technical Skills and Knowledge –

• Demonstrated expertise in hotel operations; of rules, laws and regulations relating to new hotel openings; and of applicable systems and programs.
• Ideally with experience supporting or managing more than one property. 
• Highly organized, detailed-oriented, analytical, and capable of managing a large portfolio of 50+ hotels and owners simultaneously. 
• Demonstrated expertise in commercial areas: revenue management, sales and marketing, channel strategy
• Ability to collaborate/coordinate Specialists to direct services where most needed
• Demonstrated clear, concise and succinct communication skills, including adapting both verbal and written communications to the needs and level of user, especially via phone and other virtual means of communication
• Demonstrated knowledge of hotel systems, programs and training principles and procedures.
• Demonstrated ability to keep current with industry trends/changes.
• Demonstrated problem solving and time management skills. 
• Demonstrated attention to detail and ability to manage multiple tasks/clients required. 

This is a 100% remote position that requires availability to travel

If you're interested, please apply with your resume in English

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.