[Hiring] Manager, Franchise Performance Support @IHG

Role Description

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.

Your day to day:

• 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.
• 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.
• 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.
• Lead market meetings and Owner conference meetings to cover broad performance issues.
• 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.
• Guide work associates in the development of procedures for hotel executional elements.
• Interact with PIP, Plan Review, and HOST teams when a hotel is in pre-opening phases or going through a renovation.
• 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.

Qualifications

• Bachelors degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related 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.
• Demonstrated expertise in hotel operations; of rules, laws and regulations relating to new hotel openings; and of applicable systems and programs.
• 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.
• 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.

Requirements

• Travel – 70%
• Location – Remote: Candidate must reside in Northern New Jersey, Northeast PA or Central New York.

Benefits

• The salary range for this role is $100,000.00 to $130,000.00.
• This role is also eligible for bonus pay (as applicable).
• We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.