[Hiring] Field Operations Support Manager @IHG

Role Description

Work in conjunction with the Franchise Performance Support (FPS) team and provide consulting across all areas of guest experience and operations (e.g., product/quality, service, F&B, people tools/processes) when deployed. Drive hotel performance as the primary resource for high level specialized/technical knowledge of the guest experience and hotel operations. Specifically, work with hotels to address key guest experience/operational issues identified (guided by performance data supplied by Operations Analytics & Insight) and develop hotel action plan to reflect necessary steps to remedy issues and meet goals outlined in the strategic plan. [80% travel]

• Consult with key clients to address performance gaps in product/quality, service levels, F&B execution, hotel staff morale/retention and training needs.
• Prescribe programs and tools that support performance initiatives and strategic objectives.
• Help clients and stakeholders question their assumptions, determine their needs, and plan implementation strategies for achieving their goals.
• Analyze hotel performance data, including data provided by Operations Analytics & Insight team to develop insights and conduct root-cause analysis to identify potential solutions to hotel performance issues in the areas of guest experience and operations.
• Develop SMART hotel action plans specifying key next steps to drive guest experience and operational performance.
• Communicate results of consulting session to FPS team and align on next-steps for follow-up.
• Train hotels on brand and guest service behaviors/capabilities (guided by annual Quality Planning, tracking against Quality Metrics, etc.).
• Understand the results that stakeholders desire from various processes and provide insight into how efficiently and effectively those results can be achieved.
• Effectively comply with guidelines for all brand-specific and HR tools/programs, providing consultation to ensure effective program management in each assigned hotel.
• Assist GM and/or hotel leadership teams with implementation and ongoing support of brand-specific and HR initiatives.

Qualifications

• Bachelor's Degree in Hotel Management, Human Resources, or a relevant field of work, or an equivalent combination of education and work-related experience.
• 5 to 7 years progressive work-related experience.
• Experience in hotel operations (as GM, HRD, or other multi-unit hotel management) preferred.
• Demonstrated mastery of consulting and business knowledge and understanding of multiple disciplines/processes related to the brand culture position.
• Group facilitation and consulting experience are highly desirable.

Requirements

• Demonstrated expertise in operations, product/quality, service, F&B and people tools/processes.
• Ability to coordinate with FPS to deliver support that is most needed.
• Ability to interpret hotel performance data to reach actionable insights to drive performance.
• Sufficient relationship-building/communications skills to develop trust with hotels to drive results.
• Demonstrated leadership, coaching and training skills. Ability to inspire others.
• Demonstrated ability to manage multiple tasks and projects with effective follow-through and attention to detail.
• Effective verbal and written communication skills for the purpose of providing information to clients, management and colleagues.
• Demonstrated knowledge of training principles and procedures required in virtual and live classroom settings.
• Strong problem solving and time management skills required.
• Conflict management/resolution and negotiation/persuasion skills critical.
• Effective facilitation skills and ability to lead group discussions for most effective results.
• Must be able to work effectively with GMs and leadership teams in assigned hotels, and possess strong relationship development/management skills.

Benefits

• Comprehensive package of benefits including paid time off.
• Medical/dental/vision insurance.
• 401K.
• Bonus pay (as applicable).

Company Description

Remote: Candidate must reside in Denver, CO.

The salary range for this role is $84,000.00 to $110,000.00.