[Hiring] Senior Manager, Franchise Performance Support @IHG

Role Description

Direct hotel performance for a pre-determined portfolio within the Americas region supporting the RVP at priority hotels, markets and focus brands to improve the overall hotel metrics. Required to work in the field alongside the hotel, owner and operator teams to improve operational and commercial performance and build a culture of excellence on property.

• Collaborate with RVP to lead strategic business reviews with each owner/GM/management company to assess performance, set goals, and align on a prioritized annual plan across revenue, sales, operations, guest experience, and loyalty delivery.
• Conduct recurring performance consulting meetings, on-site property visits and virtual calls to review results, remove barriers, and drive execution against agreed actions.
• Create practical action plans with clear owners/GM accountabilities, timelines, and impact measures; track progress and course correct as needed.
• Log all actions and follow ups into the Engagement center to provide a clear picture of hotel status.
• Triage portfolio needs and deploy specialist support for complex issues; coordinate plans and ensure sustained execution.
• Drive measurable improvement in guest experience and service delivery through root-cause analysis, coaching, and operational playbooks.
• Lead post quality inspection follow-up with hotels to address findings and improve readiness for future evaluations.
• Contribute to market meetings and owner/hotel forums to communicate strategy and share best practices.
• Partner with PIP, Plan Review, HOST/NHOP and Development to support openings, conversions, and renovations.
• Identify growth signals within the portfolio and actively partner with Development by sharing qualified leads.

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.
• Demonstrated expertise in hotel operations.
• Demonstrated understanding and knowledge of the laws and regulations for both State/Provincial and National.
• Demonstrated expertise in commercial areas and platforms: 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.
• Demonstrated knowledge of hotel systems, programs and training principles and procedures.
• Demonstrated problem solving and time management skills.
• Demonstrated attention to detail and ability to manage multiple tasks/clients required.
• Demonstrate strong influencing skills.
• Ability to use AI, Excel, PowerPoint and Tableau Dashboards.

Requirements

• Travel – 60%
• Location – Remote: Candidate must reside in New York.
• The salary range for this role is $108,000.00 to $140,000.00.
• This role is also eligible for bonus pay (as applicable).

Benefits

• Comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.
• Impressive room discounts across our many properties.
• Recharge days and volunteering days throughout the year.
• Support for wellbeing in your health, lifestyle, and workplace through our myWellbeing framework.