[Hiring] Manager Hotel 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.

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.

Requirements

• 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.

Benefits

• 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 the myWellbeing framework.
• A unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.