Manager 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
• Guide work associates in the development of procedures for hotel executional elements in areas such as guest services/relations, reservations, sales, and food & beverage, based on knowledge of ongoing hotel issues obtained from daily contact with hotel management.
• Interact with PIP, Plan Review, and HOST teams when a hotel is in pre-opening phases or going through a renovation. 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.
• 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.