Business Operations Specialist

IHG Hotels & Resorts; Atlanta (GA); Hybrid; USD 70,000 - 100,000; Full time

Job summary

IHG Hotels & Resorts in Atlanta is seeking a contract operations professional to own the commercial services agreement lifecycle from generation through onboarding, renewals, and termination. You will convert closed sales into executed, compliant agreements and ensure accurate terms.

The role supports onboarding, provisioning and billing readiness, maintains audit-ready records, and delivers reporting on renewals and terminations.

Qualifications

• Bachelor's degree in business, Hospitality or related field; or equivalent experience.
• 3+ years in commercial operations, contract/agreement administration or revenue services; experience with agreement lifecycle, onboarding or billing processes.
• Exposure to sales-to-contract handoff workflows.
• CRM/pipeline and document/agreement tools; BI dashboards and reporting/tracking tools.

Responsibilities

• Own the day-to-day execution of the commercial services agreement lifecycle from generation to onboarding, renewals and termination.
• Convert closed sales into executed, compliant, provisioned service agreements and ensure accurate terms.
• Support end-to-end lifecycle for various agreement types and maintain a single source of truth for agreements, renewal dates and terms.
• Assist with onboarding, provisioning, portfolio assignment, billing setup and service delivery readiness as needed.
• Maintain accurate agreement records and provide reporting on volume, velocity, renewals and terminations.

Skills

CRM/Pipeline

Document tools

Contract terms

Pricing

BI dashboards

Education

Bachelor's degree in business/Hospitality

Tools

CRM tools

Document management software

Job description

Role Purpose

Owns day-to-day execution of the commercial services agreement lifecycle from generation and execution through onboarding, renewals and termination. Converts closed sales into fully executed, compliant and provisioned service agreements, ensuring accuracy, compliance and seamless handoff between Program Sales and Operations.

Key Accountabilities

Agreement Lifecycle Execution:

• Support end-to-end lifecycle for Core, Plus and Signature agreements, including generation, execution, countersignature, renewal and termination of legacy agreements
• Prepare and process agreements using approved templates and Exhibit A service/pricing terms; maintain a single source of truth for executed agreements, renewal dates and terms.

Program Sales Alignment & Sales-to-Contract Handoff:

• Receive closed/won opportunities and convert them into executed agreements; ensure clean sales → contracting → onboarding handoff with clear accountability and documentation.

Compliance & Governance:

• Assist with Brand Standard Waiver and Compliance processes

Onboarding, Provisioning & Billing Support:

• Assist with hotel onboarding, system access provisioning, portfolio assignment, billing setup and service delivery readiness as needed

Data Integrity & Reporting:

• Maintain accurate agreement records in tracking tools and provide reporting on agreement volume, velocity, renewals, and terminations.

Process Standardization & Continuous Improvement:

• Keep templates, playbooks, SOPs and job aids current; identify contracting/onboarding inefficiencies and recommend simplifications to improve speed-to-activation.

Key Metrics

• Agreement accuracy; speed-to-activation; compliance/audit standards; renewal management
• Provisioning and billing accuracy; data integrity and completeness of agreement records

Required Education, Experience and Technical Skills

Educational Requirements: Bachelor's degree in business, Hospitality or related field, or equivalent experience.

Experience: 3+ years in commercial operations, contract/agreement administration or revenue services; experience with agreement lifecycle, onboarding or billing processes; exposure to sales-to-contract handoff workflows.

Technical Skills: CRM/pipeline and document/agreement tools; attention to detail with contract terms, pricing and compliance data; BI dashboards and reporting/tracking tools.

Applied Operational Knowledge & Industry Experience

• Operational Knowledge & Experience: Commercial services agreement lifecycle and billing; CXO service levels (Core / Plus / Signature) and terms; IHG brand standards, IHG Ignite prerequisites and compliance practices.
• Ownership: Agreement execution, compliance documentation, onboarding provisioning, and billing triggers.
• Accountable For: Accuracy, compliance and speed-to-activation of executed agreements.
• Scope Boundary: Partner/escalate selling, service model design, legal template ownership and system configuration/roadmap.

Capabilities:

• Agreement Lifecycle Management: Convert sold opportunities into accurate, executed and provisioned agreements.
• Compliance and Documentation Discipline: Maintain audit-ready records and elevate exceptions/non-standard terms appropriately.
• Sales-to-Operations Enablement: Connect Program Sales, contracting, onboarding, billing and Operations for seamless activation.
• Process and Data Integrity: Keep templates and records current while improving contracting/onboarding flow.

Location - Our hybrid work structure is an expectation of three (3) days a week in office. This expectation may be adjusted to evolve with the changing needs of the business.