Field Operations Support Manager - (Denver, CO)

IHG; Atlanta (GA); Remote; USD 84,000 - 110,000; Full time

Benefits offered by this job

Bonus eligibility

Benefits package

Job summary

IHG is seeking a skilled consultant to partner with the Franchise Performance Support (FPS) team, focusing on guest experience and hotel operations. The role involves addressing performance gaps, developing action plans, and training hotel staff, with up to 30% travel and remote work options for candidates residing in Denver, CO.

Responsibilities include consulting with key clients, delivering strategic programs, analyzing data, and communicating results to drive improvements in guest

Qualifications

• Bachelor's degree in Hotel Management, Human Resources, or related field or equivalent experience.
• 5 to 7 years progressive work-related experience in hotel operations and consulting.
• Experience in group facilitation and consulting is highly desirable.

Responsibilities

• Consult with key clients to address performance gaps in product/quality, service levels, F&B execution, staff morale and training needs.
• Prescribe programs and tools to support performance initiatives and help clients plan implementation strategies.
• Analyze hotel performance data and conduct root-cause analysis to identify solutions.
• Develop SMART hotel action plans with next steps to drive guest experience and operations.
• Communicate results to FPS team and plan follow-up actions.
• Train hotels on brand and guest service behaviors and capabilities.
• Interpret data to provide actionable insights and effective results for stakeholders.

Skills

Consulting

Hotel operations

Performance analysis

Root-cause analysis

Stakeholder management

Education

Bachelor's degree in Hotel Management or related field

Job 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]

Your day to day

• 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.

What we need from you

• 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, with 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.

• 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. Conflict management/resolution and negotiation/persuasion skills critical.

Travel – up to 30%

Location – Remote: Candidate must reside in Denver, CO

The salary range for this role is $84,000.00 to $110,000.00 . This role is also eligible for bonus pay (as applicable). We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.

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Important information

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

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At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.