Regional VP Franchise Performance Support

IHG; Atlanta (GA); Remote; USD 120,000 - 180,000; Full time

Job summary

IHG is seeking a seasoned Franchise Performance Leader to guide a team of Franchise Performance Support Managers in maximizing revenue and service performance across North America’s hotel owners. You will develop strategies to grow revenue, elevate service quality, and drive adoption of revenue-increasing initiatives across all brands.

In this role you’ll maintain strong relationships with franchisees, coach a multi-manager team, and work with our legal group to resolve conflicts with key

Qualifications

• 12+ years in customer service within hospitality with hotel ops or asset management.
• At least 2 years multi-unit, multi-brand leadership & program delivery.
• CHA certification preferred.

Responsibilities

• Lead and oversee Franchise Performance Support programs through 10–11 managers.
• Develop strategies to grow revenue, enhance service, and improve quality.
• Maintain relations with franchisees; serve as escalation point for owners and management of hotels.
• Hire/train new Franchise Performance Support Managers.
• Develop quarterly portfolio performance with owners and adjust strategy as needed.
• Collaborate with legal to resolve conflicts with key accounts/owners.
• Build business cases for licenses/extensions.

Skills

Customer service

Hospitality industry

Revenue mgmt

Sales & marketing

Channel strategies

Leadership

Strategic planning

Education

Bachelor's degree in Hotel Management or related field

CHA certification preferred

Job description

Leads team providing strategic direction and support to maximize franchise hotel revenue and service performance and delivery on our Winning Metrics with North America’s owners across all brands in the estate. Develops and leads strategies that will enhance the value proposition for all brands and leads to growth of the franchised estate.

Your Day-to-Day

• Lead and oversee Franchise Performance Support programs through 10-11 subordinate Managers, each with a portfolio of approximately 50 owners.
• Develop strategies to grow revenue, create sales cultures, enhance service, and improve quality via direct reports.
• Promote successful implementation of IHG hotel initiatives of revenue increasing strategies.
• Maintain strong relations with franchisees and serve as an escalation point for consultation to owners and management of hotels.
• Coaches direct reports in creating strategic plans for hotel.
• Responsible for hiring/training new Franchise Performance Support Managers on creating and using consulting tools, and when to deploy Franchise Revenue Managers, Franchise Operations Support Managers, and Franchise Sales Managers.
• Provide guidance to direct reports in problem identification and resolution in portfolios across all areas of hotel operations and performance (e.g. revenue management, operations, new initiatives, standards.
• Accompany directs on Key Account Visits -consult with owners, principle correspondents, management companies, general managers
• In concert with Franchise Performance Support Managers communicate quarterly portfolio performance with owners against the goals and adjust the strategic plan as necessary.
• Work closely with legal team to resolve company conflicts with key accounts/owners.
• Responsible for building the business case for requests for licenses/extensions.
• Develop strong, trusted relationships with owners to foster growth in hotels/system size.

• Continuously monitor performance across commercial and operational areas via internal reporting to assess and prioritize hotel and portfolio issues.

What We Need From You

Education

• Bachelors degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience. CHA preferred.

Experience

• 12+ years progressive work-related experience with demonstrated proficiency in customer service in the Service/Hospitality industry involving hotel operations and/or training, and/or experience in an asset management role.
• At least 2 years multi-unit, multi-brand experience with proficiency in preparation and delivery of industry programs as well as 5 years managing teams and complex projects.

Technical Skills & Knowledge

• Demonstrated expertise in hotel operations; high volume commercial areas; revenue mgmt; sales & marketing; and channel strategies.
• Superior communications skills to include the ability to influence owners and operators to adopt strategies. Strong problem solving and the ability to develop strategies from data.

Location

Remote

Travel

50 - 75%