Job Description

Manager, Hotel Operations Support - Task Force [IHG Army Hotels]

Provide subject matter expert advice to IHG Army Hotels with on-ground support as a Taskforce Operations Manager supporting hotel and business needs. Position will travel based on priority across identified IHG Army Hotels estate.

• This position is required to be able to travel (100%) to different hotels within the IHG Army Hotels estate to provide leadership and operations support as needed.
• May be required to work nights, weekends, and/or holidays.

Your day to day

• Work closely with Regional Operations teams to help identify opportunities to drive performance improvement across IHG Hotel Metrics, designing and implementing initiatives to help our Hotels achieve desired outcomes.
• Work to ensure an aligned approach between IHG Operations, Commercial and People teams to ensure support for hotels is optimized.
• Work closely with Regional operations teams to feedback to IHG Corporate Function leadership teams (Finance, HR, Risk, Development) on the needs of our hotels and to drive constant innovation in our approach
• Play a significant role in the delivery of complex, hotel-impacting projects, becoming a key stakeholder from initiation to design
• Influencing AMER functions in developing projects and tools to meet our hotel needs
• Engage with Regional leaders to support the definition, measurement and governance of Hotel Metrics
• Lead on the delivery of operations support materials to our hotels. In particular, helping to develop Senior leaders (General Managers, Operations Managers, HR Managers) new in their roles ensuring a room to belong onboarding experience.
• Review and analyze opportunities for hotels to utilize all IHG tools and resources, as well as effectively execute on IHG initiatives and ensure adoption of these programs.
• Project management for AMER corporate/hotel projects and engagement with Regional/Functional leadership teams to ensure buy-in to the approach and the embedding of the solution
• Work closely with all regional analytics and insights teams to identify operations’ requirements for reporting and new insight to drive efficient engagement and performance management across hotels
• Act as a subject matter expert for regional functions, working closely with project sponsors and teams to help co-develop hotel facing solutions
• Support the development and implementation of regional performance management toolkits and structure
• Regional Operations champion for key global initiatives
• Work closely with regional operations leadership teams to help identify and implement best practice across IHG
• Coordinate and monitor the consulting activities of the team to ensure proper support of inbound calls and email requests from hotels, travel agents, and third-party intermediaries, proactive outbound calls and tele-consulting training events and on-site hotel level training. Coach and develop staff; provide escalation support for difficult or sensitive subjects; hire, fire, assess, discipline, document performance, recommend salary and classification changes.
• Develop and grow the skills and leadership experience of the Hotel Managers, Supervisors and colleagues; Set annual colleague engagement action plans and strive to maintain a high level of colleague satisfaction.

What we need from you

• Bachelor's or Master's Degree in a relevant field of work, or an equivalent combination of education and work related experience.
• 5-10 years’ experience in hotel leadership operations management
• Demonstrated mastery of multiple disciplines/processes related to the position, including hotel operations, human resources, revenue management, hotel industry sales and training experience
• Experience working in branded service delivery
• Demonstrable experience in working with and across multiple stakeholders to deliver change within a hotel environment
• Self-starter with high drive for results, strong problem solving, and time management skills required
• Demonstrated ability to manage multiple tasks and projects with follow-through and attention to detail
• Strong communications, presentation, negotiation and conflict management skills
• Language skills (beneficial) and cultural awareness (essential) for effective multi-country communications
• Experience with Microsoft Office software (PowerPoint, Word, Excel, etc) and other relevant scripting tools and software desirable
• This job requires ability to perform the following:
  • Standing and moving about the facilities
  • Carrying or lifting items weighing up to 25 pounds
  • Using a keyboard to generate correspondence, reports, etc.
  • Handling objects, products, and equipment

Travel – 100%

• This position will be required to be able to travel (100%) to different hotels within the IHG Army Hotels estate to provide leadership and operations support as needed.
• May be required to work nights, weekends, and/or holidays.

Location – Remote: **Candidate must reside in the United States near a major US airport**

The salary range for this role is $83,000.00 to $115,000.00 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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At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?