Field Operations Support Manager - (Denver, CO)
IHG · United States · $84,000–$110,000 (stated in the posting)
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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