Director, Franchise Performance Support – U.S. Mid-Atlantic Region

IHG•Atlanta, GA

8d•$120,000 - $150,000•Remote

About The Position

Cultivate system growth and drive portfolio performance through relationships with and support to owners of IHG’s upscale brands, and strategic hotels and management companies. Provides 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 a portfolio of IHG’s upscale brands and strategic hotels and management companies. Develop strategies to grow revenue; create sales, service and associate cultures; enhance service, and improve quality in all disciplines areas Lead annual (and ongoing) portfolio meetings with owner to discuss portfolio and individual hotel performance, set performance goals and develop strategic plan for the year Promote successful implementation of IHG hotel initiatives of revenue and guest satisfaction increasing strategies. Maintain strong relations with franchisees and serve as an escalation point for consultation to owners and management of hotels. Maintain strong relations with franchisees around owner economics and complexities Provide guidance to owners, management companies, and GMs in problem identification and resolution as well as success factors enhancements and implementations in portfolio across all areas of hotel operations and performance (e.g. Sales, revenue management, operations, new initiatives, standards, F&B, Channels) Deploy Franchise Revenue Managers, Franchise Sales & Marketing Managers, or Operations Delivery Managers to support highly technical/specialized issues at the portfolio and/or property level. Communicate 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. Field incoming calls and answer questions or provide information regarding brand initiatives, hotel standards and operations, rate and inventory management, service and quality planning, renovations, and capital enhancements Continuously monitor performance across commercial and operational areas via internal reporting to assess and prioritize hotel and portfolio issues. Conduct on-site review/coaching in modeling, across all levels of sales, revenue, service, culture execution.

Requirements

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.
7+ years progressive work-related experience with demonstrated proficiency in commercial acumen and 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 complex projects.
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.

Responsibilities

Lead and oversee Franchise Performance Support programs a portfolio of IHG’s upscale brands and strategic hotels and management companies.
Develop strategies to grow revenue; create sales, service and associate cultures; enhance service, and improve quality in all disciplines areas
Lead annual (and ongoing) portfolio meetings with owner to discuss portfolio and individual hotel performance, set performance goals and develop strategic plan for the year
Promote successful implementation of IHG hotel initiatives of revenue and guest satisfaction increasing strategies.
Maintain strong relations with franchisees and serve as an escalation point for consultation to owners and management of hotels.
Maintain strong relations with franchisees around owner economics and complexities
Provide guidance to owners, management companies, and GMs in problem identification and resolution as well as success factors enhancements and implementations in portfolio across all areas of hotel operations and performance (e.g. Sales, revenue management, operations, new initiatives, standards, F&B, Channels)
Deploy Franchise Revenue Managers, Franchise Sales & Marketing Managers, or Operations Delivery Managers to support highly technical/specialized issues at the portfolio and/or property level.
Communicate 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.
Field incoming calls and answer questions or provide information regarding brand initiatives, hotel standards and operations, rate and inventory management, service and quality planning, renovations, and capital enhancements
Continuously monitor performance across commercial and operational areas via internal reporting to assess and prioritize hotel and portfolio issues.
Conduct on-site review/coaching in modeling, across all levels of sales, revenue, service, culture execution.