Field Operations Support Manager (Dallas/Houston or Atlanta)

IHG•Atlanta, GA

5d•$83,000 - $92,000•Remote

About The Position

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]

Requirements

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 – 80%
Location – Remote: Candidate must reside in Dallas or Houston, TX or Atlanta, GA

Responsibilities

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.