Field Operations Support Manager - (Denver, CO)

IHG•Atlanta, GA

8h•$84,000 - $110,000•Remote

About The Position

The Field Operations Support Manager works with the Franchise Performance Support (FPS) team and provides consulting across guest experience and hotel operations, including product and quality, service, food and beverage, and people tools and processes. When deployed, this role serves as a primary resource for specialized knowledge of guest experience and hotel operations, helping hotels address issues identified through performance data and develop action plans aligned with strategic goals. The position is remote, with the candidate required to reside in Denver, Colorado, and includes travel of up to 30%.

Requirements

Bachelor's degree in Hotel Management, Human Resources, or a relevant field, or an equivalent combination of education and work-related experience.
Five to seven years of progressive work-related experience.
Demonstrated expertise in operations, product and quality, service, food and beverage, and people tools and processes.
Ability to coordinate with FPS to deliver needed support.
Ability to interpret hotel performance data and develop actionable insights.
Relationship-building and communication skills to establish trust with hotels and drive results.
Leadership, coaching, and training skills, including the ability to inspire others.
Ability to manage multiple tasks and projects with effective follow-through and attention to detail.
Effective verbal and written communication skills for providing information to clients, management, and colleagues.
Knowledge of training principles and procedures for virtual and live classroom settings.
Strong problem-solving and time-management skills.
Conflict management and resolution, negotiation, persuasion, and facilitation skills; ability to lead group discussions.
Ability to work effectively with general managers and hotel leadership teams and manage professional relationships.
Must reside in Denver, Colorado.

Nice To Haves

Hotel operations experience, such as general manager, human resources director, or other multi-unit hotel management experience.
Demonstrated mastery of consulting and business knowledge and understanding of multiple disciplines or processes related to the brand culture position.
Group facilitation and consulting experience.

Responsibilities

Consult with hotel clients on performance gaps in product and quality, service levels, food and beverage execution, staff morale and retention, and training needs.
Recommend programs and tools that support performance initiatives and strategic objectives; help clients assess needs and plan implementation strategies.
Analyze hotel performance data, including data from the Operations Analytics & Insight team, and conduct root-cause analysis to identify potential solutions.
Develop SMART hotel action plans with next steps to improve guest experience and operational performance.
Communicate consulting-session results to the FPS team and coordinate follow-up steps.
Train hotels on brand and guest service behaviors and capabilities, guided by annual quality planning and quality metrics.
Assess desired stakeholder outcomes from processes and advise on efficient and effective ways to achieve them.
Comply with brand-specific and HR tool and program guidelines; consult on effective program management at assigned hotels.
Assist general managers and hotel leadership teams with implementation and ongoing support of brand-specific and HR initiatives.