Franchise Performance Support Manager – Canada

IHG•Toronto, ON

7d•Remote

About The Position

You are the IHG single point of contact for owners, responsible for building trusted relationships and aligning with an owners priorities & performance goals for their assets. You are directly responsible for supporting performance metrics improvements and asset optimization using IHG’s tools and your market knowledge, strengthening owner confidence and supporting growth of IHG’s brands. You will direct hotel performance for a pre-determined portfolio within the Canada region, analyzing and supporting action planning for priority hotels, markets and focus brands to improve the overall hotel metrics. Required to work in the field alongside the hotel, owner and operator teams to improve operational and commercial performance and build a culture of excellence on property. Clearly agreed strategies will be documented in the engagement center with regular follow-up to demonstrate impact and influence. Trusted relationships will be built to strengthen owner and operator confidence and drive engagement and participation in IHG programs, events and use of tools. You will conduct strategic consulting, demonstrate program leadership, and direct cross-functional coordination across IHG teams to ensure hotels achieve their Winning Metrics and delivery on the various branded experiences. This role requires modeling IHG’s Elevate behaviors by being ambitious in performance improvement and growth outcomes, showing courage to address difficult performance and compliance conversations, being caring through consistent support and coaching for owners and hotel teams, and being dedicated in follow-through, responsiveness, and measurable results.

Requirements

Bachelors degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.
4-7 years progressive work-related experience with demonstrated proficiency in customer service within the Service/Hospitality industry, specifically involving hotel operations and/or training.
Demonstrated expertise in hotel operations
Demonstrated understanding and knowledge of the laws and regulations both Provincial and National.
Demonstrated expertise in commercial areas and platforms: revenue management, sales and marketing, channel strategy
Ability to collaborate/coordinate Specialists to direct services where most needed
Demonstrated clear, concise and succinct communication skills, including adapting both verbal and written communications to the needs and level of user, especially via phone and other virtual means of communication
Demonstrated knowledge of hotel systems, programs and training principles and procedures.
Demonstrated problem solving and time management skills.
Demonstrated attention to detail and ability to manage multiple tasks/clients required.
Demonstrate strong influencing skills
Ability to use AI, Excel, PowerPoint and Tableau Dashboards.

Responsibilities

Collaborate with RVP & IHG support partners to lead strategic business reviews with each owner/GM/management company to assess performance, set goals, and align on a prioritized annual plan across revenue, sales, operations, guest experience, and loyalty delivery.
Conduct recurring performance consulting meetings, on-site property visits and virtual calls to review results, remove barriers, and drive execution against agreed actions, use data and insights to guide decisions to improve guest facing metrics and owner returns (RevPAR/RGI, channel strategy, guest experience metrics, loyalty metrics, quality/compliance outcomes, Social Review Ranking).
Create practical action plans with clear owners/GM accountabilities, timelines, and impact measures; track progress and course correct as needed.
Log all actions and follow ups into the Engagement center to provide a clear picture of hotel status.
Triage portfolio needs and deploys specialist support (Revenue, Commercial Sales & Marketing, Operations Support, Food and Beverage) for complex issues; coordinate plans and ensure sustained execution. Prioritize bottom 30%.
Respond to owner and hotel leadership inquiries across standards, operations, commercial programs, tools and systems, and new initiatives; coordinate internally to bring timely resolution.
Drive measurable improvement in guest experience and service delivery through root-cause analysis, coaching, and operational playbooks and regional priorities aligned to brand standards and Winning Metrics.
Lead post quality inspection follow-up with hotels to address findings, mitigate repeat issues, and improve readiness for future evaluations.
Provide proactive guidance when hotels enter compliance processes or approach license-term milestones, support risk mitigation, recovery plans, and informed decision-making.
Contribute to market meetings and owner/hotel forums to communicate strategy, share best practices, and accelerate portfolio-wide performance improvements.
Maintain strong awareness of all IHG interactions with assigned owners/hotels; act as the connector to ensure consistent, high-trust owner experience.
Partner with PIP, Plan Review, HOST/NHOP and Development to support openings, conversions, and renovations; ensure owners understand requirements, timelines, and risk points, and that execution stays on track.
Establish early relationships with new owners/project teams upon license execution and guide them through readiness activities and performance foundations.
Identify growth signals within the portfolio (additional deals, conversions, renewals, multi-brand opportunities) and actively partner with Development by sharing qualified leads, owner goals, and market insights.
Strengthen retention by resolving friction points, improving performance trajectory, and reinforcing the IHG value proposition through consistent delivery and follow-through.