Head of Operations

IHG

3d•$183,751 - $220,000•Hybrid

About The Position

This role is both strategic and functional, making significant contributions across operations, sales, commercial, and franchise areas. It is directly accountable for delivering exceptional experience to hotel operators, owners, and internal and external partners. The position sets both long-term and short-term strategies aimed at creating a differentiated, world-class customer experience while providing leadership and strategic direction. The role supervises, supports, and develops teams to drive effectiveness and foster an inclusive workplace. It requires a strong ability to influence, build networks, and form alliances, collaborating across functions to create strategic relationships. Success in this position demands a balance of big-picture thinking and technical expertise, ensuring seamless execution of initiatives and impactful outcomes.

Requirements

Bachelor’s degree in Hotel Administration (or equivalent) plus 5–10 years of progressive hotel operations experience, including technology proficiency.
Strong knowledge of hotel operations, systems, programs, rules, and industry trends; ability to troubleshoot system connections between IHG and partners.
Advanced technical skills (Excel, PowerPoint, Outlook, Teams), attention to detail, problem-solving, time management, and ability to manage multiple tasks.
Clear, concise verbal and written communication tailored to diverse audiences; ability to create and sustain trusted, high-impact relationships.
Proven experience organizing, planning, and implementing rollouts, pilot programs, and training events; ability to lead and deliver new initiatives independently.
Skilled in creating executive-level reports/presentations and maintaining accurate documentation in contact management systems with timely follow-up actions.
Decisions directly influence relationships with key customers, owners, investors, and franchisees; ability to see the big picture while connecting across the business.

Responsibilities

Provide strategic direction and leadership for direct and indirect teams, ensuring operational standards such as support desk response times are met.
Plan, implement, and maintain strategic business initiatives across all functions within the division.
Develop and manage strategic relationships across commercial, sales, and operations teams to drive revenue-impacting results and positive partner experiences.
Lead, coach, and develop leadership teams, offering escalation support and fostering innovation for continuous improvement.
Introduce creative ideas and enhancements to tools, systems, and processes to improve efficiency and deliver a world-class customer experience.
Utilize data analysis and trends to prioritize operational interventions and support business units in achieving growth targets.
Oversee development and implementation of tools, systems, and processes that enhance operational efficiency, effectiveness, and productivity.