Manager, Operations Support and Performance – Luxury & Lifestyle

IHG•Atlanta, GA

2d•Hybrid

About The Position

Provide consulting across all areas of guest experience and operations (e.g., product/quality, service, F&B, people tools/processes) when deployed to various hotel assignments. 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 by data and develop hotel action plan to reflect necessary steps to remedy issues and meet goals outlined in the strategic plan. Your day to day Consult with key clients to address performance gaps in product/quality, service levels, F&B execution, hotel staff morale/retention and training needs when deployed. 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 to develop insights around potential solutions to hotel performance issues in the areas of guest experience and operations Develop hotel action plans specifying key next steps to drive guest experience and operational performance Communicate results of consulting session to Operations 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 operational 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 operational initiatives.

Requirements

Bachelor's Degree in Hotel Management or a relevant field of work, or an equivalent combination of education and work related experience.
5 to 7 years progressive work-related experience.
Demonstrated expertise in operations, product/quality, service, F&B and people tools/processes
Able to coordinate with Operations 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.
Demonstrated 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.
Demonstrated 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 – 30-40%
Location – Atlanta, GA: Our hybrid work structure is an expectation of three (3) days a week in office. This expectation may be adjusted to evolve with the changing needs of the business.

Nice To Haves

Experience in full service hotel operations (as AGM, Operations Manager, Department head 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.

Responsibilities

Consult with key clients to address performance gaps in product/quality, service levels, F&B execution, hotel staff morale/retention and training needs when deployed.
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 to develop insights around potential solutions to hotel performance issues in the areas of guest experience and operations
Develop hotel action plans specifying key next steps to drive guest experience and operational performance
Communicate results of consulting session to Operations 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 operational 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 operational initiatives.