Field Operations Support Manager (Charlotte/Raleigh)
Provide consulting across all areas of guest experience and operations (e.g., product/quality, service, F&B, people tools/processes) when deployed by Franchise Performance Support (FPS) team. 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 FPS team (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.
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 by the FPS team. 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 provided by Operations Analytics & Insight team 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 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.– deployed by FPS)
- 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.
What we need from you
- 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, 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
- Able 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.
- 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 – 70-75%
Location – Remote: Candidate must reside in either the greater Charlotte or Raleigh, NC area
The salary range for this role is $80,000.00 to $86,000.00. This role is also eligible for bonus pay (as applicable). We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.
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About Company
Who we are
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.
Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.