Mgr. Franchise Performance Support
Posted on: June 25, 2022
Bringing True Hospitality to the world.We want to welcome you to a
world of bringing True Hospitality to everyone. When you join us at
IHG -, you become part of our global family. A welcoming culture of
warmth, honesty and a passion for providing True Hospitality.We
pride ourselves on letting your personality and passions shine,
recognizing the individual contribution you make and supporting
your ambition to learn and create your own career path. In making a
difference to our guests and owners, colleagues and communities,
every day is a chance to create great and unique experiences, in
your own way.With over 370,000 colleagues in nearly 100 countries
sharing our values, there's countless opportunities at your
fingertips.We're growing; grow with us.
Your day to day
***Candidates must reside in the greater Phoenix or Tucson
area***Act as a single point of support from IHG, driving hotel
performance through trusted relationships with owners (and hotel
operators as needed) and fostering growth with existing owners.
Provide consultation and customer service support to ownership and
management of hotels in a pre-determined portfolio within the
Americas Region of approximately 50 owners. Interact with owners
and GM (in live annual meeting) to create strategic plans for
hotels, conduct bi-monthly virtual performance consulting calls
with GM (and owner, if needed), field incoming calls and answer
questions or provide information regarding brand initiatives, hotel
standards and operations, rate and inventory management, and
service and quality planning. Deploy Franchise Revenue Managers,
Franchise Sales & Marketing Managers, or Franchise Operations
Support Managers to support highly technical/specialized
issues.Essential Duties and Responsibilities - (Key Activities)
- Lead annual strategic meeting with each owner/GM to discuss
hotel performance, set performance goals and develop strategic plan
for the year.
- Contact and consult with hotel operators and hotel management
company staff (and owners, if needed) of franchised properties on
performance across the Winning Metrics (including but not limited
to specific revenue opportunities (RevPAR, RGI), sales and
marketing, channel strategy, guest experience, operations) via
bi-monthly virtual performance consulting calls.
- Develop action plans with hotel owners and operators to
implement/execute on strategic plans.
- Answer inbound inquiries and requests from owners and hotel
leadership in portfolio across all areas of hotel operations and
performance (e.g., revenue management, operations, new initiatives,
standards). Work with internal departments to bring
- Assess hotel performance issues and deploy Franchise Revenue
Managers, Franchise Sales & Marketing Managers, or Franchise
Operations Support Managers to consult on highly
technical/specialized issues at the portfolio or individual hotel
- Lead market meetings and Owner conference meetings to cover
broad performance issues, provide face-to-face contact with hotel
leadership and owners efficiently.
- Conduct post-inspection follow-up based on results of
inspection conducted by Hotel Inspections Team.
- Contact Development to share information about potential growth
leads from owners in portfolio.
- Guide work associates in the development of procedures for
hotel executional elements in areas such as guest
services/relations, reservations, sales, and food & beverage, based
on knowledge of ongoing hotel issues obtained from daily contact
with hotel management.
- Interact with PIP, Plan Review, and HOST teams when a hotel is
in pre-opening phases or going through a renovation. Keeps these
teams apprised of any special circumstances at the hotel or with
- Establish contact with owners and/or new hotel opening project
managers to familiarize them with the opening process upon license
- Contact key hotel personnel on outbound call activity to
support revenue-generating activities of the Hotel Operations
- Contact owners when hotel has entered any IHG compliance
processes or about IHG's plans as a hotel nears the end of its
- Provide input at FAC and FCC regarding licensing or termination
of hotels in their portfolio.
- Stay abreast of all IHG interactions with hotels and
owners/management companies in assigned portfolio.
What we need from you
Education -Bachelor's degree in Hotel Management, Business,
Education, or a relevant field of work or an equivalent combination
of education and work-related experience.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.Technical
Skills and Knowledge -
- Demonstrated expertise in hotel operations; of rules, laws and
regulations relating to new hotel openings; and of applicable
systems and programs.
- Demonstrated expertise in commercial areas: 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 ability to keep current with industry
- Demonstrated problem solving and time management skills.
- Demonstrated attention to detail and ability to manage multiple
What we offer
We'll reward all your hard work with a great salary and benefits -
including great room discount and superb training.Join us and
you'll become part of the global IHG family - and like all
families, all our individual team members share some winning
characteristics. As a team, we work better together - we trust and
support each other, we do the right thing, and we welcome different
perspectives. You need to show us you care, that you notice the
little things that make a difference to guests as well as always
looking for ways to improve - click here to find out more about
us.At IHG Hotels & Resorts, we are proud to be an equal opportunity
employer. IHG Hotels & Resorts provides equal employment
opportunities to applicants and employees without regard to an
individual's, race, color, ethnicity, national origin, religion,
sex, sexual orientation, gender identity or expression, age,
disability, marital or familial status, veteran status or any other
characteristic protected by law. IHG is committed to promoting a
culture of inclusion where everyone feels safe, respected, and
valued. We seek talent from all backgrounds to join our teams and
encourage our colleagues to bring their authentic and best selves
Job Reference: USA24685
Keywords: IHG, Phoenix , Mgr. Franchise Performance Support, Other , Phoenix, Arizona
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