Manager, Hotel Performance Support, SWA

Key Accountabilities

Accountable for enhancing the hotel performance metrics of the assigned portfolio quarterly by formulating a service support strategy for each hotel and developing and monitoring comprehensive performance plans that align with the overall goals of each property.

Facilitate proactive virtual consulting sessions with General Managers and their leadership teams to achieve performance enhancements, concentrating on adopting IHG tools, best practices, implementing new standards, commercial initiatives, and hotel operations.

Develop a robust analysis using IHG reporting tools to understand the hotel's areas of opportunity, strengths, and opportunities to discuss during virtual calls with the hotel GM while facilitating a root cause analysis exercise to drive operational and commercial performance throughout the team.

Create a SMART action plan to execute the insights from the call and the consultant's recommendations to enhance the hotel service profit chain.

Support internal compliance programs.

Manage internal resources when necessary to resolve issues impacting performance.

Build solid and effective rapport with hotel leaders and their teams, IHG Field Operations teams, and key internal stakeholders.

Conduct regular meetings with the designated Field Operations leader in the region to ensure alignment of efforts and confirm that the support provided to the allocated portfolio is consistent with the business unit strategy.

Plan, develop, and execute scaled activities in agreement with the relevant Field Operations leaders in market to positively impact overall market trends.

Ensure a suitable call ratio that aligns with frequency expectations while accurately documenting interactions in the relevant systems, including capturing critical information before, during and after the calls.

Support newly opened hotels in achieving an optimal ramp-up by leveraging embedded IHG knowledge and tools while educating them on how to analyse their performance and concentrate on areas for improvement.

Introduce new General Managers to IHG tools, processes, and the concept of hotel metrics, ensuring they feel welcomed and informed.

Educational Attainment

Bachelors or master’s degree in Hotel Management, Business

Experience

Deep experience in hotel operations and functions

More than 4 years of progressive work-related experience with demonstrated proficiency in customer service in the hospitality and hotel industry involving operations, training and/or commercial.

International hotel brand operations or commercial experience in a senior management role

Able to demonstrate external industry knowledge and continuous learning, keeping up to date with current trends

Has a deep understanding of the markets and the context of operating in a diverse region

Critical Expertise

Ability to work in consultancy on multiple projects

Flexibility in approach and communication style

Initiative to work independently

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