Field Operations Support Manager (Houston/New Orleans) at IHG
United States
$80k - $86k
<p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">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.</span></span></p><p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;"><strong>Your day to day </strong></span></span></p><ul style="list-style-type:disc;"><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">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. </span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">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</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Develop hotel action plans specifying key next steps to drive guest experience and operational performance</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Communicate results of consulting session to FPS team and align on next-steps for follow-up</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Train hotels on brand and guest service behaviors/capabilities (guided by annual Quality Planning, tracking against Quality Metrics, etc.– deployed by FPS)</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Understand the results that stakeholders desire from various processes and provide insight into how efficiently and effectively those results can be achieved.</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">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.</span></span></li></ul><p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;"><strong>What we need from you</strong></span></span></p><ul style="list-style-type:disc;"><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Bachelor's Degree in Hotel Management, Human Resources, or a relevant field of work, or an equivalent combination of education and work related experience.</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">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. </span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Demonstrated expertise in operations, product/quality, service, F&B and people tools/processes</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Able to coordinate with FPS to deliver support that is most needed</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Ability to interpret hotel performance data to reach actionable insights to drive performance</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Sufficient relationship-building/communications skills to develop trust with hotels to drive results</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Demonstrated leadership, coaching and training skills. Ability to inspire others.</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Demonstrated ability to manage multiple tasks and projects with effective follow-through and attention to detail.</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Demonstrated effective verbal and written communication skills for the purpose of providing information to clients, management and colleagues.</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Demonstrated knowledge of training principles and procedures required in virtual and live classroom settings.</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Strong problem solving and time management skills required.</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Conflict management/resolution and negotiation/persuasion skills critical.</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Demonstrated effective facilitation skills and ability to lead group discussions for most effective results.</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">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.</span></span></li></ul><p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;"><strong>Travel </strong>– 70%</span></span></p><p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;"><strong>Location </strong>– Remote: **Candidate must reside in Houston, TX or New Orleans, LA**</span></span></p><p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;"><strong>The salary range for this role is $80,000.00 to $86,000.00</strong>. 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. </span></span></p><p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;"><strong>#LI-YM1 </strong></span></span></p>
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