Senior Manager, Franchise Performance Support – New York at IHG
United States
$108k - $140k
<p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Direct hotel performance for a pre-determined portfolio within the Americas region supporting the RVP at priority hotels, markets and focus brands to improve the overall hotel metrics. Required to work in the field alongside the hotel, owner and operator teams to improve operational and commercial performance and build a culture of excellence on property. Clearly agreed strategies will be documented in the engagement center with regular follow-up to demonstrate impact and influence. Trusted relationships will be built to strengthen owner and operator confidence and drive engagement and participation in IHG programs and events. Strategic consulting, program leadership, and cross-functional coordination across IHG teams will ensure hotels achieve their Winning Metrics and deliver premium branded experience.</span></span></p><p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">The role models IHG Elevate behaviors by being ambitious in performance improvement and growth outcomes, showing courage to address difficult performance and compliance conversations, being caring through consistent support and coaching for owners and hotel teams, and being dedicated in follow-through, responsiveness, and measurable results.</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><p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;"><strong>Owner and hotel performance leadership</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%;">Collaborate with RVP to lead strategic business reviews with each owner/GM/management company to assess performance, set goals, and align on a prioritized annual plan across revenue, sales, operations, guest experience, and loyalty delivery.</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Conduct recurring performance consulting meetings, on-site property visits and virtual calls to review results, remove barriers, and drive execution against agreed actions, use data and insights to guide decisions to improve guest facing metrics and owner returns (RevPAR/RGI, channel strategy, guest experience metrics, loyalty metrics, quality/compliance outcomes, SRR). </span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Create practical action plans with clear owners/GM accountabilities, timelines, and impact measures; track progress and course correct as needed. </span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Log all actions and follow ups into the Engagement center to provide a clear picture of hotel status.</span></span></li></ul><p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;"><strong>Cross-functional deployment and issue resolution</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%;">Triage portfolio needs and deploys specialist support (Revenue, Commercial Sales & Marketing, Operations Support, Food and Beverage) for complex issues; coordinate plans and ensure sustained execution. Prioritize bottom 30%.</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Respond to owner and hotel leadership inquiries across standards, operations, commercial programs, tools and systems, and new initiatives; coordinate internally to bring timely resolution. </span></span></li></ul><p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;"><strong>Guest experience, operations, and quality/compliance performance</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%;">Drive measurable improvement in guest experience and service delivery through root-cause analysis, coaching, and operational playbooks and regional priorities aligned to brand standards and Winning Metrics. </span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Lead post quality inspection follow-up with hotels to address findings, mitigate repeat issues, and improve readiness for future evaluations. </span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Provide proactive guidance when hotels enter compliance processes or approach license-term milestones, support risk mitigation, recovery plans, and informed decision-making. </span></span></li></ul><p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;"><strong>Market Meetings and Hotel/owner engagement</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%;">Contribute to market meetings and owner/hotel forums to communicate strategy, share best practices, and accelerate portfolio-wide performance improvements. </span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Maintain strong awareness of all IHG interactions with assigned owners/hotels; act as the connector to ensure consistent, high-trust owner experience. </span></span></li></ul><p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;"><strong>New hotel openings, renovations, and change management</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%;">Partner with PIP, Plan Review, HOST/NHOP and Development to support openings, conversions, and renovations; ensure owners understand requirements, timelines, and risk points, and that execution stays on track. </span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Establish early relationships with new owners/project teams upon license execution and guide them through readiness activities and performance foundations. </span></span></li></ul><p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;"><strong>Owner growth with IHG</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%;">Identify growth signals within the portfolio (additional deals, conversions, renewals, multi-brand opportunities) and actively partner with Development by sharing qualified leads, owner goals, and market insights. </span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Strengthen retention by resolving friction points, improving performance trajectory, and reinforcing the IHG value proposition through consistent delivery and follow-through.</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%;">Bachelors degree in Hotel Management, Business, Education, 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%;">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.</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Demonstrated expertise in hotel operations</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Demonstrated understanding and knowledge of the laws and regulations for both State/Provincial and National.</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Demonstrated expertise in commercial areas and platforms: revenue management, sales and marketing, channel strategy</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Ability to collaborate/coordinate Specialists to direct services where most needed</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">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</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Demonstrated knowledge of hotel systems, programs and training principles and procedures. </span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Demonstrated problem solving and time management skills. </span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Demonstrated attention to detail and ability to manage multiple tasks/clients required. </span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Demonstrate strong influencing skills</span></span></li><li><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;">Ability to use AI, Excel, PowerPoint and Tableau Dashboards.</span></span></li></ul><p><span style="font-family:"Arial",sans-serif;"><span style="font-size:10.0pt;line-height:107%;"><strong>Travel </strong>– 60%</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 New York**</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 $108,000.00 to $140,000.00</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> <br>At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey? <br><p class="MsoNormal"><b>Who we are</b></p> <p class="MsoNormal"></p> <p class="MsoNormal" style="margin-bottom:0in;">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.</p> <p class="MsoNormal" style="margin-bottom:0in;"><br/></p> <p class="MsoNormal" style="margin-bottom:0in;">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.</p> <p class="MsoNormal" style="margin-bottom:0in;"><br/></p> <p class="MsoNormal" style="margin-bottom:0in;">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.</p> <p class="MsoNormal" style="margin-bottom:0in;"><br/></p> <p class="MsoNormal" style="margin-bottom:0in;">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.</p> <p class="MsoNormal" style="margin-bottom:0in;"><br/></p> <p class="MsoNormal" style="margin-bottom:0in;">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.</p>
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