Field Operations Support Manager

OperationsOperationsOtherRemoteLeadTeam 10,001

Location

United States

Posted

90 days ago

Salary

$80K - $86K / year

Seniority

Lead

No structured requirement data.

Job Description

Field Operations Support Manager

IHG

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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. Qualifications - 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. - 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. Requirements - 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. Benefits - 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. Travel - 70% Location - Remote: Candidate must reside in Houston, TX or New Orleans, LA.

Job Requirements

  • 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.
  • 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.

Benefits

  • 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.
  • Travel
  • 70%
  • Location
  • Remote: Candidate must reside in Houston, TX or New Orleans, LA.

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