Manager, Opening Support

InterContinental Hotels Group

Location: US - GA - Atlanta

Jan 10, 2018
Job Details
Do you see yourself as a Manager, Hotel Opening Support?

What's your passion? Whether you're into tennis, shopping or karaoke, at IHG we're interested in YOU. At IHG we employ people who apply the same amount of care and passion to their jobs as they do their hobbies - people who put our guests at the heart of everything they do. And we're looking for more people like this to join our friendly and professional team.

IHG Americas’ Regional Corporate Office is centrally located at the beautiful Ravinia Complex just outside Atlanta’s Perimeter (I-285), offering a convenient commute from all areas of Metro Atlanta. In addition to being easily accessible from all major highways, the complex provides a free shuttle service between the office, the nearby Perimeter Mall and MARTA train station for alternative commuting options during business hours. Our office complex offers many amenities and personal conveniences, including and on-site dry cleaner, private health club, wellness center and restaurants. Atlanta, situated near the North Georgia Mountains, has something for everyone, world class educational institutions, interactive venues, historical sites, beautiful performing arts facilities, professional sports teams – Braves, Falcons, and Hawks, and is home to unique venues including CNN, the Georgia Aquarium, The King Center, World of Coca-Cola, The Carter Center, High Museum of Art, and Zoo Atlanta.

Job Summary – (Role Summary)

The Manager, Hotel Opening Support will oversee and direct the customer service and consulting functional areas within the Hotel Operations Support Department. Ensure the successful delivery of expected levels of service and hotel expertise to owners and operators of existing, converting and pre-opening hotels in the Americas Region. Provide consulting services, tools, and resources to drive revenue growth, increase owner and guest quality satisfaction, and execute Brand & Enterprise strategies. Analyze performance metrics and develop targeted consulting activities for under-performing hotels. Provide consulting services, tools, and resources to ensure on time openings, minimize license opening extensions, and ensure owner satisfaction upon opening. Provide analysis, reporting and customer support to the field-based New Hotel Opening Managers. Ensure that all NHOP proprietary resources and databases are maintained and produce regular reporting on Hotel Openings for the Hotel Operations division and senior IHG staff.

Essential Duties and Responsibilities

* Direct the daily tele-consulting service activities of the corporate-based Hotel Operations Support Team, including (but not limited to) implementation of key performance objectives and professional development plans. Ensure the FSS team provides consultation and guidance to hotels according to approved standards, policies, and best practices.
* Provide communication to hotel management teams, owners, and field-based New Hotel Opening Manager employees on managing key milestones along the opening process from groundbreak to opening.
* Develop proactive consulting activities to support revenue-increasing activities pre and post opening and target hotel management decision-makers, developing action items, analyzing performance data and / or contact protocol, and summarizing the outcome of the consulting action items in terms of total consulting events made and the results of contacts.
* Prepare and submit timely summaries of departmental performance measures. Ensure that all other reports required by other departments are prepared and received in a timely manner. Ensure that professional consulting and other follow-up reports are delivered on a timely basis to Principal Correspondents and hotel General Managers.
* Consult with senior management, key stakeholders (i.e., HPS, Revenue Management, US Sales, Brands, Distribution Marketing, Frequency Marketing, etc.) and regional hotel operators to gather strategic plans and revenue-generating best practices at least 6 months post opening. After analyzing these plans, develop customer service campaigns, tools and resources to ensure successful execution.
* Represent the Hotel Operations division in New Investor Orientation workshops and at regional HPS meetings by presenting the roles and responsibilities within the Hotel Operations organization.
* Responsible for supporting the goals, professional perception, and needs of the Brands. Comply with additional direction as provided by senior Hotel Operations staff or brand marketing. Implement targeted brand objectives to the hotels as needed, providing direction and planning to subordinate staff.
* Direct proactive consulting activities to support timely hotel openings and meet or exceed targeted yearly hotel opening budget. Communicate with key hotel decision-makers; developing action items, analyzing pre-opening performance data and / or contact protocol, and summarize the outcome of the consulting action items in terms of total consulting events made and the results of contacts.
* Recommend, direct and execute process improvement procedures for New Hotel Opening project management. Ensure the Hotel Operations team provides consultation and guidance to hotel owners and operators according to approved standards, policies, and best practices.
* Act as the primary liaison between the NHOP Manager and Area Manager and all internal partners (i.e. Franchise Sales, Field Services, Property Improvement Consultants, Quality Consultants, Sales Development Regional Directors, IT, HSS, etc.) to ensure a consistent line of communication between the corporate office and field team.
* Work to maintain solid client relationships with Principal Correspondent, Key Accounts, and IHG Owner Association members.
* Coach and develop team members; hire, fire, assess, discipline, document performance, recommend salary and classification changes. Guide, coach, train and tutor all direct reports to ensure a good level of productivity and consistency in the consulting process. Provide guidance to direct reports in problem identification and resolution relating to revenue and quality performance.

Band 6

Competitive salary plus bonus potential

Education – Bachelors or Master’s degree in Hotel Management, Business or an equivalent combination of education and work related experience in hotel operations.

Experience – 10+ years progressive work-related experience in hotel management (multi-property hotel operations in senior management roles preferred), with demonstrated proficiency in multiple disciplines/technologies/processes related to the position as well as 5 to 7 years managing teams and significant complex projects.

Technical Skills and Knowledge –
* Demonstrated project management experience in organizing, planning and executing large-scale projects from conception through implementation.
* Demonstrated experience in leading and developing people.
* Demonstrated effective verbal and written communication skills for the purpose of providing information to clients, vendors, hotels, internal clients, senior management, and staff.
* Demonstrated ability to maintain a consistent, high quality customer-focused orientation, including providing clear, accurate information; explaining procedures and making recommendations to increase revenue and quality satisfaction; anticipating problems or questions. Demonstrated experience in customer service and understanding of protocol and program development.
* Demonstrated use of analytical and creative problem solving skills to create effective marketing resources which increase operations effectiveness and encourage revenue generation.
* Demonstrated practical problem solving by developing solutions and/or follow-up plans to quickly resolve communications gaps with hotels, field teams, internal clients, external clients, and senior management.
* Demonstrated ability to analyze and interpret research data on consumer preferences and market trends.
* Demonstrated experience working with central reservations and revenue management systems such as HOLIDEX Plus ® and HIRO/PERFORM, or similar. Demonstrated understanding of property management systems, Global Distribution Systems, accounting, project, customer service and management reporting software for the purpose of troubleshooting on basic customer support issues (i.e. look-up functions, problems with reservations, determining rate schedules while speaking with hotels, etc. – this is not an IT or help-desk oriented function).

Must have the legal right to work in this country

Relocation support is NOT provided for this role

In return we'll give you a competitive financial and benefits package which can include healthcare and dental coverage, disability and life insurance, and a matched 401(k) program. Hotel discounts worldwide are available as well as the chance to work with a great team of people. Most importantly, we'll give you the room to be yourself.

So what's your passion? Please click "Apply Online" and tell us how you could bring your individual skills to IHG.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans

Additional Details
Applicants who do not already have legal permission to work in the United States will not be considered.
Planning, Sales