Role Purpose
Provide consultation and develop and execute training programs to hotel ownership and management of hotels in a pre-determined territory within the Americas Region. Analyze opportunities for hotels to utilize all IHG tools and resources and provide directed consulting to ensure hotels adopt and implement these tools and resources. Provide one-stop crisis management support when needed and work collaboratively within the organization to resolve issues facing our hotel operators.
Key Accountabilities
Coordinate and monitor the consulting activities of the team to ensure proper support of inbound calls and email requests from hotels, travel agents, and third party intermediaries, and proactive outbound calls and training events.
Develop and facilitate online training programs for hotel owners, general managers, and management company representatives focused around IHG revenue tools, best practices, implementation of new standards and legal requirements, and general hotel operations.
Research and analyze hotel performance and implementation of IHG tools and programs for 5-7 major markets in the Americas.
Ensure new GMs have full understanding of IHG tools and resources available to them.
Develop rapport with hotel owners and work collaboratively with Hotel Performance Support, Revenue Management, and Sales to support hotel specific action plans.
Organize and lead cross-functional discussions with internal IHG subject matter experts.
Provides hotel crisis management support in times of emergencies.
Review regional trends, issues, and opportunities with the Hotel Performance Support area managers in the region monthly.
At the direction of the Senior Manager, independently complete special projects that increase hotel performance and guest satisfaction.
Key Skills & Experiences
Education –
Bachelors or Master's degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience. Proficiency in English and Spanish, Portuguese desirable.
Experience –
Analytics and Project management. Hospitality Multi-unit operations and/or major market operations highly desired.
Technical Skills and Knowledge –
Demonstrated ability to effectively analyze hotel operations and discover opportunities for hotels to implement tools, programs, and best practices.
Demonstrated knowledge of hotel operations and applicable systems and programs.
Demonstrated clear, concise and succinct communication skills.
Demonstrated knowledge of hotel systems, programs, revenue management and training principles and procedures.
Demonstrated ability to keep current with industry trends/changes.
Demonstrated problem solving and time management skills.
Demonstrated attention to detail and ability to manage multiple tasks/clients required.
Demonstrated aptitude to learn and adapt to fast changing environment.
Demonstrated project management experience in organizing, planning and implementing program and promotion rollouts.
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