You are the IHG single point of contact for owners,
responsible for building trusted relationships and aligning with an owners
priorities & performance goals for their assets. You are directly
responsible for supporting performance metrics improvements and asset
optimization using IHG’s tools and your market knowledge, strengthening owner
confidence and supporting growth of IHG’s brands. You will direct hotel
performance for a pre-determined portfolio within the Canada region, analyzing
and supporting action planning for 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, events and use of tools. You will conduct
strategic consulting, demonstrate program leadership, and direct
cross-functional coordination across IHG teams to ensure hotels achieve their
Winning Metrics and delivery on the various branded
experiences.
This role
requires modeling IHG’s 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.
style="font-size: 10pt; line-height: 107%;">Your day
to day
Owner
and hotel performance leadership
style="list-style-type: disc;">
Collaborate
with RVP & IHG support partners 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. 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, Social Review
Ranking). Create practical
action plans with clear owners/GM accountabilities, timelines, and impact
measures; track progress and course correct
as needed. Log all actions
and follow ups into the Engagement center to provide a clear picture of hotel
status.Cross-functional deployment and issue
resolution
- 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%. - Respond to owner
and hotel leadership inquiries across standards, operations, commercial
programs, tools and systems, and new initiatives; coordinate internally to bring
timely resolution.
Guest experience, operations, and quality/compliance
performance
- 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. - Lead post quality
inspection follow-up with hotels to address findings, mitigate repeat issues,
and improve readiness for future evaluations. -
style="font-family: Arial, sans-serif;">Provide proactive guidance when hotels enter compliance
processes or approach license-term milestones, support risk mitigation, recovery
plans, and informed decision-making.
style="font-family: Arial, sans-serif;">Market Meetings and Hotel/owner
engagement
- Contribute to market meetings and owner/hotel forums
to communicate strategy, share best practices, and accelerate portfolio-wide
performance improvements. - Maintain
strong awareness of all IHG interactions with assigned owners/hotels; act as
the connector to ensure consistent, high-trust owner
experience.
New hotel
openings, renovations, and change management
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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.
style="font-family: Arial, sans-serif;">Establish early relationships with new owners/project teams
upon license execution and guide them through readiness activities
and performance foundations.
style="font-family: Arial, sans-serif;">Owner growth with IHG
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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. Strengthen
retention by resolving friction points, improving performance trajectory,
and reinforcing the IHG value proposition through consistent delivery
and follow-through.What
we need from you
- Bachelors degree in Hotel Management, Business,
Education, or a relevant field of work or an equivalent combination of education
and work-related experience. - 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. - Demonstrated expertise in hotel operations
-
style="font-family: Arial, sans-serif;">Demonstrated understanding and knowledge of the laws
and regulations both Provincial and National. -
style="font-family: Arial, sans-serif;">Demonstrated expertise in commercial areas and platforms:
revenue management, sales and marketing, channel
strategy - Ability
to collaborate/coordinate Specialists to direct services where most
needed -
style="font-size: 10pt; 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 - Demonstrated knowledge of hotel systems, programs and training principles
and procedures. - Demonstrated
problem solving and time management skills. -
style="font-family: Arial, sans-serif;">Demonstrated attention to detail and ability to manage
multiple tasks/clients required. -
style="font-family: Arial, sans-serif;">Demonstrate strong influencing
skills -
style="font-size: 10pt; line-height: 107%;">Ability to use AI, Excel, PowerPoint
and Tableau Dashboards.
Travel – 60%
style="font-family: Arial, sans-serif;">Location – Remote:
**Candidate
must reside in Canada - preferably
Eastern Canada such as Montreal or Toronto within close proximity to a major
airport**
The
salary range for this role is $108,000.00 to $145,000.00 CAD.
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, and other benefits
to employees.
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