Consultant, Franchise Operations Support

Role Purpose

Provide customer service, consultation,
and operational support to hotel operators, IHG corporate employees,
and external partners globally. Manage inquiries, communications, onboarding
programs, compliance initiatives, and data management activities that support
hotel operations, brand standards, and business objectives.
When needed,
provide outbound calls and e-mails to hotel operators to communicate important
IHG information, such as operating requirements and important deadlines. Support
AMER Quality with various compliance tasks and campaigns. Implement tailored
onboarding programs for new department heads or managers at IHG hotels in
the Americas region.
 

Key
Accountabilities

• Receive and manage inbound inquiries
  from IHG hotels, corporate employees, and external partners, providing
  consultation and resolution on hotel operations, brand initiatives, distribution
  channels, revenue management systems, compliance requirements, and other
  operational matters. 
• Route and coordinate inquiries with internal
  stakeholders and regional support teams to ensure timely issue resolution and
  a high level of customer service. 
• Investigate hotel operational,
  booking, and content distribution issues, identify trends impacting revenue
  generation or hotel performance, and escalate concerns
  as necessary. 
• Maintain accurate hotel, above-property,
  and corporate data within GOLS and related systems, processing updates
  to support data integrity, reporting accuracy, and business
  continuity. 
• Coordinate onboarding activities for newly appointed
  hotel leaders, including General Managers, Directors of Sales, Sales Managers,
  and other department heads, through welcome communications, attendance tracking,
  and engagement support. 
• Support the Commercial Team's Commercial
  Termination process by facilitating the timely transfer of corporate accounts
  from closing hotels to nearby IHG properties to minimize business disruption
  and protect revenue opportunities. 
• Support the Dedicated Sales
  Leader (DSL) Compliance Program by maintaining accurate sales leader records
  and administering Director of Sales (DOS) and Commercial Service Waiver
  processes to ensure compliance and operational consistency. 
• Manage
  the upload, maintenance, monitoring, and reporting of Action Plans and other
  compliance-related initiatives within the Engagement
  Center. 
• Administer and respond to inquiries received through
  the GM Welcome, DSL Compliance, and Sales Welcome mailboxes, ensuring adherence
  to service level agreements (SLAs) and prompt resolution of stakeholder
  concerns. 
• Prepare and distribute compliance reports, letters,
  communications, and campaign materials related to Guest Love, Standards, hotel
  compliance tracking, and other Quality initiatives. 
• Monitor
  Mandatory Improvement Plans, compliance certificates, and other operational
  programs across AMER hotels, reporting trends and supporting follow-up
  activities as required. 
• Support AMER Quality and Commercial teams
  through compliance campaigns, report generation, tracking activities, data
  analysis, and stakeholder communications. 
• Execute outbound
  communication campaigns to hotel leaders and operators, conveying
  business-critical information, operating requirements, program updates, and key
  deadlines. 
• Build and maintain strong relationships with hotel
  operators and stakeholders, serving as a trusted partner dedicated to delivering
  efficient, accurate, and high-quality support. 
• Remain
  knowledgeable of IHG standards, systems, initiatives, and operational programs,
  applying expertise to support hotel education, compliance, and operational
  excellence.
• At the direction of the Operations Manager, independently
  complete ad hoc projects that impact performance on revenue and support our
  partner
  teams. 
   

Qualifications 

• Ability
  to interpret available information, visualize and articulate recommendations
  or solutions for both basic and complex problems.  
• Self-starter
  with high drive for results, demonstrated excellent foresight, problem solving
  and time management skills
• Ability to create and sustain high impact
  trusted relationships with peers, local support groups, internal and external
  partners.
• Experience and knowledge of hotel operations and content
  standards and guidelines enabling operational excellence in driving
  revenue.
• Demonstrated clear, concise, and succinct communication skills,
  including adapting both verbal and written communications to the needs and level
  of user. Must be able to provide clear instructions and remain composed
  and professional when handling emergency situations
• Demonstrated
  attention to detail and ability to manage multiple tasks/clients
  required. 
• Demonstrated knowledge of hotel systems
  and procedures.
• Demonstrated ability to keep current with industry
  trends/changes.
• Ability to see the bigger picture; demonstrated aptitude
  to learn and adapt to fast changing environment and provide insights to help
  drive the business.
• Utilization of a contact management system with
  an ability to clearly document call details and any timely follow-up notes
  and actions as required.
• Strong technical skills in utilizing Microsoft
  O365 applications including but not limited to, Excel, PowerPoint, SharePoint,
  Teams.
  
  Experience in Salesforce and other cloud-based platforms is highly preferred
  but not required.
• Strong technical skills in utilizing mail merge,
  and EmailOpen is highly preferred but not required.
• Proficiency in Excel
  covering complex formulas and automation (MACROS, VBasic preferred), create
  and manipulate charts and pivot tables for data analysis and trend
  reporting.
   

Education

• Bachelor’s degree in Hotel
  Management, Business, Education, or a relevant field of work or an equivalent
  combination of education and work-related experience.