Responsible for the performance of the AMER Luxury and Lifestyle managed and franchise portfolio of hotels with total annual revenues exceeding USD $2billion. Manage relationships with owners and hotel management staff to optimize relationships, the value of IHG brands and services, and ensures compliance with quality and operational standards.
- Act as key Owner Relationship Manager and drive owner engagement; be the escalation point for owner relationships across Luxury and Lifestyle AMER portfolio of hotels.
- Driving operational performance excellence across Luxury and Lifestyle AMER hotel as measured through Hotel Metrics
- Driving requirements to achieve IHG and owner’s expectations in revenue delivery, profitability, improvement of the asset value and return on investment of hotels in defined portfolio.
- Work collaboratively across peers and functional disciplines (in a matrix organization) to exceed operations excellence and owner returns, delivering exceptional hotel and corporate metrics.
- Provide direction and support to Regional Vice President of Operations, Performance Leadership Team (PLT) and direct report General Managers across L&L AMER, in diagnosing, addressing and resolving hotel problems; and in analyzing local market activities to determine what competitive actions, if any, should be taken. Review changes in hotel organizational structures and/or headcount additions.
- Provide oversight through the RVP’s and Performance leadership teams (PLT) in developing the hotel annual business plan, marketing plan, cash flow and guide the development of the capital expenditure plan for area of responsibility.
- Monitor the industry and competitor trends, shifting market conditions and provide proactive strategic direction to deliver above competitor and market returns.
- Provide direction and Support to the Director of Operations Support to deliver exceptional guest experiences and metrics through creative support solutions and proactive management. And partner with Brand Support teams to develop strategies to increase brand awareness by focusing on points of difference, implementation of standards, and ensuring that standards are guest driven while providing ownership value.
- Ensure effective implementation and application of corporate programs, tools, and systems to drive hotel revenues, quality, and service levels to achieve brand standards and maximize hotel performance.
- Foster and champion, a positive work environment through providing True Hospitality for Good at work, embracing IHG values and ways of working across all hotels, allowing for brand culture to thrive.
- Champion the DE&I (diversity equity & inclusion) agenda across AMER and model the way through proactive leadership and engagement at every opportunity.
- Prioritize Director of Operations, Hotel (General Manager), No 2-talent pipelining and a culture of learning in the region.
- Support L&L AMER strategic projects and workstreams and represent operations across key AMER wide projects, including the project oversight of the Workforce Optimization Tool roll out and implementation.
- Monitor allocated budget to control costs.
- Coach and develop team members; hire, fire, assess, discipline, document performance, recommend salary and classification changes. Act as an advisor to subordinate managers or staff to help meet established schedules and/or resolve technical or operational problems.
Educational Attainment:
Bachelor’s or master’s Degree in a relevant field of work or an equivalent combination of education and work-related experience
Critical Expertise & Experience:
10+ years progressive work-related experience in hotel operations, and key business integration as well as 5 to 7 years managing significant complex projects with demonstrated proficiency in multiple disciplines, including but not limited to financial evaluation and forecasting, performance measurement, process/program redesign, change management and business strategy formulation.
Technical Skills & Knowledge:
Demonstrated knowledge and experience in strategic planning, project management, and business case modelling.
Demonstrated analytical and conceptual skills in identifying risks and opportunities, as well as developing effective solutions to business problems.
Ability to align leadership across functions to achieve established business objectives using influencing, analytical and business case skills.
Direct Supervisor:
SVP, Managing Director L&L AMER
Direct Reports:
- Hotel Regional Director of Operations
- Regional Vice President Operations
- Director of Operations Support
- Workforce Optimization Project Director
The salary range for this role is $200,000 to $350,000. This is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
**This job is also eligible for bonus pay.
At IHG, we believe in taking care of our employees. That's why we offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and any other benefits to eligible employees. We want you to feel secure and cared for, so you can focus on bringing True Hospitality to the world.
Note: No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
