Consultant, Franchise Operations Support

Role Purpose

A global function that provides consultation, resolution and support to all hotel departments, hotel ownership and management groups, IHG internal partners, such as FPS, RMH, & Commercial, as well as external OTA partners and travel agents. Handle incoming/outgoing consultations, as well as educational events, via calls, emails or via Microsoft Teams to answer questions or provide information regarding brand initiatives, hotel standards and operations. Provide troubleshooting and solving for rate and inventory management issues that impact hotel performance and revenue. Solving system connection problems between IHG and partners and any other related technical matters. Handle and resolve OTA/indirect and direct channel distribution/connection issues as well as content related items. Provide support around service and quality planning. Lead in disaster triage for hotels in America's Region, including all natural disasters and any incident on property.

Key Accountabilities

• Specializes in hotel operations that include supporting all current initiatives and policies across the organization. Must be able to solve sophisticated technical issues as well as know and retain high levels of data that support operational function of hotels.
• Investigate booking and content distribution issues and other barriers to revenue generation when reported by hotels, IHG personnel, or travel industry customers. Capture trends and report issues impacting normal hotel operations based on daily contacts.
• Create informational resources for the purpose of providing tools that can be easily accessed by hotel staff, owners, management companies and internal partners allowing the facilitation of self-service support
• Responsible for supporting and trouble shooting distribution errors, rate parity, revenue and systems management.
• Frontline support and triage of significant operational impacts caused by large scale natural disasters in the AMER Region.
• Investigate booking and content distribution issues and other barriers to revenue generation when reported by hotels, IHG personnel, or travel industry customers. Capture trends and report issues impacting normal hotel operations based on daily contacts
• Provide accurate and timely responses to inquiries placed by both internal and external partners needing assistance with the IHG Ecosystem of departments, applications, and initiatives.
• Complete special projects as required.

Key Skills & Experiences

• 5-10 years progressive work-related experience with demonstrated proficiency in hotel operations. Technology proficiencies also a must.
• Experience and knowledge of hotel operations; of rules, laws and of applicable systems and programs
• Strong clear, concise and succinct communication skills, including adapting both verbal and written communications to the needs and level of user. This includes internal teams and partners, hotel General Managers, management executives and hotel owners.
• Must be able to demonstrate and execute on strong troubleshooting skills with attention to detail.
• Strong technical skills to support and troubleshoot system connections between IHG and partners. 
• Demonstrated knowledge and application of hotel systems, programs 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. 
• Ability to create and sustain high impact, trusted relationships
• Ability to see big picture, but possessing strong technical skills,
• Ability to make connections across the business
• Strong communication skills written and verbal
• Proficiency in both written and spoken English is required 
• Strong technical skills including Excel, PowerPoint, Outlook and Microsoft Teams

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.

   

Please note that this is a hybrid position and requires going to the Guadalajara office 3 times per week