Consultant, Franchise Operations Support
Hotel Brand:
Location: United States, Georgia, Atlanta
Hotel: Corp Atlanta Ravinia, Three Ravinia Drive, Suite 100, 30346
Job number: 144869
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.
Your day to day
- 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.
What we need from you
- 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
- Strong technical skills including Excel, PowerPoint, Outlook and Microsoft Team
- Bachelor’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience.
- French language proficiency preferred
Location – Atlanta, GA; Our hybrid work structure is an expectation of three (3) days a week in office. This expectation may be adjusted to evolve with the changing needs of the business.
The salary range for this role is $46,226.00 to $77,000.00. 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, 401K, and other benefits to employees.
Who we are
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Important information:
- The salary range listed 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.
- 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.
- If you require reasonable accommodation during the application process, please click here.
- IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
- If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.
