Director, Performance Delivery IMEA, EAPAC & GLPP

Role Purpose

• Maximize Market Performance: Engineer the HPS Europe approach to Performance consuting with hotels based on Market Performance across the region. Analyse Market Performance in order to identify key performance drivers and articulate winning RGI and OSAT strategies for each market. Design and implement the “IHG way for HPS” comprising:
  • Market Performance prioritization model
  • HPS field team deployment model
  • Consulting model to execute winning RGI and OSAT strategy. 
• Elevate the consulting skillset of the HPS field team: Equip the HPS field team with the most impactful consulting tools. Align tool usage with that of HPS Americas and other regions. Collect hotel consulting visit Best Practices from all regions (Americas, AMEA, GC). Develop the “HPS way of Consulting” methodology. Design onboarding program for new HPS members and provide ongoing consulting training to existing HPS team members.
• Lead the central HPS helpdesk: manage a team of HPS central resources comprising the European HPS Help Desk to respond to hotel inquiries regarding IHG enterprise tools and programs. Define and drive escalation and resolution procedures with IHG functions to provide best in class remote operational support to hotels.

Key Accountabilities

Maximize Market Performance:

• Provide IHG Leadership, HPS Field team, and partner functions, key hotel performance insights and reporting on multiple market levels: Regional, HPS divisons, country, city, and hotel level.
• Partner with Corporate Finance on strategy building to ensure alignment with region key priorities (“big rocks”).
• Link with partner functions within Sales & Marketing to collate comprehensive market knowledge
• Develop the HPS field team “plans to win” to execute market performance strategy.
• Develop and deliver performance reporting to internal and external stakeholders
• Design and implement the HPS field team structured trading reviews with hotels to diagnose areas of focus. 
• Author and activate the HPS field team consulting model (A/B/C hotels) including the specific consulting visit types to address the specific areas of focus, to generate positive step change in market performance.
• Leverage partner functions to co-design consulting modules for areas of focus.
• Design and roll out the Enterprise (HPS + partner functions with technical expertise) consulting model: a “S.W.A.T” team approach for priority markets and “at risk” hotels.
• Create and deliver communications plan with hotels and owners

Elevate the consulting skillset of the HPS field team:

• Support VP of HPS in developing consulting skillset of HPS Field team.
• Conduct thorough Talent review of HPS team.
• Author consultant training program for HPS members to elevate hotel performance consulting.
• Connect with HPS Americas and other regions to align consulting practices across regions.
• Link with Manila resources for hotel visit preparation and support.
• Equip HPS field team with strategic consulting tools with (but not limited to) the following capabilities:
  • Diagnosis of hotel performance by hotel and portfolio.
  • Performance goal setting by hotel and portfolio.
  • Strategy setting by hotel and portfolio.
  • “Reporting in” capabilities from HPS Field team.
  • “Reporting out” capabilities to IHG Leadership.

Lead the central HPS helpdesk: 

• Lead HPS helpdesk team comprising managers and coordinators.
• Leverage solutions from the Americas “WARM” desk.
• Implement case system to process hotel issues.
• Define service level agreement and issue escalation model.
• Drive the escalation and resolution of these issues with the appropriate IHG function.
• Identify the Enterprise tools and programs that generate the most support cases, work with partner functions to run them through the “hotel-ready” process in order to solve / reduce need for support.
• Create reporting dashboard for IHG Leadership to monitor issue resolution success rate, and other case statistics, to ensure highest owner satisfaction. 

People Development:

• Coach and develop direct reports (including performance management, personal development, and succession planning). Ensure ongoing support and development is provided to all new employees to the department.

Key Skills & Experiences

Qualifications –

• Bachelor's Degree in Hotel Management or a relevant field of work, or an equivalent combination of education and work related experience.

Experience –

• 10+ years work related experience with specific 10+ years experience in hotel operations (preferably with GM or multi-unit hotel management experience)
• Demonstrated mastery of multiple disciplines/processes related to the position, including hotel operations, revenue management and hotel industry sales and training experience
• Experience working in branded service delivery

Required Skills –

• Self starter with high drive for results, strong problem solving and time management skills required
• Demonstrated ability to manage multiple tasks and projects with follow-through and attention to detail with a high degree of analytical ability
• Strong communications, presentation, negotiation and conflict management skills
• Language skills and cultural awareness essential for effective multi-country communications
• Familiarity with IHG-specific revenue tools and software preferable (e.g., HIRO, HOLIDEX and IHG-supported PMS, including Brilliant and Opera)
• Experience with Microsoft Office software (PowerPoint, Word, Excel, etc) and other relevant scripting tools and software desirable