ディレクター、フランチャイズホテル & オペレーションサポート日本 & ミクロネシア（東京コーポレートオフィス）Director, Franchis at IHG Career

Minato, , Japan -

Full Time

Start Date

Immediate

Expiry Date

05 Oct, 26

Salary

0.0

Posted On

07 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Hotel Management, Franchise Operations, Stakeholder Management, Performance Analysis, Guest Experience Management, Revenue Management, Brand Standard Compliance, Loyalty Program Management, Strategic Planning, Commercial Performance, Japanese Language, English Language

Industry

Hospitality

Description

ディレクター、フランチャイズパフォーマンス＆オペレーションサポート日本＆ミクロネシアとして、あなたはシニアレベルのリーダーであり、フランチャイズホテルの運営、顧客体験、ロイヤリティ、およびコマーシャルパフォーマンスの向上に加え、DOP（Director of Operationsオペレーション・ディレクター）を通じて日本およびミクロネシア全域のホテル全体に対する運営支援を担当します。この役割は、以下の2つの要素に分かれています： 1. フランチャイズ・サポート：この役割は、特に以下の分野において、大規模かつ測定可能なパフォーマンスの向上を推進することを目的としています： 1. ゲスト・ラブ・スコア 2. ロイヤリティ・プログラムの認知度および加入者数 3. ゲスト満足度指数（ソーシャルメディアのスコアを含む） 4. 主要競合他社とのRevPAR指数比較 5. フランチャイズの総支配人およびオーナーにとって信頼できる業績向上パートナーとしての役割を果たします 2. 運営支援：マネージドホテルを統括するオペレーション・ディレクターとの重要な連携窓口として機能し、ポートフォリオ全体における方針の整合性、明確性、および規律ある実行を確保します。日々の業務フランチャイズの業績と顧客体験 • 「ゲスト・ラブ」、GSI、評判スコア、ロイヤリティ指標など、主要なフランチャイズ業績指標の推移を管理する。 • フランチャイズホテルをセグメント化（高業績、成長中、リスクあり）し、的を絞った拡張可能な業績改善策を展開する。 • フランチャイズポートフォリオ全体で、ブランド基準とサービス文化が一貫して定着するよう確保する。 • 監査・レビュー・評価後のアクションプランを確実に実行に移し、持続的な改善を実現する。ロイヤリティおよびブランド基準の定着 • フランチャイズホテルにおいて、ロイヤリティプログラムの認知度向上と会員登録を推進する。 • ブランド、ロイヤリティ、CPD（Central Performance Delivery）チームと連携し、期待事項を明確化し、実行力を向上させる。 • ブランド基準の遵守、ゲストの認識、およびコマーシャルパフォーマンスの関連性を強化する。ステークホルダーおよびオーナーとの連携 • オーナーの営業、収益、マーケティング各チームと連携し、RevPAR指数の向上および競争力強化を支援する。 • 業績データ、ベンチマーク、インサイトを活用して、営業上のリスクと機会を特定する。 • フランチャイズホテルが、インサイトを具体的な運営・営業上の行動へと転換できるよう支援する。 • 営業上の目標とブランド基準、および持続可能な成果の達成とのバランスを図る。 • フランチャイズオーナー、DOP（Director of Operations）、および総支配人にとって、信頼でき頼りになる運営パートナーとしての役割を果たす。 • 明確かつプロフェッショナルな姿勢で、業績に関する対話、レビュー、および是正措置を主導する。 • 規律あるコミュニケーションと確実なフォローアップを通じて、オーナーの信頼を維持する。応募要件 • ホテル経営学、経営学の学士号、またはそれ以上の学位／同等の資格 • 5～10年のホテル経営実務経験、またはそれと同等の学歴と実務経験の組み合わせ • 求められる実務経験は、事業の規模や複雑さによって異なる場合があります • ビジネスレベルの日本語および英語力（読解・作文・会話）が必須 As Director of Operations – Franchise Performance & Operations Support, you are a senior regional leader responsible for improving the operational, guest, loyalty, and commercial performance of the franchise estate as well as Operational support to the entire estate across Japan & Micronesia through the DOP’s. The role is divided into two components: 1. Franchise Support: This role exists to drive measurable performance uplift at scale, specifically across: 1. Guest Love Score 2. Loyalty Recognition & Enrolment 3. Guest Satisfaction Index (including social media scores) 4. RevPAR Index versus key competitors 5. You act as a trusted performance partner to Franchise General Managers and Owners 2. Operations Support: act as a critical interface to the Directors of Operations overseeing the managed estate—ensuring alignment, clarity, and disciplined execution across the total portfolio. Your day to day Franchise Performance & Guest Experience • Own the trajectory of key franchise performance metrics, including Guest Love, GSI, reputation scores, and loyalty measures. • Segment the franchise estate (high-performing, developing, at-risk) and deploy targeted, scalable performance actions. • Ensure consistent adoption of brand standards and service culture across the franchise portfolio. • Drive follow-through on post-audit, post-review, and post-assessment action plans to deliver sustained improvements. Loyalty & Brand Adoption • Champion Loyalty Recognition and Enrolment across the franchise estate. • Partner with Brand, Loyalty, and CPD teams to simplify expectations and improve execution. • Reinforce the connection between brand compliance, guest perception, and commercial performance. Stakeholder & Owner Engagement • Partner with owner’s Commercial, Revenue, and Marketing teams to support improved RevPAR Index and competitive positioning. • Use performance data, benchmarking, and insights to identify commercial risks and opportunities. • Support franchise hotels in converting insights into practical operational and commercial actions. • Balance commercial ambition with brand standards and sustainable delivery. • Act as a credible, trusted operational partner to Franchise Owners, DOP’s and General Managers. • Lead structured performance conversations, reviews, and interventions with clarity and professionalism. • Maintain owner confidence through disciplined communication and follow-through. What we need from you • Bachelor’s degree, or higher education qualification / equivalent in Hotel Administration, Business Administration • Five to ten years’ of prior hotel management experience, or equivalent combination of education and experience • Experience required may vary based on size and complexity of operation • Must have business level Japanese and English (Read/Write/Speak) At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey? Who we are At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG. Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love. We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate. We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference. Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

Responsibilities

Lead the operational, guest, and commercial performance of franchise hotels across Japan and Micronesia. Act as a critical interface between franchise owners and the managed estate to ensure brand alignment and disciplined execution.