Senior Manager, Franchise Performance Support – New York at IHG Career

Atlanta, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

140000.0

Posted On

13 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Performance Consulting, Strategic Business Reviews, Data Analysis, Action Planning, Cross-functional Coordination, Issue Resolution, Guest Experience Improvement, Compliance Management, Owner Engagement, Revenue Management, Sales And Marketing, Operations Support, Risk Mitigation, Influencing Skills, Tableau Dashboards, Excel

Industry

Hospitality

Description

Direct hotel performance for a pre-determined portfolio within the Americas region supporting the RVP at priority hotels, markets and focus brands to improve the overall hotel metrics. Required to work in the field alongside the hotel, owner and operator teams to improve operational and commercial performance and build a culture of excellence on property. Clearly agreed strategies will be documented in the engagement center with regular follow-up to demonstrate impact and influence. Trusted relationships will be built to strengthen owner and operator confidence and drive engagement and participation in IHG programs and events. Strategic consulting, program leadership, and cross-functional coordination across IHG teams will ensure hotels achieve their Winning Metrics and deliver premium branded experience. The role models IHG Elevate behaviors by being ambitious in performance improvement and growth outcomes, showing courage to address difficult performance and compliance conversations, being caring through consistent support and coaching for owners and hotel teams, and being dedicated in follow-through, responsiveness, and measurable results. Your day to day Owner and hotel performance leadership * Collaborate with RVP to lead strategic business reviews with each owner/GM/management company to assess performance, set goals, and align on a prioritized annual plan across revenue, sales, operations, guest experience, and loyalty delivery. * Conduct recurring performance consulting meetings, on-site property visits and virtual calls to review results, remove barriers, and drive execution against agreed actions, use data and insights to guide decisions to improve guest facing metrics and owner returns (RevPAR/RGI, channel strategy, guest experience metrics, loyalty metrics, quality/compliance outcomes, SRR). * Create practical action plans with clear owners/GM accountabilities, timelines, and impact measures; track progress and course correct as needed. * Log all actions and follow ups into the Engagement center to provide a clear picture of hotel status. Cross-functional deployment and issue resolution * Triage portfolio needs and deploys specialist support (Revenue, Commercial Sales & Marketing, Operations Support, Food and Beverage) for complex issues; coordinate plans and ensure sustained execution. Prioritize bottom 30%. * Respond to owner and hotel leadership inquiries across standards, operations, commercial programs, tools and systems, and new initiatives; coordinate internally to bring timely resolution. Guest experience, operations, and quality/compliance performance * Drive measurable improvement in guest experience and service delivery through root-cause analysis, coaching, and operational playbooks and regional priorities aligned to brand standards and Winning Metrics. * Lead post quality inspection follow-up with hotels to address findings, mitigate repeat issues, and improve readiness for future evaluations. * Provide proactive guidance when hotels enter compliance processes or approach license-term milestones, support risk mitigation, recovery plans, and informed decision-making. Market Meetings and Hotel/owner engagement * Contribute to market meetings and owner/hotel forums to communicate strategy, share best practices, and accelerate portfolio-wide performance improvements. * Maintain strong awareness of all IHG interactions with assigned owners/hotels; act as the connector to ensure consistent, high-trust owner experience. New hotel openings, renovations, and change management * Partner with PIP, Plan Review, HOST/NHOP and Development to support openings, conversions, and renovations; ensure owners understand requirements, timelines, and risk points, and that execution stays on track. * Establish early relationships with new owners/project teams upon license execution and guide them through readiness activities and performance foundations. Owner growth with IHG * Identify growth signals within the portfolio (additional deals, conversions, renewals, multi-brand opportunities) and actively partner with Development by sharing qualified leads, owner goals, and market insights. * Strengthen retention by resolving friction points, improving performance trajectory, and reinforcing the IHG value proposition through consistent delivery and follow-through. What we need from you * Bachelors degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience. * 4-7 years progressive work-related experience with demonstrated proficiency in customer service within the Service/Hospitality industry, specifically involving hotel operations and/or training. * Demonstrated expertise in hotel operations * Demonstrated understanding and knowledge of the laws and regulations for both State/Provincial and National. * Demonstrated expertise in commercial areas and platforms: revenue management, sales and marketing, channel strategy * Ability to collaborate/coordinate Specialists to direct services where most needed * Demonstrated clear, concise and succinct communication skills, including adapting both verbal and written communications to the needs and level of user, especially via phone and other virtual means of communication * Demonstrated knowledge of hotel systems, programs and training principles and procedures. * Demonstrated problem solving and time management skills. * Demonstrated attention to detail and ability to manage multiple tasks/clients required. * Demonstrate strong influencing skills * Ability to use AI, Excel, PowerPoint and Tableau Dashboards. Travel – 60% Location – Remote: **Candidate must reside in New York** The salary range for this role is $108,000.00 to $140,000.00. 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. #LI-YM1 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

This role directs hotel performance for a portfolio in the Americas, collaborating with owners and operators to improve operational and commercial metrics through documented strategies and on-site support. Responsibilities include leading strategic business reviews, conducting performance consulting, deploying specialist support for complex issues, and driving measurable improvements in guest experience and compliance.