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
• 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 4 times per week

If you're interested, please apply with your resume in English

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.

---