InterContinental Grenada (IHG) is hiring a Field Operations Support Manager to act as a key performance consultant for our franchise hotels. Deployed by the Franchise Performance Support (FPS) team, you will provide specialized expertise across all areas of guest experience and operations to drive measurable improvements.
What You'll Do
- Consult with key hotel clients to address performance gaps in product/quality, service levels, F&B execution, staff morale/retention, and training needs.
- Analyze hotel performance data to develop insights and identify potential solutions.
- Develop detailed hotel action plans specifying key next steps to drive guest experience and operational performance.
- Communicate consulting results to the FPS team and align on follow-up steps.
- Train hotel teams on brand-specific and guest service behaviors and capabilities.
- Provide consultation to ensure effective management of brand-specific and HR tools and programs.
- Assist General Managers and hotel leadership teams with the implementation and ongoing support of brand and HR initiatives.
What We're Looking For
- Bachelor's Degree in Hotel Management, Human Resources, or a relevant field, or an equivalent combination of education and experience.
- 5 to 7 years of progressive, work-related experience.
- Demonstrated expertise in hotel operations, product/quality, service, F&B, and people tools/processes.
- Ability to interpret hotel performance data to reach actionable insights.
- Strong relationship-building and communication skills to develop trust and drive results.
- Demonstrated leadership, coaching, and training skills.
- Ability to manage multiple tasks and projects with effective follow-through and attention to detail.
- Effective verbal and written communication skills.
- Knowledge of training principles and procedures for virtual and live classroom settings.
- Strong problem-solving, time management, conflict resolution, and persuasion skills.
- Effective facilitation skills and ability to lead group discussions.
- Ability to work effectively with GMs and leadership teams, possessing strong relationship development skills.
Nice to Have
- Direct experience in hotel operations, such as a General Manager or other multi-unit hotel management role.
- Group facilitation and consulting experience.
Team & Environment
You will be deployed by the Franchise Performance Support (FPS) team as their primary resource for high-level specialized knowledge.
Benefits & Compensation
- Compensation range: $80,000.00 to $86,000.00
- Paid time off
- Medical, dental, and vision insurance
- 401K plan
- Other benefits
Work Mode
This is a local, city-based role. Candidates must be located in or willing to relocate to Houston, TX or New Orleans, LA.
InterContinental Grenada (IHG) is an equal opportunity employer.
