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Task Force General Manager LLM

Full-time

IHG Hotels & Resorts

Atlanta, GA
Role Purpose

The Hotel Operations Manager, Task Force provides on-the-ground leadership and subject matter expertise to support hotels across the AMER region. The role travels to identified hotels based on business priorities, providing operational leadership, addressing immediate hotel needs, improving performance, supporting strategic initiatives, and helping hotel teams effectively use available tools and resources.

Working closely with Regional Operations and corporate functional teams, this position helps identify performance opportunities, implement practical solutions, and deliver a consistent and effective approach to hotel support. The role may also serve as second-in-command at an assigned hotel and provide leadership coverage in the absence of the General Manager or Operations Manager.

Key Accountabilities

  • Work closely with Regional Operations teams to help identify opportunities to drive performance improvement across IHG Hotel Metrics, designing and implementing initiatives to help our Hotels achieve desired outcomes.
  • Work to ensure an aligned approach between IHG Operations, Commercial and People teams to ensure support for hotels is optimized.
  • Work closely with Regional operations teams to feedback to IHG Corporate Function leadership teams (Finance, HR, Risk, Development) on the needs of our hotels and to drive constant innovation in our approach
  • Play a significant role in the delivery of complex, hotel-impacting projects, becoming a key stakeholder from initiation to design
  • Influencing AMER functions in developing projects and tools to meet our hotel needs
  • Engage with Regional leaders to support the definition, measurement and governance of Hotel Metrics
  • Lead on the delivery of operations support materials to our hotels. In particular, helping to develop Senior leaders (General Managers, Operations Managers, HR Managers) new in their roles ensuring a room to belong onboarding experience.
  • Review and analyze opportunities for hotels to utilize all IHG tools and resources, as well as effectively execute on IHG initiatives and ensure adoption of these programs.
  • Project management for AMER corporate/hotel projects and engagement with Regional/Functional leadership teams to ensure buy-in to the approach and the embedding of the solution
  • Work closely with all regional analytics and insights teams to identify operations' requirements for reporting and new insight to drive efficient engagement and performance management across hotels
  • Act as a subject matter expert for regional functions, working closely with project sponsors and teams to help co-develop hotel facing solutions
  • Support the development and implementation of regional performance management toolkits and structure
  • Regional Operations champion for key global initiatives
  • Work closely with regional operations leadership teams to help identify and implement best practice across IHG
  • Coordinate and monitor the consulting activities of the team to ensure proper support of inbound calls and email requests from hotels, travel agents, and third-party intermediaries, proactive outbound calls and tele-consulting training events and on-site hotel level training. Coach and develop staff; provide escalation support for difficult or sensitive subjects; hire, fire, assess, discipline, document performance, recommend salary and classification changes.
  • Develop and grow the skills and leadership experience of the Hotel Managers, Supervisors and colleagues; Set annual colleague engagement action plans and strive to maintain a high level of colleague satisfaction.
Key Skills & Experiences

Education -

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

Experience -
  • 5-10 years' experience in hotel leadership operations management
  • Demonstrated mastery of multiple disciplines/processes related to the position, including hotel operations, human resources, revenue management, hotel industry sales and training experience
  • Experience working in branded service delivery
  • Demonstrable experience in working with and across multiple stakeholders to deliver change within a hotel environment
Technical Skills and Knowledge -
  • 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
  • Strong communications, presentation, negotiation and conflict management skills
  • Language skills (beneficial) and cultural awareness (essential) for effective multi-country communications
  • Experience with Microsoft Office software (PowerPoint, Word, Excel, etc) and other relevant scripting tools and software desirable
  • This job requires ability to perform the following:
    • Standing and moving about the facilities
    • Carrying or lifting items weighing up to 25 pounds
    • Using a keyboard to generate correspondence, reports, etc.
    • Handling objects, products, and equipment
  • This position will be required to be able to travel (100%) to different hotels within the IHG Army Hotels estate to provide leadership and operations support as needed.
  • May be required to work nights, weekends, and/or holidays.
  • This position assists in the decision-making process regarding the best application and utilization of resources to help in the adoption of tools and programs by hotels.
  • This position assists and provides support with leadership decisions and creating plans to improve and support the hotel teams.
  • This job is second in command in a regional hotel serving primarily as General Manager in the absence of the General Manager and/or Operations Manager.
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Vacancy posted 2 days ago
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