Easter Seals Jobs

Role Purpose

This role is responsible for providing strategic hotel operations performance consultation whilst ensuring the successful delivery of expected levels of service and hotel expertise to owners and operators of hotels in order to drive / improve performance linked to the Hotel Performance Metrics across the wider team.

Key Accountabilities

• Deliver performance driving virtual consulting interactions for all hotel GMs focused around IHG tools, best practices implementation of new standards and general hotel operations.

• Develop and monitor ‘end to end’ performance plans which support the overall objectives of the hotel(s); develop service support strategies, action plan priorities and activities and makes recommendations for capital improvements to guest experience and brand loyalty. Support internal compliance programmes, which can include in-person visits to hotels.

• Ensure clear focus on guest experience considerations and design robust action plan alongside hotel GM to activate.

• Research and analyze hotel performance to design hotel level strategy and implementation of IHG tools / programmes for a select number of hotels and/or metrics. Proactively contact and consult with General Managers on specific brand and/or guest experience opportunities and centralized training events, in order to drive improved performance, tool adoption, programs and best practices.

• Manage internal resources when necessary to resolve issues impacting performance.

• Build strong and effective rapport with hotel leaders whilst serving as a resource to provide information and refer to appropriate specialty areas for service.

• Manage and guide work colleagues in the development of procedures for hotel executional elements in areas such as guest services/relations, brand and loyalty, sales, and food & beverage, based on knowledge of ongoing hotel issues obtained from past experiences and feedback from hotels.

• Cascade all agreed performance action plans to relevant Field Operator (DOP’s, AGM’s) to ensure alignment and follow-up.

• Receive inbound queries from IHG hotels across the BU (all brands) answering questions and resolving issues requiring a wide knowledge of IHG systems, brands and general hotel operations.

Key Skills & Experiences

Education

• Bachelors or Master’s degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experiences

Experience

• Likely to have more than 4 years of progressive work-related experience with demonstrated proficiency in customer service in the Service / Hospitality industry involving operations and/or training.

Language Skills

• Fluent English and Korean language required (both to a business level)

Technical Skills and Knowledge

• Demonstrated knowledge of hotel operations; of rules, laws and regulations relating to new hotel openings; and of applicable systems and programs.

• Demonstrated clear, concise and succinct communication skills, including adapting both verbal and written communications to the needs and level of user.

• Demonstrated knowledge of hotel systems, Winning metrics and tools, programs and training principles and procedures.

• Demonstrated ability to keep current with industry trends/changes.

• Demonstrated problem solving and time management skills.

• Demonstrated high ability to influence without authority.

• Demonstrated attention to detail and ability to manage multiple tasks/clients as required

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?

We need people like you to make a difference and create exceptional experiences every single day. Don’t just join a growing team of 370,000 colleagues across 100 countries. Let your passion shine. Innovate and collaborate around the world. Embrace your ambition.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.