Work in conjunction with the Franchise Performance Support (FPS) team and
provide consulting across all areas of guest experience and operations (e.g.,
product/quality, service, F&B, people tools/processes) when deployed. Drive
hotel performance as the primary resource for high level specialized/technical
knowledge of the guest experience and hotel operations. Specifically, work with
hotels to address key guest experience/operational issues identified (guided by
performance data supplied by Operations Analytics & Insight) and develop hotel
action plan to reflect necessary steps to remedy issues and meet goals outlined
in the strategic plan. [80% travel]
Your day to day
Consult with key clients to address performance gaps in product/quality,
service levels, F&B execution, hotel staff morale/retention and training
needs.
Prescribe programs and tools that support performance initiatives and
strategic objectives. Help clients and stakeholders question their
assumptions, determine their needs, and plan implementation strategies for
achieving their goals.
Analyze hotel performance data, including data provided by Operations
Analytics & Insight team to develop insights and conduct root-cause analysis
to identify potential solutions to hotel performance issues in the areas of
guest experience and operations.
Develop SMART hotel action plans specifying key next steps to drive guest
experience and operational performance.
Communicate results of consulting session to FPS team and align on next-steps
for follow-up
Train hotels on brand and guest service behaviors/capabilities (guided by
annual Quality Planning, tracking against Quality Metrics, etc.)
Understand the results that stakeholders desire from various processes and
provide insight into how efficiently and effectively those results can be
achieved.
Effectively comply with guidelines for all brand-specific and HR tools /
programs, providing consultation to ensure effective program management in
each assigned hotel. Assist GM and/or hotel leadership teams with
implementation and ongoing support of brand-specific and HR initiatives.
What we need from you
Bachelor's Degree in Hotel Management, Human Resources, or a relevant field
of work, or an equivalent combination of education and work related
experience.
5 to 7 years progressive work-related experience. Experience in hotel
operations (as GM, HRD, or other multi-unit hotel management) preferred, with
demonstrated mastery of consulting and business knowledge and understanding
of multiple disciplines/processes related to the brand culture position.
Group facilitation and consulting experience are highly desirable.
Demonstrated expertise in operations, product/quality, service, F&B and
people tools/processes
Ability to coordinate with FPS to deliver support that is most needed
Ability to interpret hotel performance data to reach actionable insights to
drive performance
Sufficient relationship-building/communications skills to develop trust with
hotels to drive results
Demonstrated leadership, coaching and training skills. Ability to inspire
others.
Demonstrated ability to manage multiple tasks and projects with effective
follow-through and attention to detail. Effective verbal and written
communication skills for the purpose of providing information to clients,
management and colleagues.
Demonstrated knowledge of training principles and procedures required in
virtual and live classroom settings.
Strong problem solving and time management skills required. Conflict
management/resolution and negotiation/persuasion skills critical. Effective
facilitation skills and ability to lead group discussions for most effective
results.
Must be able to work effectively with GMs and leadership teams in assigned
hotels, and possess strong relationship development/management skills.
Conflict management/resolution and negotiation/persuasion skills critical.
Travel – up to 30%
Location – Remote: Candidate must reside in Denver, CO
The salary range for this role is $84,000.00 to $110,000.00. 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.
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