About us

Bringing True Hospitality to the world.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty, and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.

With over 370,000 colleagues in nearly 100 countries sharing our values, there’s countless opportunities at your fingertips.

We’re growing; grow with us.

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

Foreign language - German preferred

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.What we offer

We’ll reward all your hard work with a great salary and benefits – including great room discount and superb training.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

At IHG Hotels Resorts, we are proud to be an equal opportunity employer. IHG Hotels Resorts provides equal employment opportunities to applicants and employees 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. IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams, and encourage our colleagues to bring their authentic and best selves to work.

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.