VP Operations Support

The Role

This role leads the hotel support model across key areas of IHG’s operations and delivery ecosystem, including operations support services, quality, food and beverage, engineering, field support, and the IHG Climb platform. This role drives operational excellence and continuously seeks improvements in delivering our business model to owners and operators.

Your Day-to-Day

• Lead various operating functions for the Americas region, including operations support, quality, food and beverage, engineering, field support, and the IHG Climb platform.
• Oversee franchise programs and initiatives, ensuring continuity and comprehensive solutions design.
• Utilize insights and reporting to inform short-term and long-term operations initiatives that drive performance and foster owner relationships and business growth.
• Design, implement, and embed key performance-driving initiatives in partnership with regional and global stakeholders.
• Provide thought leadership on strategic direction and development of business process application tools to assist field teams and drive in-hotel innovation.
• Establish and maintain performance measures and scorecards, using analytics to guide the operations teams strategically.
• Oversee the quality audit organization, guest experience compliance programs, and the CLIMB Initiative, supporting hotel improvement in loyalty scores.
• Leads a team in multiple international locations (U.S., Mexico and Philippines)

What we need from you

• Bachelor’s or master’s degree in a relevant field, or equivalent combination of education and work experience.
• Over 10 years of progressive experience in hotel operations and business integration.
• 5-7 years managing complex projects across multiple disciplines, including financial evaluation, performance measurement, process redesign, change management, and business strategy.
• Proven knowledge and experience in strategic planning, project management, and business case modeling.
• Strong analytical and conceptual skills in identifying risks and opportunities, and developing effective business solutions.
• Ability to align leadership across functions to achieve business objectives using influencing, analytical, and business case skills.
• Demonstrated proficiency in multiple disciplines, including financial evaluation and forecasting, performance measurement, process/program redesign, change management, and business strategy formulation.

Location: Atlanta, GA.  Our hybrid work structure is an expectation of three (3) days a week in office. This expectation may be adjusted to evolve with the changing needs of the business.

The salary range for this role is $147,084 to $280,000.  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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