Portfolio Director of Operations (Holiday Inn Express SAMHI Portfolio 12 Hotels)

Your day to day

People

• Lead recruitment for operations roles across the portfolio.
• Ensure strong onboarding, on site training, and process improvements with GMs and L&Q teams.
• Create engagement programs aligned with brand service values.
• Drive succession planning for GMs and HODs to build future leadership pipeline.
• Set and support performance goals for GMs and HODs through coaching and feedback.
• Oversee HR actions in line with company policies.
• Model high standards in conduct, grooming, and process adherence.
• Champion new processes and brand standards as an early adopter and ambassador.

Guest Experience 

• Demonstrate brand citizenship by maintaining compliance with all required brand and service standards 
• Constantly strive to identify gaps in guest experience with the help of data tools and drive improvement in guest satisfaction goals with GMs and their teams.
• Regularly interact with Guests directly as well  – ask for their feedback and build relationships

Financial

• Work with AGM , relevant portfolio team members and GMs  to prepare annual capital, cash flow and sales and marketing plans to accurately forecast budgets and any subsequent changes.   
• Analyse financials to drive revenues, future profitability and maximum return on investment by focusing on operating cost optimisation. 
• Lead capital plans and asset management initiatives, including working with owners to maintain or improve property’s market leadership position  

Responsible Business

• At all times be the guardian of asset upkeep in regards to original design of the product from  aesthetic , hygiene and safety parameters. 

• Collaborate with the GMs to provide a safe and secure environment for guests, colleagues and hotel assets.   

• Act as public relations representative to raise awareness of hotels and brand across various stakeholders.   

• Develop and carry out action plans to be environmentally conscious by taking steps to reduce the hotel’s carbon footprint. 

• Perform other duties as assigned. 

• Be the Operations lead for any new openings and projects and any interim task force assignments within the portfolio.

OVERALL

• Consult with GMs and Key stakeholders 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 GMs and stakeholders question their assumptions, determine their needs, and plan implementation strategies for achieving their goals. 

• Analyze hotel performance data provided by Operations Analytics & Insight team to develop insights around potential solutions to hotel performance issues in the areas of guest experience and operations 

• Develop hotel action plans specifying key next steps to drive guest experience and operational performance 

• Communicate results of each intervention session to hotel teams and align the next steps for follow-up 

• Train hotels on brand and guest service behaviors/capabilities (guided by annual planning, tracking against operating Metrics, etc.– deployed by the portfolio management team) 

• 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 RGM,GM and/or hotel leadership teams with implementation and ongoing support of brand-specific and HR initiatives. 

• Regular Travel and short deputations to other locations will be part of assignment

What we need from you

Education
•Bachelor's Degree in Hotel Management or a Bachelor’s degree from a reputed university, or a relevant field of work, or an equivalent combination of education and work related experience.

Experience:
• At least 8 to 10 years of Hotel management experience with the day to day operations in an organized / branded hospitality environment out of which a minimum of 3 yrs should be of independently managing a P&L vertical. Midscale/ Budget segment experience would be beneficial. Experience in hotel operations (as GM, Director operations 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.

IHG is an equal opportunity employer: Minorities / Females / Disabled / Veterans.

Please note that the company does not charge any fees or costs to candidates at any stage of the recruitment process.