Position Overview & Specifications
Role Purpose
- Support the Operations Excellence Community (OEC); taking ownership for the global project tracker, engagement with global functions on project plans and ensuring strong project delivery governance into hotels.
- Chair the EMEAA Operations Forum; ensure engagement and feedback from operators around the region, influencing functions to align with EMEAA needs with delivery outcomes.
- Work with a diverse group of stakeholders, focusing on the delivery of global and regional projects and initiatives into IHG hotels while coordinating alignment across the regional operations teams.
- Work with the Operations Support team to provide advice and operational guidance on key projects and initiatives.
- Monitor hotel impacting projects, guiding project teams through the relevant ‘Hotel Ready’ stage gates and ensure effective implementation for hotels.
- Support project teams to complete all relevant ‘Hotel Ready’ documentation, including guidance on how best to document their projects for corporate operational teams and hotel audiences.
- Support the management of the Global Project Tracker, which shows the timing of all projects into hotels, making sure it is up to date and regularly distributed to the regions.
- Support with the planning and delivery of the Operation Excellence Community (OEC) meeting and the EMEAA Operations Forums.
- Identify areas of opportunity to drive performance through analysis, seeking a clear understanding of the root cause while offering recommend solutions.
- Work closely with Global and Regional operations leadership teams to help identify and implement best practice across IHG.
- Support the EMEAA Operations Excellence team, driving the agenda and identifying key areas for focus to help drive in-year hotel performance.
Key Accountabilities
- Guest experience related Hotel Metrics
- Global Project Tracker
- EMEAA Operations Forum
- EMEAA Operations Update call
- Operation Excellence Community meeting (OEC)
- Tactical Solve Programme
- Delivery of EC priority projects
- Overall delivery of Performance, Insights and Operations Support annual strategic plan
- Technology delivery into hotels
Key Skills & Experiences
Education
- Bachelors degree preferred, but not essential
Experience
- Experience working in either corporate, consultancy or hospitality venue with a focus or exposure to operations
- Demonstrable experience in the design and delivery of performance initiatives in a complex environment
- Demonstrated experience working across a multi-national matrix organization
- Demonstrated experience of delivering complex change impacting operational and/or commercial processes
- Extensive experience working with and influencing Senior Leadership teams and executives
- Experience working in branded service delivery
Technical Skills and Knowledge
- Self-starter with high drive for results, strong problem solving and time management skills required
- Demonstrated ability to manage multiple tasks and projects with follow-through and attention to detail
- Strong communications, presentation, influencing and conflict management skills
- Cultural awareness essential for effective multi-country communications
- Experience with Microsoft Office software (PowerPoint, Word, Excel)
- Analytical mindset with strong problem solving skills