Senior Manager, Franchise

Hotel: Corp Atlanta Ravinia, Three Ravinia Drive, Suite 100, 30346

Direct hotel performance for a pre-determined portfolio within the Americas region supporting the RVP at priority hotels, markets and focus brands to improve the overall hotel metrics. Required to work in the field alongside the hotel, owner and operator teams to improve operational and commercial performance and build a culture of excellence on property. Clearly agreed strategies will be documented in the engagement center with regular follow-up to demonstrate impact and influence.

Trusted relationships will be built to strengthen owner and operator confidence and drive engagement and participation in IHG programs and events. Strategic consulting, program leadership, and cross-functional coordination across IHG teams will ensure hotels achieve their Winning Metrics and deliver premium branded experience.

The role models IHG Elevate behaviors by being ambitious in performance improvement and growth outcomes, showing courage to address difficult performance and compliance conversations, being caring through consistent support and coaching for owners and hotel teams, and being dedicated in follow-through, responsiveness, and measurable results.

Your day to day

Owner and hotel performance leadership

• Collaborate with RVP to lead strategic business reviews with each owner/GM/management company to assess performance, set goals, and align on a prioritized annual plan across revenue, sales, operations, guest experience, and loyalty delivery.
• Conduct recurring performance consulting meetings, on-site property visits and virtual calls to review results, remove barriers, and drive execution against agreed actions, use data and insights to guide decisions to improve guest facing metrics and owner returns (RevPAR/RGI, channel strategy, guest experience metrics, loyalty metrics, quality/compliance outcomes, SRR).
• Create practical action plans with clear owners/GM accountabilities, timelines, and impact measures; track progress and course correct as needed.
• Log all actions and follow ups into the Engagement center to provide a clear picture of hotel status.

Cross-functional deployment and issue resolution

• Triage portfolio needs and deploys specialist support (Revenue, Commercial Sales & Marketing, Operations Support, Food and Beverage) for complex issues; coordinate plans and ensure sustained execution. Prioritize bottom 30%.
• Respond to owner and hotel leadership inquiries across standards, operations, commercial programs, tools and systems, and new initiatives; coordinate internally to bring timely resolution.

Guest experience, operations, and quality/compliance performance

• Drive measurable improvement in guest experience and service delivery through root-cause analysis, coaching, and operational playbooks and regional priorities aligned to brand standards and Winning Metrics.
• Lead post quality inspection follow-up with hotels to address findings, mitigate repeat issues, and improve readiness for future evaluations.
• Provide proactive guidance when hotels enter compliance processes or approach license-term milestones, support risk mitigation, recovery plans, and informed decision-making.

Market Meetings and Hotel/owner engagement

• Contribute to market meetings and owner/hotel forums to communicate strategy, share best practices, and accelerate portfolio-wide performance improvements.
• Maintain strong awareness of all IHG interactions with assigned owners/hotels; act as the connector to ensure consistent, high-trust owner experience.

New hotel openings, renovations, and change management

• Partner with PIP, Plan Review, HOST/NHOP and Development to support openings, conversions, and renovations; ensure owners understand requirements, timelines, and risk points, and that execution stays on track.
• Establish early relationships with new owners/project teams upon license execution and guide them through readiness activities and performance foundations.

Owner growth with IHG

• Identify growth signals within the portfolio (additional deals, conversions, renewals, multi-brand opportunities) and actively partner with…