Consultant Quality

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.

***Remote position. Candidate must reside in or be willing to relocate to Indianapolis and be able to travel up to 90%***

Your Day to Day:

Role Purpose

Plan and perform system-wide product evaluations and quality assessments in an assigned regional area for franchise and HMG (Hotel Management Group) hotels. Develop and track Hotel Action plans for franchise and HMG hotels, and consult with hotel management to review assessment data and recommend strategies for improvement as necessary.

Key Accountabilities

• Work with assigned portfolio of hotels to evaluate and document product quality levels through the use of the standardized Quality Evaluation process and software.
• Schedule and conduct Hotel Opening, Regular, Follow-up, and Special evaluations in order to measure overall quality levels pertaining to physical condition, cleanliness and compliance with Rules for Operation, Design and Construction, Life Safety, and Service Mark Standards. Conduct De-identification evaluations of hotels no longer in the system, to meet stipulations in the License Agreement.
• May interview hotel guests and review recent guest evaluations via GSTS (Guest Satisfaction Tracking System) to determine if proper corrective actions have been taken.
• Consult with hotel management on opportunities to improve Service Levels and make recommendations on methods for producing these improvements within suggested the time frames. Develop Action Plans as a guide for hotel management, listing any deficiencies, action(s) required for improvement and target dates of completion.
• Perform appraisals which include the assessment of occupancy and other related statistics to determine if the hotel is complying with timely cycled refurbishment program for Furniture, Fixture & Equipment and other mechanical systems.
• Discuss assessment results with hotel owners, General Managers or other appointee. Discussions include, but are not limited to, corrective action plans, timing, and recommendations.
• Plan, prepare and conduct formalized regional presentations (25 to 75 attendees) for hotel managers in assigned region. The presentation must contain information concerning the Consultant’s region, general related material from the Company and suggestions/guidelines for improvement within the region.
• Submit documented results and other supporting criteria relative to each hotel evaluation to the Quality Department. Prepare and provide reports to other departments recapping the hotel visit, findings, and recommendations. Develop letters, memos, and other follow-up materials to Franchisee’s, Hotel Operation Team, and the Company’s staff detailing regional overviews, action plans, hotel conditions and recommendations for improvements.
• Participate on any assigned projects.

What We Need From You:

Education –

Bachelor's Degree in Business, Hospitality Hotel Administration, or a relevant field of work, or an equivalent combination of education and work-related experience.

Experience –

4 to 7 years progressive work-related experience in hotel operations or equivalent, with demonstrated proficiency in multiple disciplines/processes related to the position.

Technical Skills & Knowledge –

• Demonstrated clear, concise and communication skills, including adapting both verbal and written communication to the needs and level of user. May be required to use consultative or persuasive communication skills to effectively implement programs or resolve compliance issues with hotel managers.
• Demonstrated working knowledge of personal computers; includes Microsoft applications (Word, Excel, PowerPoint, Access, Internet, etc.).
• Demonstrated ability to effectively manage time, effectively schedule appointments and travel to maximize efficiency and minimize cost.
• Demonstrated the knowledge and understanding of quality standards and procedures in a hotel or similar environment.
• Demonstrated the ability to maintain a consistent, high-quality customer-focused orientation, and to respond to individuals in manner and timeframe promised, or follow up to explain status.
• Demonstrated knowledge of training principles and procedures required.
• Strong problem solving and time management skills required.
• Attention to detail and ability to manage multiple tasks required.

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.