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Franchise Performance Support Manager – Canada

June 23, 2026

Act as a single point of support from IHG, driving hotel performance through trusted relationships with owners (and hotel operators as-needed) and fostering growth with existing owners. Provide consultation and customer service support to ownership and management of hotels in a pre-determined portfolio within the Canada Region of approximately 50 owners. Interact with owners and GM (in live annual meeting) to create strategic plans for hotels, conduct bi-monthly virtual performance consulting calls with GM (and owner, if needed), field incoming calls and answer questions or provide information regarding brand initiatives, hotel standards and operations, rate and inventory management, and service and quality planning. Deploy Franchise Revenue Managers, Franchise Sales & Marketing Managers, or Franchise Operations Support Managers to support highly technical/specialized issues.Your day to day <ul style="list-style-type: disc;"><li>Lead annual strategic meeting with each owner/GM to discuss hotel performance, set performance goals and develop strategic plan for the year.</li><li>Contact and consult with hotel operators and hotel management company staff (and owners, if needed) of franchised properties on performance across the Winning Metrics (including but not limited to specific revenue opportunities (RevPAR, RGI), sales and marketing, channel strategy, guest experience, operations) via bi-monthly virtual performance consulting calls.</li><li>Develop action plans with hotel owners and operators to implement/execute on strategic plans</li><li>Answer inbound inquiries and requests from owners and hotel leadership in portfolio across all areas of hotel operations and performance (e.g., revenue management, operations, new initiatives, standards). Work with internal departments to bring resolution.</li><li>Assess hotel performance issues and deploy Franchise Revenue Managers, Franchise Sales & Marketing Managers, or Franchise Operations Support Managers to consult on highly technical/specialized issues at the portfolio or individual hotel level</li><li>Lead market meetings and Owner conference meetings to cover broad performance issues, provide face-to-face contact with hotel leadership and owners efficiently</li><li>Conduct post-inspection follow-up based on results of inspection conducted by Hotel Inspections Team</li><li>Contact Development to share information about potential growth leads from owners in portfolio</li><li>Guide work associates in the development of procedures for hotel executional elements in areas such as guest services/relations, reservations, sales, and food & beverage, based on knowledge of ongoing hotel issues obtained from daily contact with hotel management.</li><li>Interact with PIP, Plan Review, and HOST teams when a hotel is in pre-opening phases or going through a renovation. Keeps these teams apprised of any special circumstances at the hotel or with the owner.</li><li>Establish contact with owners and/or new hotel opening project managers to familiarize them with the opening process upon license execution.</li><li>Contact key hotel personnel on outbound call activity to support revenue-generating activities of the Hotel Operations teams. </li><li>Contact owners when hotel has entered any IHG compliance processes or about IHG’s plans as a hotel nears the end of its license term</li><li>Provide input at FAC and FCC regarding licensing or termination of hotels in their portfolio</li><li>Stay abreast of all IHG interactions with hotels and owners/management companies in assigned portfolio</li></ul>What we need from you<ul style="list-style-type: disc;"><li>Bachelors degree in Hotel Management, Business, Education, or a relevant field of work or an equivalent combination of education and work-related experience. Understanding of French Canadian both written and verbal skills desired.</li><li>4-7 years progressive work-related experience with demonstrated proficiency in customer service within the Service/Hospitality industry, specifically involving hotel operations and/or training.</li><li>Demonstrated expertise in hotel operations; of rules, laws and regulations relating to new hotel openings; and of applicable systems and programs.</li><li>Demonstrated expertise in commercial areas: revenue management, sales and marketing, channel strategy</li><li>Ability to collaborate/coordinate Specialists to direct services where most needed</li><li>Demonstrated clear, concise and succinct communication skills, including adapting both verbal and written communications to the needs and level of user, especially via phone and other virtual means of communication</li><li>Demonstrated knowledge of hotel systems, programs and training principles and procedures.</li><li>Demonstrated problem solving and time management skills. </li><li>Demonstrated attention to detail and ability to manage multiple tasks/clients required. </li></ul>Travel – 60-75%Location – Remote: **Candidate must reside in Canada - preferably Eastern Canada such as Montreal or Toronto within close proximity to a major airport**

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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