Senior Workforce Optimisation Manager

IHG Hotels & Resorts

Key Responsibilities

• Strategic Workforce Planning Develop and execute long-term workforce strategies that directly support hotel operational excellence and aligns with our business objectives. Collaborate with senior leadership and hotel GMs to model staffing needs based on occupancy forecasts, seasonal trends, and business growth, ensuring alignment with property-level service delivery goals.
• Forecasting & Capacity Planning Lead the design and implementation of accurate workload forecasts across hotel departments (e.g., Front Office, Housekeeping, F&B). Apply deep operational understanding to ensure capacity plans reflect the dynamic nature of hotel environments and guest expectations.
• Scheduling & Resource Management Oversee the creation of efficient, fair, and service-driven schedules. Ensure optimal resource allocation across hotel functions to meet service level targets, drive cost efficiency, and maintain brand standards.
• Real-Time Management Spearhead real-time decision-making processes within hotel operations, implementing agile tools and processes that enable rapid response to fluctuating guest demand and operational challenges.
• People Leadership This role does not come with a large direct team, but success will depend on your ability to lead through influence. You ll work closely with Workforce Optimisation Analysts, Planners, and Coordinators embedded within hotel operations and above-property functions. Your focus will be on guiding, aligning, and empowering these teams to deliver consistent, high-impact workforce strategies. Building trust, fostering collaboration, and driving a culture of continuous improvement across a matrixed environment will be key to your impact.
• Technology & Process Optimisation Evaluate and optimise workforce management tools (e.g., UKG, Team Planner) with a focus on hotel applicability. Drive automation and innovation that enhances operational efficiency and staff engagement across properties.
• Reporting & Insights Deliver actionable insights through performance dashboards and operational reports. Present findings to hotel and corporate stakeholders to inform strategic decisions and improve workforce agility.
• Stakeholder Engagement Partner closely with Hotel Operations, HR, IT, and Finance teams to align workforce strategies. Act as the subject matter expert in workforce optimisation with a strong operational lens, ensuring solutions are practical and impactful at the property level.

What You Bring

• Hotel Operations Expertise: Proven background in hotel operations, with hands-on experience across multiple departments and a deep understanding of service delivery in dynamic, guest-facing environments.
• Global Perspective: Experience working across multiple time zones and culturally diverse hotel markets.
• Influential Leadership: Strong ability to coach, influence, and build trusted relationships with senior hotel and corporate leaders.
• Change Management: Skilled in leading change initiatives within operational settings, using structured methodologies and tools.
• Analytical Acumen: Ability to interpret HR and financial data, diagnose trends, and link workforce insights to hotel performance outcomes.
• Tech-Savvy: Familiarity with workforce optimisation systems such as UKG, with a focus on hotel-specific applications is advantageous.
• Mobility: Willingness to travel extensively (50%+) across IMEA Hotels to engage directly with property teams and drive operational impact.