Franchise Operations Support Consultant (French/Mandarin)

About the role

The Franchise Operations Support Consultant provides expert consultation, troubleshooting and operational assistance to IHG hotels, owners, management groups and external partners. The role requires fluency in French or Mandarin and a strong background in hotel operations and technology.

Key responsibilities

• Deliver consultation and resolution support via calls, emails and Microsoft Teams for hotel departments, owners, management companies and OTA partners.
• Troubleshoot rate, inventory and system‑connection issues that affect hotel performance and revenue.
• Handle OTA and direct channel distribution problems, including content and rate‑parity discrepancies.
• Lead disaster triage for hotels in the Americas region, coordinating response to natural disasters and property incidents.
• Investigate booking and content distribution barriers, capture trends and report operational impacts.
• Create self‑service informational resources for hotel staff, owners and internal partners.
• Provide timely responses to internal and external inquiries about IHG applications, initiatives and processes.
• Support special projects and service‑quality planning as required.

Required profile

• 5‑10 years of progressive experience in hotel operations.
• Strong technical proficiency and ability to solve complex system issues.
• In‑depth knowledge of hotel rules, regulations, and relevant operational systems.
• Excellent written and verbal communication, adaptable to diverse audiences such as General Managers, owners and internal teams.
• Demonstrated troubleshooting skills and data‑driven problem solving.

Required skills

• Microsoft Teams

What we offer

• Opportunity to work within a global hospitality brand.
• Exposure to a wide range of operational and technical challenges.
• Collaborative environment with internal and external partners.