Your Day to Day
Serve as a primary point of contact for IHG Ignite hotel support, providing timely, accurate, and service-oriented guidance through email and, when needed, one-to-one calls with hotels, owners, operators, and internal colleagues.
Manage hotel inquiries submitted through the IHG Ignite Inquiry Form and shared support channels, including reviewing requests, researching issues, coordinating with subject-matter experts, and communicating clear resolutions.
Lead sensitive, urgent, or complex hotel conversations that require thoughtful issue resolution, strategic judgment, or coordination across multiple teams.
Host and facilitate large-scale IHG Ignite webinars, office hours, and educational sessions for hotels and internal audiences, including preparing presentation content, coordinating speakers, managing live questions, and communicating follow-up resources.
Develop and maintain hotel-facing and internal educational materials, including webinar presentations, FAQs, program guides, best practices, talking points, and other resources that improve understanding of IHG Ignite.
Serve as a central point of contact for IHG Ignite communications distributed through official IHG channels, ensuring messaging is accurate, timely, audience appropriate, and aligned across stakeholders.
Translate complex program information related to participation, billing, reporting, digital marketing channels, and operational processes into clear guidance that hotels and colleagues can readily understand and act upon.




Manage ongoing IHG Ignite operational processes, including inquiry intake, Salesforce case management, case routing and categorization, opt‑in and opt‑out logistics, participation tracking, escalation management, and regional support coordination.
Monitor inquiry volumes, recurring questions, hotel feedback, and support trends to identify opportunities for proactive communications, additional education, improved resources, and operational enhancements.
Partner with general and regional Paid Media teams, Field Marketing, Salesforce Support, Martech, Data Engineering, Billing, Legal, Communications, hotel‑support teams, and external vendors to resolve issues and deliver program initiatives.
Define and document business requirements for Salesforce enhancements, reporting improvements, workflow automation, support tools, and other technology changes affecting IHG Ignite operations.
Establish and maintain operating procedures, response templates, support documentation, coverage plans, and escalation paths that promote consistent and efficient service across the IHG Ignite support network.
Support the planning and execution of program enhancements, pilots, hotel onboarding efforts, participation changes, and other initiatives requiring coordinated operations, education, and communications.
Represent the hotel and support‑team perspective in cross‑functional discussions, ensuring that program decisions

📌 Manager, Ignite Operations (Toledo)
🏢 Ihg
📍 Toledo