Leah Johnson

About Leah Johnson

High-energy and motivated candidate with a combined 9 years in operations and 9 years consulting experience dedicated to customer service, with an emphasis on people to improve and drive business. Experienced Performance Manager with a demonstrated history of working in the hospitality industry. Skilled in Budgeting, Coaching/Training, Hotel Management, Customer Satisfaction, and Hospitality Industry. Passionate about growing skills to include academia in the future. Strong sales professional with a MBA in Hospitality Marketing from Les Roches International School of Hospitality and a BA in Sociology from Spelman College.

Experience

1. Franchise Performance Support Manager

   IHG Hotels & Resorts

   Jan 2018 — Present · Birmingham, AL, US

   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 Americas Region of approximately 60 owners. Interact with owners and GM to create strategic plans for hotels, 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. technical/specialized issues.Essential Duties and Responsibilities – (Key Activities) Lead annual strategic meeting with each owner/GM to discuss hotel performance, set performancegoals and develop strategic plan for the year. Contact and consult with hotel operators and hotel management company staff of franchised properties on performance across the Winning Metrics (including but not limited tospecific revenue opportunities (RevPAR, RGI), sales and marketing, channel strategy, guestexperience, operations) Assess hotel performance issues and deploy Franchise Revenue Managers, Franchise Sales & Marketing Managers, or Franchise Operations Support Managers to consult on highlytechnical/specialized issues at the portfolio or individual hotel level Contact Development to share information about potential growth leads from owners in portfolioGuide work associates in the development Interact with internal IHG teams when a hotel is in pre-opening phases or goingthrough a renovation. Keeps these teams apprised of any special circumstances at the hotel or with theowner. Contact owners when hotel has entered any IHG compliance processes or about IHG’s plans as ahotel nears the end of its license term

Education

• Spelman College

  Bachelor of Arts - BA, Sociology

  1998 — 2002

• Les Roches

  MBA, Hospitality Marketing

  2004 — 2006

Skills

• Yield Management
• Hospitality
• Budgets
• Performance Management
• Resorts
• Forecasting
• Hotels
• Pre-Opening
• Hospitality Industry
• Micros
• Property Management Systems
• Hospitality Management
• Banquets
• Leadership
• Customer Service
• Coaching
• Front Office
• Management
• Hotel Management
• Restaurants
• Revenue Analysis
• Rooms Division
• Guest Satisfaction
• Microsoft Excel
• Customer Satisfaction
• Training