Roland Ivy

Area Manager of Instant Service Center & Telecommunications at Intercontinental Cleveland Hotels @IHG Hotels & Resorts

Cleveland/Akron, OH, US

Area Manager of Instant Service• Direct the daily operations of the Instant Service Center across the hotel cluster, ensuring optimal guest service delivery• Develop, implement, and communicate departmental strategies aligned with hotel goals, while enforcing company policies and procedures.• Monitor team performance and recommend or initiate corrective action, including coaching and HR-related decisions, as necessary.• Ensure comprehensive staff training covering hotel operations, local area knowledge, emergency protocols, and guest service expectations. Equip all team members with the tools and systems needed to succeed.• Establish and uphold procedures for professional, empathetic, and brand-aligned telephone communications, ensuring prompt resolution of guest requests and effective service recovery practices.• Oversee functionality of telephone systems across all properties. Coordinate maintenance and repairs with external telecom contractors.• Lead the management and strategic use of HotSOS, including report generation and collaboration with Executive Leadership and department heads to meet operational needs.• Drive guest satisfaction by ensuring timely follow-up on all service requests in accordance with brand standards.• Foster collaboration and service excellence through regular communication with all hotel departments, maintaining awareness of VIP arrivals and group activities to ensure service readiness.Key Skills**Financial Performance** – Cost control, productivity tracking, and resource allocation to support departmental efficiency.**Annual Budgeting** – Assist with or manage department budgeting in alignment with hotel financial goals.**CRM (Customer Relationship Management)** – Utilize systems to track and enhance the guest experience through personalized, timely support.**Collection Systems** – Ensure effective documentation, data gathering, and reporting through tools like HotSOS to improve decision-making and accountability.

Cuyahoga Community College

Associate's degree, Liberal Arts and Sciences/Liberal Studies