Senior Manager, Guest Love Performance
Hotel Brand: IHG Corporate
Location: Thailand, Bangkok
Hotel: Corp Bangkok, 973 President Tower, 7th Floor, Ploenchit Road, Lumpini, Lumpini Pathumwan, 00000
Job number: 154169
Role Purpose
Driving consistent Guest Love and metrics performance from opening, reducing the ramp up period, with a special focus on conversions. Drive Guest Love performance for hotels entering the Performance Essentials programme by improving key drivers. Achieve both by working collaboratively with hotel leadership teams on property and virtually, through bespoke action plans and high frequency touch points virtually and face-to-face
Key Accountabilities
•Drive Guest Love scores, ensuring hotel compliance with brand specifications and consistent guest experience delivery.
•Plan and design the strategy for each hotel consulted to allow them to achieve great metric results while escalating product limitations with relevant stakeholders
•Strengthen hotel management relationship with IHG, providing NHOP guest metrics ramp-up and Performance Essential programme support.
•Perform hotel focus root cause analysis and coach the team on key IHG tools (such as Medallia, IHG Fundamentals, etc.).
•Create effective and collaborative hotel action plans, delivered by continuing blended onsite and virtual support. This ensures team accountability and consistent performance for operating and opening hotels, with a particular focus on conversions.
•Embedded IHG Culture in newly opened hotels and created a performance-focused mindset to achieve ultimate results.
•Identify regional gaps and leverage regional/global best practices to reach Guest Love performance targets.
•Champion the priority of driving Guest Love and the compliance process by centrally facilitating further solutions between hotel operators and IHG stakeholders (such as HLG, Quality, Regional Operations team, Brands, L&D, Loyalty, etc.).
•Operates and contributes to shared knowledge and experiences growth by leading tailor-made initiatives across IHG functions.
•Ensure touchpoints and engagement are tracked accurately through Salesforce and escalated with the Legal & HLG team when needed.
•Performance reporting to align efforts with the Operation team in BU
Key Skills & Experiences
Education
- Bachelors or Master’s degree in Hotel Management, Business or education
Critical Expertise &
•Knowledge of (preopening) hotel operations / hotel leadership role
•Ability to work in consultancy on multiple projects
•Flexibility in approach and communication style
•Initiative to work independently
•Ability to travel extensively
Technical Skills and Knowledge
•Relationship mindset
•Analytical skills
•Problem solving ability
•Performance oriented
•Proficient in Microsoft applications
•Action planning creation
•Languages proficiency
Who we are
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.
Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
