Senior Manager, Guest Love Performance
IHG
Full-time
On-site
Thailand
Description
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