Guest Experience Delivery Manager

Descripción del puesto:

Whether you're starting out or stepping up, you'll find support, purpose and the chance to grow through every challenge at IHG Hotels & Resorts.

We are seeking a Guest Experience Delivery Manager to join our Performance Delivery team on an 18 month fixed term contract. This is a UK-based remote role with regular European travel.

The Guest Experience Delivery Manager plays a critical role in elevating guest experience across EMEAA. You will work closely with hotel owners and leadership teams to deliver Performance Essentials compliance and improve Guest Love outcomes. Using insight-led coaching, bespoke action plans and high-frequency engagement, you will drive measurable improvements in guest satisfaction and brand consistency.

Key responsibilities

* Drive Guest Love scores by ensuring hotel compliance with brand standards and consistent guest experience delivery
* Build and strengthen relationships between hotel management, owners and IHG through the Performance Essentials programme
* Conduct root cause analysis using IHG tools (e.g. Medallia, Tableau, IHG Fundamentals, Tactical Solve) and coach hotel teams on insights and improvements
* Create and deliver effective, collaborative hotel action plans, supported through blended on-site and virtual engagement
* Identify regional performance gaps and share regional and global best practices to achieve Guest Love targets
* Champion Guest Love compliance and work cross-functionally with internal stakeholders (Quality, Brands, HPDs, L&D, D&E, etc.) to drive solutions
* Lead and contribute to shared initiatives that grow capability, knowledge and best practice across the organisation
* Accurately track engagement activity in Salesforce and manage escalations, including Legal involvement where required

What we're looking for
* Bachelor's or Master's degree, or equivalent professional experience
* Strong background in hotel operations or hotel leadership
* Experience working in a consultancy-style role across multiple projects
* Comfortable working independently and influencing without direct authority
* Willingness and ability to travel extensively across the region. This is a remote role (UK-based preferred) with significant travel of up to 75%. Working hours are flexible and outcomes-focused.
* Strong relationship-building and stakeholder management skills
* Analytical and problem-solving mindset with a performance focus
* Confident communicator with a flexible approach to different audiences
* Action planning and follow-through capability
* Proficiency in Microsoft Office applications
* Language skills are an advantage

What we offer
We provide a wide range of benefits designed to help you live your best work life. Including:
* Travel benefits that include discounted room rates and food & beverage
* Recharge Days
* Volunteering Days

Who we are
IHG Hotels & Resorts is one of the world's leading hotel companies, with 20 brands and more than 6,800 hotels globally.

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. Room for you to belong, to grow and to make a difference. Together, we're creating True Hospitality for Good.

IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, colour, 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.

Your ambition, your growth, your success.
If this is You, there's Room for You

Requerimientos del candidato/a:

Whether you're starting out or stepping up, you'll find support, purpose and the chance to grow through every challenge at IHG Hotels & Resorts.

We are seeking a Guest Experience Delivery Manager to join our Performance Delivery team on an 18 month fixed term contract. This is a UK-based remote role with regular European travel.

The Guest Experience Delivery Manager plays a critical role in elevating guest experience across EMEAA. You will work closely with hotel owners and leadership teams to deliver Performance Essentials compliance and improve Guest Love outcomes. Using insight-led coaching, bespoke action plans and high-frequency engagement, you will drive measurable improvements in guest satisfaction and brand consistency.

Key responsibilities

* Drive Guest Love scores by ensuring hotel compliance with brand standards and consistent guest experience delivery
* Build and strengthen relationships between hotel management, owners and IHG through the Performance Essentials programme
* Conduct root cause analysis using IHG tools (e.g. Medallia, Tableau, IHG Fundamentals, Tactical Solve) and coach hotel teams on insights and improvements
* Create and deliver effective, collaborative hotel action plans, supported through blended on-site and virtual engagement
* Identify regional performance gaps and share regional and global best practices to achieve Guest Love targets
* Champion Guest Love compliance and work cross-functionally with internal stakeholders (Quality, Brands, HPDs, L&D, D&E, etc.) to drive solutions
* Lead and contribute to shared initiatives that grow capability, knowledge and best practice across the organisation
* Accurately track engagement activity in Salesforce and manage escalations, including Legal involvement where required

What we're looking for
* Bachelor's or Master's degree, or equivalent professional experience
* Strong background in hotel operations or hotel leadership
* Experience working in a consultancy-style role across multiple projects
* Comfortable working independently and influencing without direct authority
* Willingness and ability to travel extensively across the region. This is a remote role (UK-based preferred) with significant travel of up to 75%. Working hours are flexible and outcomes-focused.
* Strong relationship-building and stakeholder management skills
* Analytical and problem-solving mindset with a performance focus
* Confident communicator with a flexible approach to different audiences
* Action planning and follow-through capability
* Proficiency in Microsoft Office applications
* Language skills are an advantage

What we offer
We provide a wide range of benefits designed to help you live your best work life. Including:
* Travel benefits that include discounted room rates and food & beverage
* Recharge Days
* Volunteering Days

Who we are
IHG Hotels & Resorts is one of the world's leading hotel companies, with 20 brands and more than 6,800 hotels globally.

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. Room for you to belong, to grow and to make a difference. Together, we're creating True Hospitality for Good.

IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, colour, 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.

Your ambition, your growth, your success.
If this is You, there's Room for You