Operations Specialist, Guest Experience

Negotiable

InterContinental Hotels Group PLC

Experience

Unlimited

Job Type

Full Time

Location

United States, Atlanta

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Job Description

style="font-family: Arial, sans-serif;"> style="font-size: 10pt;">Support all aspects of the IHG Guest Experience
program, including collecting and analyzing stakeholder feedback,
troubleshooting technical issues, documenting enhancements, and continuously
improving guest experience tools, reporting platforms, and related processes
to drive adoption, performance, and guest satisfaction.

class="paragraph" style="margin: 0in; vertical-align: baseline;">

class="paragraph" style="margin: 0in; vertical-align: baseline;"> style="font-family: Arial, sans-serif;"> style="font-size: 10pt;">Your day to day class="eop" style="font-size: 10pt;">

style="line-height: normal;"> style="font-size: 10pt;">Support the end-to-end lifecycle of IHG’s Guest
Experience (GX) tools and platforms, including portal development, product
optimization, documentation, and performance
monitoring.
Provide day-to-day operational support for the Guest Experience team,
including managing team inboxes, coordinating testing, resolving issues,
and supporting program operations.
style="line-height: normal;"> style="font-size: 10pt;">Drive adoption and effective utilization of guest
experience tools by implementing engagement strategies, providing support
resources, and analyzing usage trends to maximize impact across
the organization.
Bring a strong understanding of hotel operations and hospitality business
practices to support the effective use of guest experience technologies
and ensure tools are aligned with property-level needs
and workflows.
style="font-family: Arial, sans-serif;">Develop
and maintain training materials and documentation for enhancements, upgrades
and support.
style="font-family: Arial, sans-serif;">Collaborate with software vendors and internal teams to enhance customer
experience (GX) survey products and ensure they align with hotel needs and brand
standards.
style="font-family: Arial, sans-serif;">Use
working knowledge of tools like SQL, HTML to troubleshoot issues, support
configurations, and contribute to technical investigations in partnership
with product and vendor teams.

class="paragraph" style="margin: 0in; vertical-align: baseline;"> style="font-family: Arial, sans-serif;"> style="font-size: 10pt;">What we need from you class="eop" style="font-size: 10pt;">

style="line-height: normal;"> style="font-size: 10pt;">Bachelor's degree in a relevant field of work or
an equivalent combination of education and work-related
experience.
5+ years of progressive work experience with demonstrated proficiency
in multiple disciplines, technologies, or processes related to the position.
style="font-family: Arial, sans-serif;">Preferred
hotel operations experience
Experience in conducting classroom training and preparing training
documentation
style="font-family: Arial, sans-serif;">Knowledge
and understanding of structured analysis and technical design
techniques
style="font-family: Arial, sans-serif;">Experience in project coordination and workflow
management
style="font-family: Arial, sans-serif;">Deep
interest and proven ability to learn the underlying technical details of
a product
style="font-family: Arial, sans-serif;">Knowledge
of Guest Experience and its measurement
style="line-height: normal;"> style="font-size: 10pt;">Demonstrated attention to detail and ability to manage
multiple tasks required

class="normaltextrun" style="font-size: 10pt;">Location –
Atlanta, GA; Our hybrid work structure is an expectation of three (3) days
a week in office. This expectation may be adjusted to evolve with the changing
needs of the business.

class="normaltextrun" style="font-size: 10pt;">The salary range for
this role is $60,000.00 to $80,000.00. This role is also eligible
for bonus pay (as applicable). We offer a comprehensive package of benefits
including paid time off, medical/dental/vision insurance, 401K, and other
benefits to employees.