Key Accountabilities
- Lead the program health reporting and associated dashboards for service & culture programs and initiatives.
- Analyze program health data to identify opportunities to improve adoption of tools and program engagement.
- Collaborate in ongoing efforts to improve efficiency, effectiveness, and embedment of service & culture programs.
- Responsible for the service & culture program day-to-day content management across Merlin, Heart of House, and other sustainment platforms/tools to drive performance for owners and operators.
- Provide product management support to service & culture products including Hotel Experience Source, Merlin, and other sustainment platforms/tools.
- Manage purchase orders and assist with budget management for the Service & Culture team.
- Assist in annual planning process by providing key insight into program opportunities.
Key Shared Accountabilities
- Assist with HEC calls
- Insights and analytics
- Work with respective leaders to support service & culture content and platforms.
Key interfaces
- Guest Shared Services
- Global Marketing
- Global Learning
- Global & regional functions
- Hotels
Key metrics
- Adoption of training tools
- Hotel Experience Champion program and product health
Required Education, Experience, Technical Skills and Knowledge
Education
Bachelor’s or master’s degree in Hotel Management, Business, Education, or a relevant field of work – desired but not required. Or an equivalent combination of education and work-related experience.
Experience
2-5 years progressive work-related experience in global hospitality, program, or project management with demonstrated proficiency in multiple disciplines /processes related to the position.
Technical Skills and Knowledge
- Experience in supporting global programs or initiatives
- Understanding of websites, content management, databases, tools, data warehousing, and data mining
- Expertise in managing program health reporting inclusive of website and program performance
- Commercially astute with knowledge of key metrics within the hotel industry – financial, service experience, engagement
- Experience working in a global, culturally diverse organization
- Experience collaborating internal and external stakeholders, including supplier management
- Self-motivated and able to pursue own vision
- Excellent communication skills, both written and verbal; articulate, persuasive & influential
- Fluent in English, bilingual Spanish preferred
Decision Rights
Owns:
- Service & Culture program health reporting
- Service & Culture budget tracking
Influences:
- Service training programs
- Multi-brand solutions training programs
- Hotel and corporate colleague learning curriculums
- Hotel Experience Champion Program
- Annual planning
Work scheme
We operate under a hybrid working model with 4 days in the office and 1 remote day per week, combining in-person collaboration with the flexibility of working from home.
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.
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