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Director, Guest Experience

Hotel Brand:
Location: United States, Georgia, Atlanta

Hotel: Corp Atlanta Ravinia (ATLR3)

Job number: R200236


About Us

Bringing True Hospitality to the world.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.

With over 370,000 colleagues in nearly 100 countries sharing our values, there’s countless opportunities at your fingertips.

We’re growing; grow with us.




Your day to day

  • Provide critical thought leadership to localize each brand’s globally defined core value proposition and strategic pillars, including its guiding principles and the ambition for what each brand must represent in the mind and hearts of its target guest in the Americas through the creation of powerful guest experiences
  • Collaborate with key stakeholders, including Global Brand team, Operations (Hotel Performance) and Development (Growth Strategy) to define and manage the 3-to-5 year brand roadmaps that will exceed guest and owner needs, effectively developing wining business models and strong go-to-market strategies
  • Lead discovery process to uncover and identify consumer and owner trends and opportunities. The leader in this role will create a robust innovation plan that yields incremental growth for both owners and IHG.
  • Develop a system of continuous improvement to ensure competitiveness, consistency and quality of the guest experience, utilizing consumer insight, competitive analysis and system appetite to drive decisions
  • Deliver enterprise-leading expertise as they lead the research, development, guide implementation, and measurement of brand standards to effectively improve the performance of each brand
  • Work with operational stakeholders to provide assistance and guidance where required and monitor operational compliance with these standards in guest experience initiatives
  • Provide leadership, guidance and support to both Sr. Brand Managers and Brand Managers towards the development of guest experience programs throughout the region. Coach and develop team members by creating and sustaining a positive, engaged team culture. Hire, fire, assess, discipline, document performance, recommend salary and classification changes.  Act as an advisor to subordinate managers or staff to help meet established schedules and/or resolve technical or operational problems.
  • Provide overall leadership and oversight to all phases of program (Discovery through Embedding), including budgetary responsibility to support multi-year strategies.
  • Lead the scoping, costing, acquisition, and implementation of current and future enhancements to the brand offering to improve performance and provide strong differentiation of each brand
  • Oversee annual budget guidance and brand standards publishing to ensure effective deployment of all guest experience programs
  • Manage the development and delivery of any operational training modules or internal communications programs required to support significant changes to the guest experience
  • Lead research, in partnership with consumer insights team, to ascertain necessary consumer insight to drive changes or enhancements to the brand experience
  • Travel 25-40%



What we need from you

Education

(Preferred) Bachelor's or Master’s Degree in Brand Management, Marketing, or an equivalent combination of education and work-related experience

Experience

(Preferred) 10+ years’ progressive work-related experience in brand management and/or hotel industry experience related to brand experience or brand marketing related to the position as well as 5-to-7 years managing teams and/or significant complex projects.  Candidate experience should include innovation or product development/enhancement work built upon the understanding of consumer/guest needs. The ideal candidate will have worked and/or supported a brand that successfully established a truly differentiated experience in its respective industry. 

Technical Skills

  • Thorough and in-depth knowledge and experience of hotel operations (preferred)
  • Solid understanding of the key metrics within the hotel industry (preferred)
  • Extensive and credible appreciation of brand management and brand marketing
  • Extensive experience in third party agency management
  • Experience of working internationally and cross-culturally
  • Experience in Franchise environment
  • Experience in dealing with key stakeholders from board level to line colleagues
  • Experience in managing logistically complex programs
  • We’ll reward all your hard work with a great salary and benefits – including great room discount and superb training.
  • Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing, and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.
  • At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.
  • IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams and encourage our colleagues to bring their authentic and best selves to work.  
  • Not Applicable for Colorado Applicants



What we offer

We’ll reward all your hard work with a great salary and benefits – including great room discount and superb training. 

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us. 

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer.  IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to an individual’s, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.   

IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued.  We seek talent from all backgrounds to join our teams, and encourage our colleagues to bring their authentic and best selves to work.   

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 and let's #GoFurtherTogether.

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