Operations Specialist, Guest Experience Analytics
Ubicación: Estados Unidos, Georgia, Atlanta
Dirección: 1 - Corp Atlanta Ravinia, Three Ravinia Drive, suite 100, 30346
Job number: 164604
Hiring Salary: USD 60,000.00 - 80,000.00
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.
Your day to day
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.
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.
Develop and maintain training materials and documentation for enhancements, upgrades and support.
Collaborate with software vendors and internal teams to enhance customer experience (GX) survey products and ensure they align with hotel needs and brand standards.
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.
What we need from you
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.
Preferred hotel operations experience
Experience in conducting classroom training and preparing training documentation
Knowledge and understanding of structured analysis and technical design techniques
Experience in project coordination and workflow management
Deep interest and proven ability to learn the underlying technical details of a product
Knowledge of Guest Experience and its measurement
Demonstrated attention to detail and ability to manage multiple tasks required
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.
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.
Quiénes somos
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Información importante:
- El rango salarial indicado es la escala salarial de menor a mayor que, de buena fe, creemos que pagaríamos por este puesto en el momento de esta publicación. En última instancia, es posible que paguemos más o menos que el rango publicado, y el rango puede modificarse en el futuro. La posición salarial de un empleado dentro del rango salarial se basará en varios factores, incluida la educación relevante, las calificaciones, las certificaciones, la experiencia, las habilidades, la antigüedad, la ubicación geográfica, el rendimiento, el turno, los requisitos de viaje, las métricas basadas en ventas o ingresos y las necesidades comerciales u organizacionales.
- Ninguna cantidad de pago se considera salario o compensación hasta que se gane, se adquiera y se pueda determinar. El monto y la disponibilidad de cualquier bonificación, comisión u otra forma de compensación asignable a un empleado en particular permanecen a discreción exclusiva de la Compañía a menos que y hasta que se paguen y pueden modificarse a discreción exclusiva de la Compañía, de conformidad con la ley.
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Hiring Salary: USD 60,000.00 - 80,000.00
