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Operations Specialist, Guest Experience

Location: United States, Georgia, Atlanta

Address: 1 - Corp Atlanta Ravinia, Three Ravinia Drive, Suite 100, 30346

Job number: 164604

Hiring Salary: USD 60,000.00 - 80,000.00 YEARLY

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2482x804-applicationdevelopment

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. 

Who we are

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.

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Hiring Salary: USD 60,000.00 - 80,000.00 YEARLY

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