Director, Global Guest Experience - Holiday Inn
InterContinental Hotels Group, Atlanta, GA, United States
Director, Global Guest Experience - Holiday Inn
Hotel:
1 - Corp Atlanta Ravinia, Three Ravinia Drive, Suite 100, 30346 The Director, Guest Experience – Holiday Inn will be a best-in-class brand management leader with responsibility for developing, deploying and measuring effective guest experience programs to drive guest love and overall perception for the brand. Acting as a general management–oriented brand leader, this role owns the development and execution of insight‑led, multi‑year guest experience strategies, including pilots, programs, and brand standards that enhance how guests experience the brand at every touchpoint—from arrival through departure. The Director partners closely with regional brand, operations, food & beverage, technology, and development teams to ensure guest experience initiatives are both desirable for guests and viable for hotel owners Success in this role is measured through guest and business outcomes, including guest satisfaction and loyalty metrics, revenue performance (such as ADR and RevPAR index), and owner return on investment. As a highly owner‑facing leader, the Director builds strong relationships with franchise owners and the IHG Owners Association, balancing brand ambition with operational practicality. This role requires a collaborative, influential leadership style to align diverse stakeholders behind shared priorities and deliver differentiated, scalable guest experiences at system scale. Your day to day Provide critical thought leadership to localize the brand’s globally defined core value proposition and strategic pillars, including its guiding principles and the ambition for what the 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 Brand Managers and Associate Brand Managers towards the development of guest experience programs throughout the region. Coach and develop team members; 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 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 What we need from you 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 Experience of working internationally and cross-culturally Experience in dealing with key stakeholders from board level to line colleagues Experience in managing logistically complex programs Passionate advocate of branding the guest experience Strong communication skills, both written and verbal; articulate, persuasive & influential; systematic and timely Travel - 25% required Location - Our hybrid work structure is an expectation of three (3) days a week in the ATLANTA office. This expectation may be adjusted to evolve with the changing needs of the business. The salary range for this role is $130,000 to $150,000. This role is also eligible for bonus pay. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K and other benefits to employees. #LI-SM1 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. 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. The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs. No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. If you require reasonable accommodation during the application process, please click here . IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy. If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.
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Hotel:
1 - Corp Atlanta Ravinia, Three Ravinia Drive, Suite 100, 30346 The Director, Guest Experience – Holiday Inn will be a best-in-class brand management leader with responsibility for developing, deploying and measuring effective guest experience programs to drive guest love and overall perception for the brand. Acting as a general management–oriented brand leader, this role owns the development and execution of insight‑led, multi‑year guest experience strategies, including pilots, programs, and brand standards that enhance how guests experience the brand at every touchpoint—from arrival through departure. The Director partners closely with regional brand, operations, food & beverage, technology, and development teams to ensure guest experience initiatives are both desirable for guests and viable for hotel owners Success in this role is measured through guest and business outcomes, including guest satisfaction and loyalty metrics, revenue performance (such as ADR and RevPAR index), and owner return on investment. As a highly owner‑facing leader, the Director builds strong relationships with franchise owners and the IHG Owners Association, balancing brand ambition with operational practicality. This role requires a collaborative, influential leadership style to align diverse stakeholders behind shared priorities and deliver differentiated, scalable guest experiences at system scale. Your day to day Provide critical thought leadership to localize the brand’s globally defined core value proposition and strategic pillars, including its guiding principles and the ambition for what the 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 Brand Managers and Associate Brand Managers towards the development of guest experience programs throughout the region. Coach and develop team members; 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 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 What we need from you 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 Experience of working internationally and cross-culturally Experience in dealing with key stakeholders from board level to line colleagues Experience in managing logistically complex programs Passionate advocate of branding the guest experience Strong communication skills, both written and verbal; articulate, persuasive & influential; systematic and timely Travel - 25% required Location - Our hybrid work structure is an expectation of three (3) days a week in the ATLANTA office. This expectation may be adjusted to evolve with the changing needs of the business. The salary range for this role is $130,000 to $150,000. This role is also eligible for bonus pay. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K and other benefits to employees. #LI-SM1 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. 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. The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs. No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law. If you require reasonable accommodation during the application process, please click here . IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy. If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.
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