Director, Global Guest Experience - Holiday Inn

Job description

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 leader...