Operations Specialist, Guest Experience Analytics

Job description

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, upg...