Operations Specialist, Guest Experience

About the role

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.

Responsibilities

• 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.

Requirements

• 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

Qualifications

• Experience in troubleshooting technical issues, supporting configurations, and contributing to technical investigations
• Collaboration with software vendors and internal teams to enhance customer experience (GX) survey products
• Development and maintenance of training materials and documentation
• Understanding of structured analysis and technical design techniques
• Project coordination and workflow management
• Ability to learn the underlying technical details of a product
• Knowledge of Guest Experience and its measurement

Skills

• SQL
• HTML

Benefits

Comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.

Pay

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

Schedule

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.