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- Tasks: Elevate guest experiences and drive improvements across hotels in EMEAA.
- Company: Join IHG Hotels & Resorts, a leader in hospitality with a supportive culture.
- Benefits: Enjoy travel perks, flexible hours, and Recharge Days for your well-being.
- Other info: Remote role with extensive travel opportunities and a focus on personal growth.
- Why this job: Make a real impact on guest satisfaction while travelling across Europe.
- Qualifications: Degree or equivalent experience in hotel operations and strong relationship-building skills.
The predicted salary is between 40000 - 50000 ÂŁ per year.
We are seeking a Guest Experience Delivery Manager to join our Performance Delivery team on an 18 month fixed term contract. This is a UK-based remote role with regular European travel.
The Guest Experience Delivery Manager plays a critical role in elevating guest experience across EMEAA. You will work closely with hotel owners and leadership teams to deliver Performance Essentials compliance and improve Guest Love outcomes. Using insight‑led coaching, bespoke action plans and high‑frequency engagement, you will drive measurable improvements in guest satisfaction and brand consistency.
Key responsibilities:- Drive Guest Love scores by ensuring hotel compliance with brand standards and consistent guest experience delivery.
- Build and strengthen relationships between hotel management, owners and IHG through the Performance Essentials programme.
- Conduct root cause analysis using IHG tools (e.g. Medallia, Tableau, IHG Fundamentals, Tactical Solve) and coach hotel teams on insights and improvements.
- Create and deliver effective, collaborative hotel action plans, supported through blended on‑site and virtual engagement.
- Identify regional performance gaps and share regional and global best practices to achieve Guest Love targets.
- Champion Guest Love compliance and work cross‑functionally with internal stakeholders (Quality, Brands, HPDs, L&D, D&E, etc.) to drive solutions.
- Lead and contribute to shared initiatives that grow capability, knowledge and best practice across the organisation.
- Accurately track engagement activity in Salesforce and manage escalations, including Legal involvement where required.
- Bachelor’s or Master’s degree, or equivalent professional experience.
- Strong background in hotel operations or hotel leadership.
- Experience working in a consultancy‑style role across multiple projects.
- Comfortable working independently and influencing without direct authority.
- Willingness and ability to travel extensively across the region. This is a remote role (UK‑based preferred) with significant travel of up to 75%. Working hours are flexible and outcomes‑focused.
- Strong relationship‑building and stakeholder management skills.
- Analytical and problem‑solving mindset with a performance focus.
- Confident communicator with a flexible approach to different audiences.
- Action planning and follow‑through capability.
- Proficiency in Microsoft Office applications.
- Language skills are an advantage.
- Travel benefits that include discounted room rates and food & beverage.
- Recharge Days.
IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, colour, 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.
Guest Experience Delivery Manager in England employer: InterContinental Hotels Group
Contact Detail:
InterContinental Hotels Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Experience Delivery Manager in England
✨Tip Number 1
Network like a pro! Reach out to your connections in the hotel industry and let them know you're on the hunt for a Guest Experience Delivery Manager role. You never know who might have the inside scoop on openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching IHG Hotels & Resorts thoroughly. Understand their brand values and guest experience strategies so you can show how your skills align with their goals. We want to see you shine!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've improved guest satisfaction in previous roles. Use metrics and results to back up your claims – numbers speak volumes!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Guest Experience Delivery Manager in England
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Guest Experience Delivery Manager role. Highlight your experience in hotel operations and any consultancy roles you've had, as this will show us you understand what we're looking for.
Showcase Your Skills: Don’t forget to emphasise your relationship-building and analytical skills. We want to see how you’ve used these in past roles to drive guest satisfaction and improve performance, so give us some solid examples!
Be Authentic: Let your personality shine through in your application. We value a confident communicator who can adapt to different audiences, so don’t be afraid to show us who you are and how you approach challenges.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at InterContinental Hotels Group
✨Know Your Guest Love Metrics
Before the interview, get familiar with the key metrics that drive guest satisfaction, especially those mentioned in the job description. Understand how IHG measures Guest Love and be ready to discuss how you can contribute to improving these scores.
✨Showcase Your Relationship-Building Skills
Prepare examples of how you've successfully built relationships in previous roles. Think about times when you influenced stakeholders or collaborated with teams to achieve a common goal. This will demonstrate your ability to work cross-functionally, which is crucial for this role.
✨Be Ready for Problem-Solving Scenarios
Expect questions that assess your analytical and problem-solving skills. Prepare to discuss specific challenges you've faced in hotel operations and how you used data or insights to drive improvements. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Demonstrate Your Coaching Ability
Since the role involves coaching hotel teams, think of instances where you've mentored or trained others. Be prepared to share your approach to coaching and how you ensure that your team members understand and implement action plans effectively.