Operations Specialist, Guest Experience Analytics

Operations Specialist, Guest Experience Analytics Location: United States, Georgia, Atlanta Address: 1 - Corp Atlanta Ravinia, Three Ravinia Drive, Suite 100, 30346 Job number: 164604 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, 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. What we need from you 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 Location Atlanta, GA; 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. Compensation & Benefits The salary range for this role is $60,000.00 to $80,000.00. This role is also eligible for bonus pay (as applicable). We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees. Equal Employment Opportunity IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. IHG promotes a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives. Additional Information 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. 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. EEO Is The Law. Equal Opportunity Employer. #J-18808-Ljbffr