Hotel Experience Champion Program Manager
Hotel Brand:
Location: Mexico, Guadalajara
Hotel: Corp Guadalajara, Ontario #1050, Col., 44630
Job number: 136184
Role Purpose
Manage and execute the implementation of global and regional activations that drive guest and colleague experience through engagement of the Hotel Experience Champion community.
Key Accountabilities
- Create & cascade annual regional delivery plan to achieve hotel metric performance aligned with global and regional stakeholders. Consult with cross-functional and regional teams to ensure the necessary logistical network is in place for the operational rollout of plan.
- In partnership with Guest Shared Services, Performance Analytics, Operations, Brand, Corporate Responsibility, Loyalty, Learning & Development, and other relevant stakeholders, coordinate the creation of actionable, performance driving HEC call content.
- Creation and delivery of scheduled call presentations to hotels.
- Lead the execution of the program’s external and internal communication strategy, including call invitations, post-call emails, Brand Challenges, Hotel Bulletin, Source and Champions Corner posts.
- Track attendance and feedback to measure program health and success.
- Develop and maintain HEC Calendar of activities in partnership with key stakeholders.
- Co-develop additional training & engagement tools & content where appropriate or lead creation of regional specific programs, tools, and resources for hotels to drive metrics performance with internal stakeholders, including content design & delivery.
- Ensure all relevant Champion content is readily available in required language.
- Drive the HEC community engagement strategy and foster an active and supportive forum by acting as moderator and primary point of contact for the Champion Community.
- Develop and maintain HEC communications calendar across all HEC channels and regions.
- Lead and coordinate projects with internal and external agency partners aimed at enhancing or evolving the HEC program globally.
Key Skills & Experiences
Education
- Bachelor's Degree in a relevant field of work or an equivalent combination of education and work-related experience.
Experience
- 5-8 years progressive work-related experience in hotel operations with demonstrated proficiency and understanding in one or more functions related to the position including multiple project management disciplines/processes related to the position.
Technical Skills and Knowledge
- Demonstrated project management experience in organizing, planning, and executing small- to large-scale projects from conception through implementation and ability to translate strategic business objectives into successfully implemented activations.
- Fluency in English and Spanish.
- Excellent organizational, verbal and written communication skills for the purpose of providing and presenting information to stakeholders, vendors, management, and staff.
- Demonstrated ability in creating and delivering PowerPoint presentations.
Who we are
At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You’ll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there’s Room for You at IHG.
Over recent years, we’ve transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.
We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That’s why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that’s why leaders work with teams to determine how and when they collaborate.
We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.
Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, 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.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
