[Hiring] Guest Experience Delivery Manager @IHG

Role Description

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.

• 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

Qualifications

• 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 (up to 75%)
• 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

Benefits

• Travel benefits that include discounted room rates and food & beverage
• Recharge Days
• Volunteering Days