Whether you’re starting out or stepping up, you’ll find support, purpose and the chance to grow through every challenge at IHG Hotels & Resorts.
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
What we’re looking for
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
What we offer
We provide a wide range of benefits designed to help you live your best work life. Including:
Travel benefits that include discounted room rates and food & beverage
Recharge Days
Volunteering Days
Who we are
IHG Hotels & Resorts is one of the world’s leading hotel companies, with 20 brands and more than 6,800 hotels globally.
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. Room for you to belong, to grow and to make a difference. Together, we’re creating True Hospitality for Good.
IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards 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.
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.
Your ambition, your growth, your success.
If this is You, there’s Room for You.
At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?
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.
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