The posting
Job Description
Role Purpose
Create and lead best in class contact center operations that consistently delivers a customer experience that maximizes profitable revenue, optimizes cost of sale, promotes brand preference, and builds customer loyalty. Create a high performing culture of accountability that fosters employee development and promotes high employee engagement.
Key Accountabilities
- Accountable to deliver the commercial results associated with the specific assigned location(s)with the scope of accountability, including revenue, variable costs, customer satisfaction, and employee engagement.
- Responsible for overseeing the global vendor / partner contact center service operations group. This position is responsible for the management of relationships with all providers of contact services, to deliver consistently excellent service to achieve IHG’s strategic vision and target commercial outcomes.
- Oversee the review of current business results and trends and work with each of the site Guest Relations Operations teams to implement specific action plans to improve operational performance from areas of shortfall identified.
- Oversee guest relations training development and implementation to all Guest Relations functions globally.
- Consult and negotiate with functional support subject matter experts to effectively implement processes, procedures, tools, technologies and other best practices that enhance the effectiveness of the operation and deliver the defined customer experience and required commercial results.
- Hire and retain high performing employees that demonstrate behaviors, skills, and competencies that are aligned with our Growth Behaviors and operating model.
- Assess and analyze performance results, understand challenges, opportunities, and variances versus targets and develop action plans to improve performance or build upon successful results.
- Collaborate across the various operations, sharing best practices and operational insights that can improve the global operation.
- Manage multiple languages across all global call centers, to include all global outsourced partners to support businesses in all regions of IHG.
- Support the development and institutionalization of a continuous improvement process that encompasses agent effectiveness and compliance, and the effectiveness of all processes, procedures, tools, and technology.
Key Skills & Experiences
Education
- Bachelor's or Master's Degree in a relevant field of work or an equivalent combination of education and work related experience.
Experience
- 10+ years progressive work related experience with demonstrated proficiency in multiple disciplines/technologies/processes related to the position as well as 5 to 7 years managing teams and/or significant complex projects
Technical Skills and Knowledge
- Demonstrated knowledge of reservation center operations and hotel operations
- Demonstrated strategic planning, financial management, customer relations, and personnel management.
- Demonstrated project management experience in organizing, planning and executing large-scale projects from conception through implementation.
- Demonstrated experience in leading and developing people.
- Demonstrates effective verbal and written communication skills for the purpose of providing information to clients, vendors, and staff.
About Us
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.
