Senior Manager, Guest Love Performance - Thailand
Hotel Brand: IHG Corporate
Location: Thailand, Bangkok
Hotel: Corp Bangkok, 973 President Tower, 7th Floor, Ploenchit Road, Lumpini, Lumpini Pathumwan, 00000
Job number: 154169
Job Family Group: Performance Improvement & Operations Support (PIOS)
Region: EAPAC
Role Purpose
Drive consistent Guest Love and overall metric performance for newly opened and converting hotels by reducing ramp-up periods and improving key performance drivers. This role collaborates closely with hotel leadership teams—both on-property and virtually—to design and deliver tailored action plans and conduct high-frequency touchpoints that improve guest experience, operational compliance, and performance outcomes.
Key Responsibilities
- Lead Guest Love performance improvement, ensuring compliance with brand standards and consistent guest experience delivery across assigned hotels.
- Design tailored strategies to help hotels achieve strong metric performance; escalate product limitations as needed.
- Strengthen relationships with hotel leadership, providing Guest Love and NHOP ramp-up support.
- Conduct root-cause analyses and coach hotel teams on key IHG tools (e.g., Medallia, IHG Fundamentals).
- Create and oversee execution of collaborative action plans delivered via onsite visits and virtual support, including opening hotels and conversions.
- Embed IHG culture and a performance-focused mindset in newly opened hotels.
- Identify regional performance gaps and leverage best practices to achieve Guest Love targets.
- Champion compliance processes by coordinating solutions between hotel operators and internal stakeholders (HLG, Quality, Brands, L&D, Loyalty, etc.).
- Lead cross-functional initiatives that enhance shared knowledge and best practices across IHG.
- Ensure accurate tracking of touchpoints in Salesforce and escalate appropriately with Legal & HLG.
- Collaborate with Operations to align performance reporting and improvement efforts.
Key Metrics of Success
- NHOP ramp-up performance in guest experience metrics
- Guest Love results (Arrival Experience, Cleanliness, Breakfast)
- GSI performance
- Quality Evaluation outcomes
- Loyalty Recognition & Enrolment efficiency
Key Collaborative Network
Internal Interfaces:
- HLG
- CPD
- HPD/DOPs/MULs
- Brands
- Quality
- F&B (brand specific)
- Commercial, Revenue, Legal, Sustainability, Operations Support
Shared Accountabilities:
- Guest Love Performance Programme
- NHOP ramp-up
- Owner & hotel management relationships
- Commercial performance
- Performance Essentials working groups
Supervisor: Director, Performance Programmes
Required Education, Experience & Skills
Education
- Bachelor’s or master’s degree, or equivalent experience.
Critical Experience
- Strong knowledge of pre-opening hotel operations or hotel leadership roles.
- Consultancy experience with ability to manage multiple projects simultaneously.
- Comfort working independently and adapting communication style as needed.
- Ability to travel extensively.
Technical Skills & Attributes
- Strong relationship-building mindset.
- Strong analytical and problem-solving capability.
- Performance-oriented, with ability to create action plans.
- Proficient in Microsoft applications.
- Strong language proficiency.
Decision Rights
Owns:
- Guest Metrics performance for hotels under the Guest Love Performance Programme and assigned NHOP hotels.
Influences:
- Escalations and compliance processes between hotel owners/management companies and IHG.
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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