(Snr) Consultant, Digital Guest Experience

Intercontinental Hotels Group; Windsor; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading global hotel group seeks an experienced candidate to bridge technology and guest experience in Windsor, England. The role emphasizes the development and execution of Digital Guest Experience products and managing large-scale projects. The ideal candidate will have 7+ years in hospitality or IT, a strong background in project management, and the ability to optimize guest experiences through tech solutions. Competitive compensation and professional growth opportunities are offered.

Qualifications

• At least 7 years of practical experience in hotel operations or IT in the hospitality industry.
• Strong understanding of Digital Guest Experience products and their implementation.
• Experience in project management for large-scale projects.

Responsibilities

• Drive successful outcomes for key Digital Guest Experience solutions.
• Develop and execute Digital Guest Experience products to optimise guest experience.
• Manage and monitor project initiatives ensuring alignment with business objectives.

Skills

Project management

Stakeholder engagement

Technical consultation

Agile methodologies

Communication skills

Education

Bachelor's or master's degree

Tools

Project management software

UX/UI development tools

Job description

This role works closely with regional business sponsors and acts as a bridge between Product & Technology, the brands, commercial and operational teams in the region. Driving technology vendors to help them understand what is important to IHG's brands and hotels to influence their product roadmaps accordingly. With a focus on Digital Guest Experience products such as digital arrivals, departures and skip the front desk, develop & deliver turn-key products and services for the region's hotels from solutions designed internally and by vendors whilst driving adoption and compliance of IHG approved solutions. Ensure that systems are deployed and used effectively and are optimised to deliver maximum benefit in IHG's hotels using best practice. Provide consultancy services relating to Digital Guest Experience technologies and brand standards for hotels, internal functions, key vendors and owner/franchisee groups to support the integration of key P&T technologies.,

• Drive successful outcomes with a regionally appropriate approach for key IHG Digital Guest Experience solutions, including, but not limited to, IHG Connect, Digital Arrivals/Departures, Mobile Key, Mobile Front Desk, etc.
• Develop and execute Digital Guest Experience and related products for the assigned region to streamline the various touchpoints to optimise the guest experience on-property.
• Close key competitive gaps and positively advantage IHG in both guest experience and owner perception.
• Create and drive compliance programmes to increase adoption of preferred solutions in the region's hotels.
• Manage and monitor large scale project initiatives and ensure the project activities are consistent with established standards and meet user and business objectives.
• Proactively communicate and collaborate with external and internal customers for analysis information needs and functional requirements and deliver standard business requirement documents as required.
• Demonstrate a high understanding of the IHG brands and interpret how technology is able to assist in the Unique Guest Experience for each brand.
• Responsible for developing design, best practice programs, documentation, processes, and training to support the implementation of Digital Guest Experience technologies, collaborating with other members of the Product & Technology teams where appropriate.
• Provide subject matter support on escalated issues and manage continuous improvement process to ensure solutions remain competitive and supportable.
• Support all internal and external marketing and communications efforts.
• Partner to develop and deliver training and change management for multiple hotel and corporate stakeholders and audiences.
• Conduct and leverage consumer and industry-based research to determine optimal product configuration and services for the region. Benchmark best-in-class experiences across multiple industries and sectors to prioritise the guest experience and facilitate implementation and support.
• Support the development and implementation of multiple Digital Guest Experience-related programmes and services supporting regional brand initiatives and global multi-brand programmes.
  
  Bachelor's or master's degree or an equivalent combination of education and work-related experience.
Experience At least 7 years practical experience of hotel operations and/or in IT environment, preferably within the hospitality industry. Hotel operational experience, including frontline or leadership roles, is highly desirable. Technical Skills and Knowledge
• Demonstrated project management experience in organising, planning, and executing large-scale projects from conception through implementation and ability to translate strategic business requirements into technical specifications and specific system functionality.
• Demonstrated product development/management experience for both large- and small-scale product development, preferably within a technology and/or hospitality environment.
• Demonstrated understanding and implementation of Digital Guest Experience products and solutions in the hospitality industry setting.
• Demonstrated knowledge of Web, Mobile, CRO, Hotel Operations, PMS, UX/UI development and testing using Agile methodologies and customer-driven design thinking.
• Demonstrated proficiency in conceptualising and translating business requirements into specific system functionality.
• Demonstrated project management experience in organising, planning and executing large-scale projects from conception through implementation.
• Demonstrates effective verbal and written communication skills for the purpose of providing information to leaders, peers, stakeholders, clients, vendors, and colleagues