VP, Reservations & Customer Care

IHG Hotels & Resorts; Atlanta (GA); On-site; USD 147,000 - 300,000; Full time

Job summary

IHG Hotels & Resorts is seeking a Vice President for Reservations & Customer Care responsible for directing customer contact centers globally. This role combines strategic leadership in service transformation with enhancing customer experiences while focusing on revenue growth and operational efficiency. Applicants should have extensive experience in contact center operations and the ability to steer digital transformations effectively.

Benefits

Comprehensive benefits package

Paid time off

Hybrid work flexibility

Qualifications

• 15+ years in contact center operations, 5 years in senior leadership.
• Proven experience in managing large BPO networks.
• Strong financial acumen for managing budgets.

Responsibilities

• Lead strategic initiatives for Reservations and Customer Care.
• Enhance customer experience through a blend of digital and human interaction.
• Maximize reservation conversion and optimize performance metrics.

Skills

Digital Transformation

AI Integration

Customer Service Best Practices

Collaboration

Education

Bachelor's degree

Master’s degree or MBA preferred

Tools

CRM Technologies

WFM

QA

Omnichannel Technologies

Job description

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The Role

The Vice President, Reservations and Customer Care is responsible for the strategic leadership and operational excellence of IHG’s global customer contact ecosystem, encompassing 10 global service centers—both owned and outsourced. This role leads the evolution of IHG’s customer engagement model, driving the shift toward digital-first service while ensuring high-touch human support remains at the heart of key guest moments. The VP ensures all contact strategies are aligned to commercial goals, brand standards, and guest expectations, with a clear focus on innovation, efficiency, and revenue growth.

The Role

The Vice President, Reservations and Customer Care is responsible for the strategic leadership and operational excellence of IHG’s global customer contact ecosystem, encompassing 10 global service centers—both owned and outsourced. This role leads the evolution of IHG’s customer engagement model, driving the shift toward digital-first service while ensuring high-touch human support remains at the heart of key guest moments. The VP ensures all contact strategies are aligned to commercial goals, brand standards, and guest expectations, with a clear focus on innovation, efficiency, and revenue growth.

Your Day-to-Day

Strategic Leadership

Define and execute the global strategy for Reservations and Customer Care, aligning operational priorities with IHG’s vision and objectives. Transform the contact center network to a digitally enabled, omnichannel ecosystem, and oversee the roadmap for next-gen service capabilities like automation, AI, self-service, and intelligent routing. Establish a future-ready operating model optimizing the mix of captive centers and BPO partnerships globally.

Customer Experience Enhancement

Champion a guest-first mindset across all service channels, ensuring interactions reflect IHG’s brand promise. Enhance key guest moments with a blend of digital convenience and human care. Drive continuous improvement in CSAT, NPS, and FCR through data-driven quality assurance and VOC insights, ensuring service accessibility and consistency across languages, geographies, and brands.

Revenue Growth and Performance Optimization

Maximize the commercial value of contact centers by improving reservation conversion, upsell performance, and cross-sell of loyalty and ancillary products. Identify and implement cost optimization opportunities while maintaining service quality and brand standards. Partner with Revenue Management, Sales, and Marketing to align contact center strategies with seasonal campaigns, pricing changes, and demand drivers, while tracking and managing performance metrics like cost per contact, digital containment, and productivity benchmarks.

Cross-Functional Collaboration

Act as the strategic liaison between Customer Care and key global functions, influencing enterprise decisions that impact the guest journey. Ensure the voice of the contact center is represented in global experience design. Collaborate with Product and Tech teams to deploy service-enabling technologies like AI, bots, CRM enhancements, and knowledge platforms.

Team Leadership and Development

Lead a diverse, global team, fostering a culture of agility and innovation. Drive performance through talent development, accountability, and continuous improvement. Encourage teams to adapt quickly to emerging guest needs and tech advancements.

What We Need From You

• Bachelor's degree required; Master’s degree or MBA preferred.
• 15+ years in contact center operations and at least 5 years in a senior global leadership role overseeing large-scale service and sales teams.
• Digital Transformation and AI: Proven expertise in contact center digital transformation and AI integration. Experience managing large BPO networks across geographies.
• Technical Skills: Strong understanding of CRM, WFM, QA, and omnichannel technologies.Deep knowledge of customer service best practices in hospitality or service sectors.
• Commercial Acumen: Ability to link service strategies to revenue impact. Expertise in managing large-scale operational and capital budgets with strong financial acumen.
• Team Management: Experience managing complex, distributed teams worldwide. Foster collaboration across varied functions and geographies.
• Leadership and Development: Build strong leadership capability through talent development, coaching, and succession planning.
  
  

Location: Atlanta, GA preferred.

Travel: 30-40%

The salary range for this role is $147,084 to $300,000. This role is also eligible for bonus pay (as applicable). We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees.

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.

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. Start your journey with us today.

Important information:

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
• If you require reasonable accommodation during the application process, please click here.
• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.
• If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.
  
  

Seniority level

• Seniority level

  Executive

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Hospitality

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