OneMain Financial Jobs

ゲストエクスピリエンスデリバリーマネージャー日本＆ミクロネシア担当（東京コーポレートオフィス）

Guest Experience Delivery Manager, Japan & Micronesia（Tokyo Corporate Office）

日本＆ミクロネシア地域のホテルのゲスト満足度指標（Guest Love）やその他の主要指標において優秀性と成果を牽引するオペレーションの専門家として、「Performance Essentials」プログラムのコンプライアンスを提供します。

カスタマイズされたサービス改善戦略を通じてコーチングを提供するとともに、オーナーやホテルの経営陣と現地およびオンラインで連携し、個別に策定されたアクションプランと頻繁な連絡を通じて協働します。

業務内容：

「ゲスト・ラブ」スコアの向上を推進し、ブランドの基準への準拠と一貫したゲスト体験の提供を確保します。

IHGおよび「パフォーマンス・エッセンシャル」プログラムとのホテル経営陣との関係を強化します。

ホテルに特化した根本原因分析を実施し、利用可能な主要IHGツール（Medallia、Tableau、IHG Fundamentals、Tactical Solveなど）についてチームを指導します。

効果的かつ協働的なホテルアクションプランを作成し、継続的なオンサイトおよびオンラインでのサポートを通じて実行に移し、チームの責任感と一貫したパフォーマンスを確保します。

地域ごとの課題を特定し、地域およびグローバルなベストプラクティスを活用して、Guest Loveのパフォーマンス目標を達成します。

ホテル運営者とIHGのステークホルダー（品質管理、HPD、ブランド、L&D、D&Eなど）の間でさらなる解決策を中央主導で推進し、Guest Loveのコンプライアンスプロセスを主導します。

IHGの各部門を横断してカスタマイズされた取り組みを主導し、知識と経験の共有を促進し、その成長に貢献する。

Salesforceを通じてタッチポイントとエンゲージメントを正確に追跡し、必要に応じて法務部門にエスカレーションする。

応募要件：

学歴：学士号／修士号、または同等の経験

専門知識・経験：

ホテル運営に関する知識／ホテル管理職としての経験

コンサルティング業務において複数のプロジェクトを同時に遂行できる能力

柔軟なアプローチとコミュニケーションスタイル

自主的に業務を遂行できる能力

頻繁な出張が可能

技術的スキルおよび知識：

関係構築の意識

分析力

問題解決能力

成果志向

Microsoft Officeの熟練した操作能力

アクションプランの作成能力

語学力：日本語および英語（ビジネスレベル）

Guest Experience Delivery Manager, Japan & Micronesia（Tokyo Corporate Office）

Role Purpose:

Deliver hotel compliance in the Performance Essentials programme, as an operations experts who drives excellency and results across the Guest Love metric and other key drivers. Coaching is provided via a tailored service improvement strategy, while working collaboratively with owners and hotel leadership teams on-property and virtually, with a bespoke action plans and high frequency touch points.

Key Accountabilities:

Drive Guest Love scores, ensuring hotel compliance with brand specification and consistency guest experience delivery.

Strengthen hotel management relationship with IHG and the Performance Essential programme.

Perform hotel focus root cause analysis, coaching team on key IHG tools available (such as Medallia, Tableau, IHG Fundamentals, Tactical Solve, etc.)

Create effective and collaborative hotel action plans, delivered by continue blended onsite and virtual support, ensuring team accountability and consistent performance.

Identify regional gaps and leverage regional/global best practices to reach Guest Love performance targets

Champion the Guest Love compliance process by centrally driving further solutions between hotel operators and IHG stakeholder (such as Quality, HPD’s, Brands, L&D, D&E, etc.).

Operates and contributes to growth of shared knowledge and experiences by leading tailor-made initiatives across IHG functions.

Ensure touchpoints and engagement is tracked accurately through Salesforce and escalated with Legal when needed.

Key Skills & Experiences:

Educational Attainment:

Bachelor/master degree or equivalent Experience

Critical Expertise & Experience:

Knowledge of hotel operations / hotel leadership role

Ability to work in consultancy on multiple projects

Flexibility in approach and communication style

Initiative to work independently

Ability to travel extensively

Technical Skills & Knowledge:

Relationship mindset

Analytical skills

Problem solving ability

Performance oriented

Proficient in Microsoft applications

Action planning creation

Languages proficiency Japanese and English business level

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.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.