Bringing True Hospitality to the world.

We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.

We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.

With over 370,000 colleagues in nearly 100 countries sharing our values, there’s countless opportunities at your fingertips.

We’re growing; grow with us.

Purpose of the role – (Role Summary)

The Partner Performance Analyst is responsible for supporting IHG’s Partner Operation in vendor/partner sites to optimize their performance across the key metrics of sales performance (NewRevCH, Conversion, ADR, partner programs) and to support in monitoring and improving IHG standards for quality and customer satisfaction. It will also be key in supporting the Partner to establish a competent Customer Care and non-Voice contact process capability in markets supported and to support in implementing other new initiatives as required. This role will support the Partner in knowledge transfer through on the floor and query support and through maximizing engagement with IHG. Deliver, support and execute on strategies and initiatives that promote brand preference, builds customer loyalty and operational effectiveness.

Work Location: Salt Lake City, UT or Atlanta, GA in a hybrid work environment

Key Accountabilities –

Quality Monitoring and Improvement

• Listen to calls and provide on the floor/remote support during on the job training and in support of new Specialists and those who have been identified as benefiting from additional support
• Evaluate and monitor phone/non-phone contacts vis-à-vis critical performance standards
• Provide accurate, consistent and fair evaluations along with positive feedback to partner leadership team on agent performance.
• Accomplish required no. of daily, weekly and monthly monitors in accordance with specified guidelines
• Flag contacts that have critical deviations to quality standards and report such to the Team Manager and the Operations Manager so that immediate action can be undertaken to prevent guru cases and/or customer complaints.
• Participate in call calibration sessions to ensure consistent and fair evaluations across CROs

Performance and Knowledge Improvement

• Identify training needs, process improvement opportunities and possible system enhancements
• Identify, analyze and report performance gaps, trends, reasons for non-conversion, causes of customer dissatisfaction, drivers of AHT, and other service defects that impact the achievement of operational goals.
• Audit all aspects of partner site operations to provide recommendations/ relevant insights to help improve service quality, drive revenue, reduce costs, improve turnaround time and increase customer satisfaction
• Work with the Partner team to develop clear plans to address extended performance issues with agents or Team Managers meeting targets.
• Answer inquiries/questions of Operations in regard to any aspects relating to how to best perform the services and process
• Performance coaching and providing additional on the floor know how at times of change/ new teams/ as required responding to or brokering queries to the right place within IHG and ensuring resolution

Engagement and representing IHG

• Share and engaging the outsource team in IHG news and change. Maximise employee awareness to increase brand and product knowledge and effective relationship management with business partners and colleagues.
• Demonstrating brand knowledge, brand passion and brand pride trough the display of IHG Brand Hearted behaviors.
• Ensure effective delivery of marketing campaign material and development of relationship with regional marketing team
• Co-ordinate the delivery of corporate activities within given budget and appropriate to employee and brand needs.

Education

Bachelor’s degree or higher education preferred but not required (localization as necessary).

Experience

4 to 7 years progressive work-related experience in a call center, sales, or customer support environment as well as demonstrated proficiency in multiple disciplines/processes related to the position. At least two years’ experience as a Reservations and/or Customer Care Team Manager.

Technical skills and Knowledge –

• Understands Reservations/ Customer Care call flows/ processes and metrics reporting
• Ability to coach and mentor other Managers and Specialists for optimum performance
• Excellent written and oral communication skills
• Excellent listening skills
• Highly analytical with strong attention to detail
• Proficient in MS Office applications and internet savvy along with other relevant system competencies
• Good presentation skills
• Results oriented and self-driven, ability to work on own initiative
• Excellent work ethic and attendance record
• Good time management, organization, and priority skills
• Knowledge of Quality Assurance concepts and guidelines
• Proven ability to create and establish effective working relationships to impact and influence team members, peers, and management
• English speaking. Other European languages, not essential but a benefit
• Must be comfortable using meeting systems and video cameras
• Basic understanding of system hardware, software and ISP troubleshooting

Work Location: Salt Lake City, UT or Atlanta, GA in a hybrid work environment

We’ll reward all your hard work with a great salary and benefits – including great room discount and superb training.

Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees 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.

IHG is committed to promoting a culture of inclusion where everyone feels safe, respected and valued. We seek talent from all backgrounds to join our teams, and encourage our colleagues to bring their authentic and best selves to work.

Not Applicable for Colorado Applicants.