IHG Hotels and Resorts

Role Purpose

We are seeking a dedicated System Health Coach who will play a pivotal role in fostering strong relationships with users and regional leads. In this position, you will proactively engage with stakeholders to understand their needs and challenges, ensuring they receive the support and coaching necessary to excel.

You will monitor user engagement metrics to assess the overall experience and identify opportunities for improvement. By collaborating with the system health data team, you will gain valuable insights into user interactions, allowing you to tailor support initiatives effectively. Additionally, you will work closely with the learning and development team to ensure that our training modules are aligned with the evolving needs of our users.

Your feedback will be instrumental in guiding the product and N2Pricing teams in their ongoing development efforts, while your collaboration with the analytics team will help pinpoint areas for enhancement based on user feedback. By reviewing and analysing support tickets, you will identify trends and areas for improvement, ultimately contributing to a more seamless and effective user experience.

Ongoing monitoring of the systems to ensure continued optimisation of usage from users and improvements within the systems and identifying areas of improvements needed in calibration of the system or enhancements.

This System Health Coach will need to be fluent in Mandarin and English as they will liasing with clients and vendors who require that language skills.

Key Accountabilities

• Proactively engage with users and regional leads to influence user behaviour.
• Partner with the regional leads to identify where coaching or support may be required.
• Monitor usage of the system across various metrics.
• Engage with the system health data team to further understand insights that are being observed.
• Work with the learning and development team to ensure that areas of need are reflected in the training modules.
• Work with the product team and N2Pricing team to give rounded feedback and insights to support ongoing development of the tool.
• Engage with the analytics team where possible calibration of the system is needed. • Monitor and review the support tickets that are being opened to identify areas of need.

Education:

Associate degree, Bachelor’s degree or technical institute degree/certificate or an equivalent combination of education and work-related experience (desirable, not essential)

Experience: 2-4 years progressive work-related experience within a revenue management function or similar environment, with demonstrated proficiency and understanding of the revenue management discipline. Good understanding of the way revenue management systems work either as a user or from the product side.

Technical Skills and Knowledge

• Demonstrated effective verbal and written communication skills in English and Mandarin for the purpose of providing information to clients, vendors, senior management and staff. Must be able to work effectively with General Managers, Director of Revenue, Regional team members. Possess strong relationship development/management skills. Conflict management/resolution and negotiation/persuasion skills critical.
• Demonstrated ability to maintain a consistent, high quality customer-focused orientation, including providing clear, accurate information; explaining procedures or materials or providing supplemental information; anticipating problems or questions.
• Demonstrated practical problem solving by developing solutions and/or follow-up plans to quickly resolve communications gaps with hotels, leadership and regional teams.
• Demonstrated knowledge of hotel systems, programs and training principles and procedures.
• Demonstrated ability to keep current with industry trends/changes.
• Demonstrated analytical skills and ability to use the results of analysis to identify system issues or user behaviour changes

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?

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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