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Customer Experience Analyst

2 weeks ago

Makati City, National Capital Region, Philippines IHG Hotels & Resorts Full time

Our company is looking for a Customer Experience Analyst to join our Instant Service Center team. As a key member of our Operations Team, you will be responsible for providing analytical support and guidance on established WFM processes. Your primary goal will be to educate the team to achieve optimal cost, revenue, and guest experience outcomes.

You will enable the team to make informed decisions using available tools, insights, and resources in Real Time Management and Business support. You will also maintain customer service standards, efficiencies, and service level agreements, while supporting the team, IHG, and owners in achieving full revenue potential.

Key Accountabilities:

  • Monitoring and tracking Attendant performance to ensure adherence to all applicable KPOs and targets.
  • Generating and managing staffing requirements based on forecasts and anticipated trends.
  • Tracking and developing daily and interval-level forecast requirements for the team.
  • Determining and approving all required scheduling adjustments and time-off requests based on staffing needs.