Manager, Brand Service and Culture Delivery
This role ‘translates’ brand strategy/promise into differentiated, executable and measurable service programs, and drives their localization, activation, adoption and continuous improvement across Greater China hotels, in partnership with Brand, Learning and Operations.
Your day to day
• Own the localization, activation and adoption of Global Brand Service Programs Across Greater China- the end-to-end regionalization of global brand service programs, ensuring implementation, and sustainable behaviour change across Greater China hotels
1) Partner with global project teams during the program development phase by reviewing project plans, providing regional insights, validating concepts, and contributing to content development.
2) Partner with Learning teams to review and validate localized learning and communication materials to ensure alignment with brand intent and regional market needs.
3) Collaborate with GC Operations, Brand, HR teams to design and implement regional operational observation and reinforcement activities.
4) Develop and execute regional launch, engagement, and communication plans in partnership with the local project team.
5) Continuously gather hotel feedback, monitor program effectiveness, and drive ongoing improvements to sustain program adoption and impact across the region.
• Translate approved brand strategy, brand promise and guest experience expectations into differentiated, scalable service programs that can be consistently executed and continuous improvement in hotels
1) Partner with Brand/Operations/HR teams to translate brand positioning, service expectations and guest experience priorities into practical service programs and hotel activation initiatives.
2) Build strong cross-functional partnerships and align stakeholder expectations across Operations, Brand, HR, and other relevant functions.
3) Maintain regular communication with Global Brand and Guest Experience (GXSS) teams to ensure alignment with global strategies, standards, and best practices.
4) Manage hotel communications throughout the project lifecycle in accordance with the Hotel Ready Process.
5) Manage external vendors throughout the project lifecycle, including briefing, project planning, timeline management, budget control, contract administration, and payment processing.
• Lead the sustainment strategy and planning of Brand Services training to drive performance for owners and operators.
• Drive Continuous Improvement of Branded Service Excellence - build mechanisms to measure program adoption and effectiveness, identify and scale service excellence practices, and generate insights that drive continuous improvement and long-term behavioral change across Greater China hotels
1) Lead cross-functional initiatives reinforce brand-aligned employee behaviors across hotels.
2) Gather and analyze hotel, guest, and stakeholder feedback to identify adoption gaps, improvement opportunities, and emerging service trends.
3) Establish and monitor program adoption and effectiveness metrics, evaluate program impact, and provide actionable recommendations to optimize outcomes and strengthen brand service delivery.
4) Identify, codify, and scale service excellence best practices across the region, enabling knowledge sharing, accelerating adoption, and driving operational consistency.
5) Continuously assess the effectiveness of branded service programs and culture-building initiatives, leveraging insights and evidence to inform future enhancements, sustain behavioral change, and improve guest experience outcomes.
What we need from you
• Bachelor's degree or above in Hospitality Management, Business Administration, Marketing, Learning & Development, Organizational Development, or related disciplines.
• Hospitality industry experience is preferred.
• Minimum 5 years of experience in hospitality operations, guest experience, brand services, learning & development, or related functions.
• Experience leading cross-functional projects and managing multiple stakeholders.
• Experience in program development, service culture, employee engagement, or change management preferred.
• Strong understanding of brand strategy, guest experience, and service culture principles.
• Ability to translate strategic priorities into scalable programs and practical implementation.
• Strong stakeholder management, influencing, and cross-functional collaboration skills.
• Strong analytical and project management skills, with the ability to measure effectiveness and drive continuous improvement.
• Excellent communication skills in English and Mandarin; proficient in Microsoft Office applications.
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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