IHG is a global hotel company whose goal is to create Great Hotels Guests Love. We have more than 5,500 hotels and nearly 860,000 guest rooms in almost 100 countries around the world.
We operate a broad portfolio of hotel brands – InterContinental®, Regent®, Kimpton®, Crowne Plaza®, Hotel Indigo®, Six Senses®, EVEN®, voco®, Holiday Inn®, Holiday Inn Express®, avid®, Staybridge Suites®, Atwell Suites®, Candlewood Suites®, and HUALUXE™.
We want to grow by making our brands the first choice for guests and hotel owners.
Our strategy is to build the hotel industry’s strongest operating system focused on the biggest markets and segments where scale really counts.
IHG's operating system is made up of all the things we do to drive demand for our brands. This includes our advertising and marketing campaigns, our 11 global call centres, 13 local language websites, our global sales team of more than 17,600 professionals, IHG® Rewards Club – the world's largest hotel loyalty programme with nearly 94 million members – and all the advantages that IHG's global hotel distribution and scale brings to brand awareness.
The IHG Quality Audit internship is a six-month internship programme specifically designed for university undergraduates. The programme enables them to gain experience in the Performance and Operations Support function in one of the biggest hospitality companies in the world.
This program is designed to provide hands-on experience working with hotels, tools/systems and with different functional experts. On-the-job learning will be complemented with e-learning via IHG’s Learning and Development modules, as well as mentoring and networking opportunities
As a Quality Audit Intern, you will be providing support to the Quality Audit team across three main programs/projects: (1) Quality360 Program – the mainstay Quality Audit program which measures hotels’ compliance to IHG Brand Standards; (2) Tactical Solve 2.0 – IHG’s very own qualitative analysis tool which uses artificial intelligence (AI) to breakdown guest feedback so that hotels know what to work on to drive Guest Love; and (3) Evolution of Quality360 – a new and improved way of looking at how we measure Quality in hotels.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Assist in the Quality360 Program Business As Usual (BAU) activities, including handling logistics of the annual auditors training, responding to queries raised by hotels through the IHG support portal, and data analysis from the Global Evaluation Manager (GEM) application as well as Quality Dashboard (Tableau).
- Coordinate the training and communications for new support portal admins from the UK office as well as hotels in the Europe Business Unit, as the IHG support portal expands to Europe in 2020.
- Be responsible for the quarterly Tactical Solve 2.0 Heartbeat action planning submission preparation: import monthly Heartbeat Guest Survey and Social Media Reviews data; manage user access requests (grant and revoke user access); manage hotel list (create, modify and delete hotels from system); monitor and engage hotel champions on their hotels’ submission status.
- Support the launch of Tactical Solve 2.0 (Heartbeat action planning tool) to the Europe Business Unit on the administrative end (see previous bullet point) and the training and communications end (i.e. train-the-trainer sessions with the EMEAA Central Operations virtual consulting team, preparation for General Manager (GM) Learning Events, internal communications story to hotels, competition to drive engagement and usage of the tool etc.)
- Assist with the EMEAA pilot of the Evolution of Quality360: monitor the top performing hotels and design a platform for recognition and sharing of best practice; track the performance of the bottom performing hotels and support the consultation calls with these hotels by providing reporting on problem areas; respond to queries on the pilot criteria and measurement methodology; engage corporate stakeholders to agree on ways of working going forward.
- Be a key project team member on assigned Brand Standards/Brand Experience projects.
EDUCATION
- Undergraduate student currently pursuing a degree in Hospitality Management or Business Administration preferred. Other specializations are also welcome to apply.
EXPERIENCE
- Prior work experience (e.g. internships) preferred.
TECHNICAL SKILLS
- Demonstrate strong knowledge of Microsoft Excel functionality to include the use of formulas and pivot tables etc.
- Able to perform statistical analysis on data, including use of charts, tables and graphs on PowerPoint for stakeholders to interpret.
- Demonstrates knowledge of current affairs and business trends.
- Demonstrates clear, concise, and succinct communication skills, including adapting both technical verbal and written communication to the needs and level of different audiences.
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