Hotel Service Management Escalations – Team Leader - Makati, National Capital Region

Role Purpose · Lead a team that delivers expert-level support for all hotel-facing Product & Technology services by overseeing the management and resolution of escalated incidents. This role contributes to global 24/5 escalation coverage, ensuring timely issue resolution, support ...

Paglalarawan ng trabaho

Role Purpose
Lead a team that delivers expert-level support for all hotel-facing Product & Technology services by overseeing the management and resolution of escalated incidents. This role contributes to global 24/5 escalation coverage, ensuring timely issue resolution, supporting major incident processes, and fostering collaboration across internal teams and external partners. The Team Leader drives continuous service improvement and operational excellence to elevate hotel and stakeholder satisfaction.

Key Accountabilities

• Lead global incident and escalation management by overseeing the resolution of issues in alignment with the 24/5 "follow the sun" support model. Ensure timely coordination with IHG and vendor support teams across EMEAA and AMER regions to maintain continuity of service and effective issue resolution across time zones
• Build and maintain strong relationships with internal teams and external partners. Ensure consistent service delivery at or above SLA targets through proactive engagement and collaboration
• Drive service enhancement initiatives by identifying recurring issues, process gaps, and opportunities for optimisation. Champion a culture of learning and proactive problem-solving.
• Ensure team participation in major incident bridges, facilitate effective communication, and engage appropriate resolution teams. Support post-incident reviews and contribute to continuous improvement efforts
• Promote alignment and collaboration across Product Services, Early Life Support (ELS), and other internal and external stakeholders and champion knowledge-sharing practices to enhance service outcomes

Key Skills & Experiences
Education

ITIL Foundation certification (preferred)

Experience

• 3+ years of experience in IT service management or escalation handling, with at least 1–2 years in a leadership or supervisory capacity. Hospitality sector experience strongly preferred
• Hands-on experience with ITSM platforms such as ServiceNow, Jira Service Management, or BMC Remedy. Ability to leverage these tools for escalation tracking, reporting, and workflow optimisation
• Proven experience working in a 24/5 support environment with geographically distributed teams. Skilled in managing handovers, maintaining service continuity, and coordinating across time zones.
• Demonstrated success in managing third-party service providers and technology vendors. Skilled in enforcing SLA compliance, resolving vendor-related escalations, and conducting performance reviews.
• Experience leading a team of escalation analysts, including setting goals, coaching, and performance management. Ability to foster a high-performing, collaborative team culture.
• Strong interpersonal and communication skills, with the ability to translate technical concepts for non-technical audiences. Experience engaging with hotel teams, owners, and cross-functional stakeholders.

Technical Skills and Knowledge

• Able to lead a team of escalation analysts, providing guidance, coaching, and performance oversight to ensure consistent, high-quality support. Fosters a collaborative and accountable team culture focused on service excellence
• Demonstrates a strong understanding of hotel operations and hospitality technology, enabling effective support and alignment with business needs
• Excels in customer care and relationship building, fostering trust and satisfaction among hotel teams, owners, and stakeholders
• Applies strong analytical and problem-solving skills to resolve complex issues while remaining calm and focused under pressure
• Communicates technical concepts in a clear, accessible manner tailored to diverse audiences, including hotel staff and ownership groups
• Capable of delivering training sessions and support materials to individuals or small groups, enhancing team capability and service consistency
• Self-motivated and able to work independently, taking ownership of tasks and driving results without constant supervision
• Displays cultural awareness and sensitivity when working across global teams and diverse stakeholder groups
• Willing to adapt working hours to meet business needs, including early mornings, evenings, weekends, and public holidays when required

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.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.