GUEST SERVICES MANAGER

Careers for people who love helping people. Grow with Hyatt.

This position can be worked at our GPGS Hub in Omaha, Nebraska or Marion, Illinois. This position can also be worked remotely. Please note this position can only be worked remotely from the following states: Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah and Wisconsin.

Directly responsible for the management and oversight of a Guest Services Team consisting of 500 Guest Services professionals. Provide guidance and motivational leadership that fosters an atmosphere of community while driving superior performance, retention and engagement for colleagues in various levels of responsibility and focus. Oversee the day to day management of the operation as well as the individual performance of their team members to provide world class service to all Hyatt guests. Part of peer managed leadership team of managers who must regularly work together to hire, train, evaluate, coach, counsel, drive business outcomes and manage to set key performance indicators. Demonstrates vested ownership in covering all hours of the operation (20x7) through partnerships with other leaders in order to support our colleagues.

Position Responsibilities:

• Lead colleague teams for improved performance through continuous improvement to maximize quality and deliver the lowest cost.
• Coach colleagues to deliver a low effort guest experience and create a high level of guest satisfaction.
• Actively involved in the hiring process of Guest Services Colleagues including screening, interviewing and collaboration with the HR team to determine fit.
• Build strong working relationships with colleagues to create a positive and caring work environment, motivate team members through ongoing recognition and drive improved right fit retention.
• Responsible for performance of colleagues on the team ensuring key performance indicators are met or exceeded.
• Write and deliver documentation for purposes of counseling, evaluation and discipline up to and including termination.
• Manage both in house and remote colleagues in all aspects of performance and leadership responsibilities.
• Work as a collaborative leadership team to cover the operational schedule from 6am to 2am, Monday through Sunday ensuring management coverage for all hours of operation. Regular attendance on all shifts scheduled is required.
• Actively participate in meeting our Call Handling Goals including taking customer calls, working customer cases, monitoring and responding to social media and booking reservations during peak customer contact periods.
• Demonstrate a commitment to Hyatt values.

Experience:

• 2 years of prior leadership experience is required.
• 2 years of prior experience in a position responsible for achieving specific metric goals preferred.

Computer Skills Needed:

• 6 months experience with Hyatt systems (Reserve, Tally, ServiceNow, Star) preferred.
• 2 years of prior experience working with Microsoft applications including Word, Excel, Access and PowerPoint preferred.

Additional Comments and Requirements:

• Must be highly motivated and organized with the ability to work on multiple tasks simultaneously under time constraints.
• Must be open minded and able to adapt to a fast paced, changing environment and champion change.
• Must be solution orientated individual with proven ability to creatively problem solve in a dynamic, high pressured atmosphere.
• Must be able to drive action through thoughtful consideration while removing barriers and obstacles.
• Strong verbal and written communication skills required.
• Proven ability to collaborate and iterate with multiple levels of the organization.
• Ability to manage time effectively, take initiative and be self-sufficient in the handling of responsibilities.
• Ability to use independent judgement and when necessary act as sole decision maker in critical situations.
• Must be able to see the big picture and use critical thinking skills to assess situations, ask the correct questions and take appropriate action.
• Schedule flexibility is required up to and including nights, weekends and holidays.

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.