Guest Services Manager

Lead with Care. Grow with Hyatt.

This position can 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.

The Guest Services Manager is responsible for providing guidance and motivational leadership that fosters an atmosphere of community while driving superior performance, retention, and engagement. They are responsible for reservation sales and handling complex issues across voice and non-voice channels, utilizing sales strategies, effective communication, creative problem-solving, and strong conflict resolution skills. The Guest Services Manager will also oversee the day-to-day management of the operation as well as provide weekly coaching and development to team members in a variety of skills and leverages data to drive performance improvements.

Position Responsibilities:

• Lead colleague teams on either voice or non-voice channel for improved performance through coaching and development of colleagues to maximize revenue potential, maximize quality and deliver the lowest cost.
• Coach and develop colleagues in a voice or non-voice channel to deliver a low effort guest experience and create a high level of guest satisfaction through first contact resolution. 
• Actively involved in the hiring process of Guest Services Colleagues including screening, interviewing and collaboration with the HR team to determine candidate to job fit. Identifying future talent and delivering constructive turndowns that are meaningful and supportive.
• Perform Manager on Duty functions – daily responsibility for safety of associates in the building when colleagues are working from the building and remote colleagues as well as time and attendance for their sales or service paths. Serve as a point of contact and escalation for all system and event related issues on a global basis or internal system or colleague issues dependent upon sales or service community.
• Build strong working relationships with colleagues on either voice or non-voice channels to create a positive and caring work environment, motivate team members through ongoing coaching, development, and recognition as well as drive improved right fit retention. Engage in ongoing career goal discussions to assist colleagues with custom development plans for each colleague.
• Responsible for performance of colleagues in achieving operational efficiencies and elevating the overall quality of colleagues’ work on the team by ensuring key performance indicators are met or exceeded through auditing, coaching, and development. Collaborate with support teams to address counter productive behaviors. Must have a solid understanding of data and Hyatt’s business goals to determine and improve conversation, efficiency, NPS scores, and colleague accountability. Must be able to utilize data to make decisions to change processes and improve efficiency, as well as to support Key Performance Indicators.
• Write and deliver documentation for purposes of counseling, evaluation and discipline up to and including termination if the colleague is not meeting expectations of position.
• Demonstrates the capacity to be calm under pressure and when things do not go as planned, they show resiliency in not allowing this to negatively influence their day. Must be able to provide strong emotional support for all team members and guide them to company resources that assist with handling stress and daily life issues.
• Manage remote colleagues in all aspects of performance, development, and leadership responsibilities. Drive colleague awareness to utilize their resources in order to provide accurate information to hotels, guests, and fellow colleagues. Find ways to recognize and celebrate the success of the team and individual colleagues and demonstrates creatively when implementing incentives that are rewarding and measurable.
• Work as a collaborative leadership team to cover the operational schedule for hours of operations and as business requires, ensuring management coverage for all hours of operation. Regular attendance on all shifts scheduled is required.
• Actively participate in meeting our GCC goals including but not limited to (some goals are dependent upon Sales or Service community) efficiency, call handling goals including developing colleagues to drive first call resolution in taking customer calls/chats, working customer cases, monitoring and responding to social media and booking reservations. Handling public relations and risk situations. Actively identify skill gaps and workflow inefficiencies; and coordinate with learning teams to create and or recommend content and potential training opportunities.
• Must possess the knowledge and ability to efficiently manage multiple tasks and projects that could be customer-facing or internal and pivotal to Hyatt Operations. This involves supporting and collaborating with Hyatt Salesforce Teams through the Hero Desk and Prive Risk Management, Global Property Services, Customer Resolution and Crisis Management, and hotels, dependent upon Sales or Service community. Furthermore, the Service Guest Services leadership team serves as project leaders for the customer-facing side for hotel de-flags, delayed hotel openings, temporary closures due to natural disasters, and buyouts. Additionally, they work closely with Corporate Communications, Hotels, and RVPs when handling sensitive and confidential information that could potentially damage brand reputation.
• This position also requires the ability to make sound financial decisions regarding monetary compensation provided to guests. The manager must have the ability to support colleagues to articulate and negotiate compensation with guests that is fair and equitable wile protecting the financial bottom line for Hyatt.  
• Maintains ownership and accountability for assigned responsibilities, demonstrating initiative and the ability to work independently with minimal direction. Effectively manages priorities, follows through on commitments, and take initiative to identify and resolve challenges. Collaborates effectively with peers and leaders, fostering strong partnerships, open communication, and a positive work environment that supports team success and organizational goals.
• Demonstrate a commitment to Hyatt core 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.
• 2 years of coaching and development with meeting SMART goals.
• Prior training and experience in at least one advanced service skill preferred. 

Computer Skills Needed:

• 6 months experience with Hyatt operating systems (HyView, Tally, ServiceNow, Star, etc.) preferred.
• 2 years experience working with Microsoft applications including Word, Excel, Access, and PowerPoint preferred.
• Must be computer savvy and have the ability to type and utilize keyboard functions to navigate multiple programs and screen quickly and accurately.

Additional Comments and Requirements:

• Must be highly motivated and organized with the ability to work on multiple tasks simultaneously under time constraints.
• Must be able to drive performance and effectively use data to support driving performance. 
• Must be open minded and able to adapt to a fast paced, changing environment and champion change.
• Must be a 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 the critical thinking skills to assess situations, ask the correct questions and take appropriate action.
• This role requires the ability to keep information that is shared with us private and confidential to protect the reputation and integrity of Hyatt.
• Must be able to work closely and effectively with General Managers, Regional Vice Presidents, and SVPs to assist with handling of escalated guest and hotel issues.
• Schedule flexibility is required up to and including nights, weekends, and holidays.
• Limited travel might be required for in-person trainings and mandatory in person meetings.

Wage Information:

The pay range for this position starts at $58,700 MIN to $66,000 MID. 

The final pay rate offered to the successful candidate will depend on experience, skill level, and other qualifications for the role, as well as the location of the performance of work. Pay for the successful candidate will meet local requirements, including the local minimum wage rate.

Benefits Information:

Benefits available with this position include the following:

• Medical / Dental / Vision Insurance
• Flexible Spending Account
• 401k
• Retirement Savings Plan
• Basic Life Insurance
• Employee Stock Purchase Plan
• Annual allotment of free hotel stays at Hyatt hotels globally (subject to availability)
• In addition to allotment of free hotel stays, discounted hotel stays (subject to availability)
• Paid Time Off accruing at an approximate rate of 24 minutes per day, up to a maximum of 144 hours per year
• Seven paid holidays per year
• Three paid floating holidays per year (two if hired with Hyatt after July 1^st)
• Wellbeing benefits, including monthly fitness reimbursement, complimentary HeadSpace subscriptions, and access to employee assistance program resources

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientations, gender identity, national origin, disability, or protected veteran status.

Job Details
Primary Location: US-NE-Omaha, Global Care Center Americas - Omaha Hub
Job Level: Entry Level Manager, Full-time
Pay Basis: Yearly, US Dollar (USD)

2+ years leadership experience required; 2+ years coaching and development with SMART goals; 6 months Hyatt operating systems preferred; 2 years Microsoft applications preferred; schedule flexibility including nights, weekends, holidays; limited travel for trainings.

Key Responsibilities

• coaching team members
• managing operations
• handling guest issues

Skills & Tools

HyView, Tally, ServiceNow, Star, Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft PowerPoint

Job Details

• Category: Customer Service
• Seniority: Mid Level
• Commitment: Full Time
• Workplace: Remote — Arizona or Colorado or Florida or Georgia or Illinois or Indiana or Iowa or Kansas or Louisiana or Michigan or Minnesota or Missouri or Nebraska or North Carolina or North Dakota or Ohio or Oklahoma or South Carolina or South Dakota or Tennessee or Texas or Utah or Wisconsin
• Salary: USD 58,700 – 66,000 / year
• Languages: English

Benefits

• Generous paid time off
• Retirement plan

About Hyatt

A global hospitality company providing hotel stays and reservation services. — Industry: Hospitality and Tourism