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.