Senior Manager, Guest Services

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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 Senior Manager, Guest Services will provide guidance, leadership, and development to leadership teams. Responsibilities will include identifying and delegating tasks that need immediate attention, building relationships that both support and foster accountability in a positive manner, developing strategies in accordance with KPI’s to increase efficiency and drive tangible results, and acting as a point of escalation for teams that are unable to resolve an issue and review each situation uniquely keeping in mind all aspects of each party involved (guest, hotel, colleague) in order to find meaningful resolution and recapture brand loyalty while conveying support for all said parties through intentional listening and understanding.

We are looking for a passionate and enthusiastic candidate with experience of leading a team of diverse personalities. This candidate will be tasked with motivating team members to optimize colleague engagement. Must be able to work independently, analyze performance, and create comprehensive reports to share this performance with the greater Global Care Centers Senior Leadership team.

Position Responsibilities\:

• Great interpersonal and communication skills, which they will use to mentor, motivate and influence leadership and colleagues to deliver a genuine and meaningful customer service experience that is based on our culture of care and will encourage each colleague to feel valued and empowered to make decisions and to be their best self. Focuses on development of colleagues on their team.
• Must have the ability to demonstrate good organizational and time management skills to ensure proper and timely follow-up with guests, colleagues, leaders and hotels. Must have the ability to use critical thinking to prioritize and delegate takas. This candidate should be able to identify the strengths of leaders and colleagues to determine which tasks should be handled in accordance with those strengths while at the same time growing potential leaders by knowing the areas of opportunity for potential future role development.
• 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 but are able to view each individual situation through the unique lens of care. The focus should be to turn a stressful situation into an opportunity to see things from a different point of view and collaborate with those involved by asking pertinent questions and focus on providing solution-oriented results to bring a better understanding to the why.
• Manage any special programs required (IE. Relocations, testing, etc.) and work with Senior Management and peers cross departmentally to collaborate on shared goals including strategy development and planning for success, which is to be measurable, meaningful, and achievable. Must see big picture and think of innovative ways Guest Servies can add value to their roles in Commercial Services.
• Act as a point of escalation for any teams that are unable to resolve an issue and review each situation uniquely in mind all aspects of each party involved (guest, hotel, colleague) in order to find meaningful resolution and recapture brand loyalty while conveying support for all said parties through intentional listening and understanding.
• During guest interactions, the manager should have the ability to quickly build rapport with the guest by understanding the psychology and needs of the customer. This leader should find pleasure in creatively finding solutions to problems, as well as joy in being the Hyatt HERO and understand that we are not just resolving a single issue but creating a customer for life by living our purpose of care.
• Will encourage and build mutual trust, respect, and cooperation among team members to create an open and collaborative work atmosphere. They will foster a work environment in which colleagues live the Hyatt values of humility, creativity, and empathy.
• Will find ways to recognize and celebrate the success of the team and individual colleagues. Will identify areas of development organizationally in the call center that can be used to motivate change by creating exciting incentives that are realistically achievable, measurable, and will result in behavioral change. These should be transparent, exciting, and should be tied to statistics that are easily viewable and celebrated.
• Ensures that leadership teams are receiving timely communications and training so that not only them, but the colleagues they support remain knowledgeable and capable of addressing any policy and procedural changes and following up to ensure their style of communication provides value and is easy to understand for all learning types.
• Responsible for focusing on improving service performance, gaining efficiencies, and improving the overall quality of work of their teams by ensuring the managers are completing timely audits and coachings with actionable goals. Will need to work in collaboration with the Quality Assurance team and address behavior that is identified as counterproductive while showing care. Will support the management team as they perform reviews and have timely discussions with colleagues in order to determine the career goals of their colleagues. Also responsible for identifying future talent, interviewing, and determining the best fit for roles needed, and completing turn downs that are meaningful and supportive. Will assist with onboarding new additions to the management team so they feel supported and knowledgeable in their new role.
• Manager on Duty coverage based on physical location (Marion or Omaha Global Care Center) but also requires schedule flexibility that provides coverage for the team and handling high level escalations from 0600-0200 seven days a week, including holidays.
• Senior Managers will be responsible for developing and guiding new leadership team members through an onboarding process to assist them in preparation for the new role.
• Demonstrate a commitment to Hyatt core values.