Director of Guest Experience ($83,600 - $125,500)

Hyatt•Long Beach, CA

6d•Onsite

About The Position

Surf. Sand. Sunset. Success. Find Yours at Our Special Place. Shimmering views of the Pacific await you at Hyatt Regency Huntington Beach Resort & Spa. Our stunning, Spanish-inspired resort offers guests remarkable meeting space, pampering spa treatments, irresistible restaurants, and superior service in a stunning seaside setting. Join us as “We Care for People So They Can Be their Best.” Take a peek into our colleague experience as a Director of Guest Experience: What does the role entail? The Director of Guest Experience is responsible for all duties of the front desk, guest services, and PBX operation, which includes: staff training, inter-departmentmunications, and staff scheduling. The Director of Guest Experience should possess strongmunication skills and demonstrate leadership abilities. In addition to assisting in the operation of the Front Office operation and guest services personnel, this position will respond quickly to guest requests and/orplaints in a friendly manner and ensure that appropriate action is taken to guarantee guest satisfaction. Duties include: = Responsible for short and long term planning and the management of the hotel's Front Office, PBX and Guest Services operations Develop and rmend the budget, labor cost plans and objectives and manages within those approved plans Maintain guest room inventory Coach and counsel employees to reflect Hyatt Service Standards and Procedures Perform all tasks of a Front Office Staff as needed to facilitate service Ensures all operations and cash handling are done per policies and procedures Maintain excellentmunication with the housekeeping department Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas Analyze, investigate, and resolve guestplaints Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables Ensures proper staffing levels for customer service goals Coach and counsel employees to reflect Hyatt service standards and procedures

Requirements

A true desire to satisfy the needs of others in a fast paced environment.
Refined verbal and writtenmunication skills.
Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
4 years or more of progressive hotel Rooms Management experience (typically with Hyatt)
Service oriented style with professional presentations skills
At least 2 years progressive management experience within the Rooms Division of a hotel
Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effectivemunicator, effective in providing exceptional customer service and ability to improve the bottom line
Clear concise written and verbalmunication skills in English
Must be proficient in Microsoft Word and Excel
Must have excellentanizational, interpersonal and administrative skills
Must be able to work weekends, holidays, and be flexible to work AM/PM shifts according to business demands.

Nice To Haves

Hotel/Hospitality degree an asset

Responsibilities

Responsible for short and long term planning and the management of the hotel's Front Office, PBX and Guest Services operations
Develop and rmend the budget, labor cost plans and objectives and manages within those approved plans
Maintain guest room inventory
Coach and counsel employees to reflect Hyatt Service Standards and Procedures
Perform all tasks of a Front Office Staff as needed to facilitate service
Ensures all operations and cash handling are done per policies and procedures
Maintain excellentmunication with the housekeeping department
Maintain information on prices, rates, specials, packages, programs, etc, while ensuring all staff are trained in all areas
Analyze, investigate, and resolve guestplaints
Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
Ensures proper staffing levels for customer service goals
Coach and counsel employees to reflect Hyatt service standards and procedures

Benefits

Location, location, location!
Full-time benefit eligibility after 30 days
Discount hotel stays for colleagues, friends and family
Tuition reimbursement
Complimentary parking in our underground structure
Complimentary meals during work hours
Hyatt Perks which includes thousands of national and local partners for various discounts.
Health, Dental, Vision Insurance eligibility after 30 days of employment
401(k) Retirement plan & Hyatt stock purchase plan.
Learn and Grow: We aremitted to the growth of our colleagues and provide amunity w diverse individuals explore new ways of thinking and expanding capabilities
A wide range of development tools through the Hyatt Learning platform for all colleagues
Ability to cross-train and work within multiple positions that provide the opportunity to grow skills and value as a colleague
With over 700 Hyatt Hotels and Resorts in the United States, opportunities for internal promotion are abundant.