Guest Services Manager

Hyatt • Omaha, NE

86d • $58,700 - $66,000

About The Position

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. 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. 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. They'll 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 leverage data to drive performance improvements.

Requirements

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

Nice To Haves

• 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.
• Strong verbal and written communication skills required.
• Proven ability to collaborate and iterate with multiple levels of the organization.

Responsibilities

• Lead colleague teams on either voice or non-voice channels 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 call 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.
• Perform Manager on Duty functions - daily responsibility for the life and safety of the colleagues when they are working from the building and remote colleagues.
• Build strong working relationships with colleagues on either voice or non-voice channels to create a positive and caring work environment.
• Responsible for performance of colleagues in achieving operational efficiencies and elevating the overall quality of colleagues' work on the team.
• 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.
• Manage remote colleagues in all aspects of performance, development, and leadership responsibilities.
• Work as a collaborative leadership team to cover the operational schedule from 8am to 8pm Mon - Sat and 6am - 8pm Sun.
• Actively participate in meeting our GCC goals including efficiency, call handling goals, and monitoring and responding to social media.
• Demonstrate a commitment to Hyatt values.

Benefits

• 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)
• 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
• Wellbeing benefits, including monthly fitness reimbursement, complimentary HeadSpace subscriptions, and access to employee assistance program resources

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Accommodation