Assistant Director - Guest Services, Americas

Summary

Build a career you love. 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 Assistant Director of Americas Guest Services will be responsible for supporting the leadership, development, and engagement of colleagues within the Americas Guest Services organization, while contributing to Hyatt’s ongoing commitment to delivering world-class performance and care. This role will provide regional leadership for assigned Guest Services functions, including all Service focused teams (Loyalty Service, Guest Escalation Support, Chat Care, Care and Resolution, LATRO, Social Care and Specialty Care).

The Assistant Director will focus on driving operational excellence, service consistency, colleague engagement, and continuous improvement across the Americas region for our service functions. This role will support ease of effort for guests and colleagues, identify opportunities to improve processes and efficiencies, and help ensure the team delivers thoughtful, timely, and effective guest care.

This role will represent the Americas region in relevant global initiatives related to its areas of responsibility. The Assistant Director will partner with regional and global stakeholders to provide input, support implementation, and ensure alignment with Americas Guest Services priorities.

Additional areas of responsibility include supporting leaders in their development and career growth, providing ongoing coaching and performance support, strengthening colleague retention, identifying opportunities for increased efficiency, and fostering an environment of accountability, collaboration, and continuous improvement.

Position Responsibilities

• Manage a Guest Services Leadership Team consisting of Senior Managers and Service Managers and support Global Leadership roles responsible for delivery of customer service/guest care. Responsible for performance, development and hiring.
• Lead portion of Guest Services – 200+ colleagues.
• Create a culture of care and growth where colleagues can deliver excellent results and thrive.
• Manage multiple projects/priorities while meeting sensitive deadlines.
• Involved in creating and enforcing policies and procedures related to day-to-day operations of Guest Services department.
• Collaborate with the Workforce Management team to coordinate and deliver necessary coaching and learning opportunities for all Guest Services colleagues, appropriate coverage and schedules based on business needs and work through weather impacting events.
• Create and maintain a working environment that is safe and fun through the willingness to take risks, be creative, adapt to change quickly and learn from results.
• Understanding and supporting goals and KPI’s as defined through strategic planning sessions.
• Leverage Corporate resources to accomplish Global Care Centers related work and support Commercial Services teams in areas of partnership.
• Consistently able to handle leadership and associate personal situations, demonstrating strong decision-making skills and judgement when information is sensitive and you do not have all the details.
• Create and maintain processes related to all areas to Guest Services.
• Serves as the escalation point for Elevated Guest Care leadership teams.
• Demonstrate a commitment to Hyatt values.

Qualifications

Experience

• 5+ years of prior leadership experience required.
• 3+ years of prior experience in a position responsible for achieving specific metric goals strongly preferred.
• Strong problem-solving skills required.
• Very strong communication and customer service skills required.

Education

• High School diploma or GED required.
• Bachelor’s degree in business or related field preferred.

Certificates, Licenses, Registrations:

• CPR & First Aid Certification preferred.

Computer Skills Needed

• 1 year experience with Hyatt systems (Reserve, Tally, ServiceNow, Star) preferred.
• 3 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 screens 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 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 elf 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 critical thinking skills to assess situations, ask the correct questions and take appropriate action.
• Schedule flexibility is required.
• Travel required on an ‘as needed’ basis.

Wage Information

The pay range for this position has a mid-point of $93,600 annually.

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 1st)
• 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.