Assistant Director - Guest Services, Americas

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.
• 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.
• 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.

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.
• 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.