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Job Information

Hyatt Operational Performance Lead, LATAM (Remote Opportunity) in CHICAGO, Illinois

Description:

The Opportunity

Hyatt seeks an enthusiastic Operational Performance Lead to join our Franchise Owner Relations Group, where you’ll join a growing team of 6 field professionals who love what they do. In this role, you will be collaborating closely with the broader operational, technical, and commercial teams where you’ll be instrumental in continuing to make Hyatt a leading hospitality company. You will be part of a team passionate about diversity, equity, and inclusion, committed to nurturing curiosity and new skills and building connections with stakeholders, colleagues, and guests across the organization.

Who We Are

At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and guests have been at the heart of our business and helped Hyatt become one of the world's best and fastest-growing hospitality brands. Our transformative growth and the addition of new hotels, brands, and business lines can open the door for exciting career and growth opportunities for our colleagues.

As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.

Why Now?

This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.

How We Care for Our People

Our purpose sets us apart—to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We’re proud to have earned a place on Fortune’s prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to how our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy, and respect, and making sure everyone feels like they belong.

We’re proud to offer exceptional corporate benefits which include:

•Annual allotment of free hotel stays at Hyatt hotels globally

•Flexible work schedules

•Work-life benefits including well-being initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center

•A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption

•Paid Time Off, Medical, Dental, Vision, 401K with company match

Our Commitment to Diversity, Equity, and Inclusion

Our success is underpinned by our diverse, equitable, and inclusive culture and we are committed to diversity across the board—from whom we hire and develop, the organizations we support, and whom we buy from and work with.

Being part of Hyatt means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities, and identities. We constantly strive to reflect the world we care for with teams that achieve and grow together. To learn more about our commitments to DE&I, please visit the Why Hyatt section of the Hyatt career page.

Who You Are

As our ideal candidate, you understand the power and purpose of our Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Well-being. You enjoy working with others, are results-driven, and seek various opportunities to develop personally and professionally.

The Role

The Operational Performance Lead is instrumental in ensuring that new General Managers are ready and equipped for their roles in leading Select and Full-Service hotels in the Americas. This role will include support in our LATAM division, and the ability to effectively communicate in both English and Spanish is required. This includes preparation and review of property-level support content and distilling mission-critical information to hotel leaders. Additional responsibilities include assisting in the enhancement of how Hyatt can best support franchise hotels and enable brand consistency across all operational functions. To do this, this role will be participating in special projects that incorporate a wide range of function exposure.

Key responsibilities include:

•Oversight of new Full Service General Manager and above property Operator onboarding, ensuring they know of resources needed to be successful in their role

•Support escalated tickets from the Global Property and Guest Service Team (GPGS) Communicate and educate brand standards

•Oversee internal resources on the intranet, curated for the global franchise portfolio of hotels

•Maintain key contacts for owners, operators, and hotels, as well as develop a strategy for optimal data management

•Contribute and support the team for new and transitioning hotel builds and transactions

•Will proactively engage hotels to help them effectively focus on metrics that are trending in a negative direction, heavy focus on Rooms and F&B operations

•Provide consultation when made aware of hotel pain points and liaise between the hotel and corporate support teams; see the resolution through

•Translate documents, emails, training materials, and other communications from English to Spanish and vice versa

•Assist in the development of training materials and resources targeting Spanish-speaking audiences

Qualifications:

Experience Required:

•10 years of experience in the same field, industry, or other equivalent business/ function role, with an understanding of Hyatt’s system access processes (HUM / ServiceNow)

•5 years of Full-Service hotel operations (Rooms / F&B) experience

•Experience using Hyatt’s operational tools (HySat, Colleague Advantage, Medallia Concierge, BOB/HyGEO, HotSOS, Opera, Reserve, Tableau-based applications)

•Knowledge of Hyatt’s brand standards, F&B concepts, and World of Hyatt Program

•Excellent organization, communication, and presentation skills

Experience Preferred:

•Bachelor’s degree in hospitality or a related field

•Experience with Microsoft-based products (Teams, Excel, PowerPoint, Word, Access)

•Fluent in both English and Spanish is required. This includes both written and verbal language skills.

The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

We welcome you:

Research shows that women, people of color, and other historically excluded groups, tend to apply to jobs, only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We’d love to consider your unique experiences and how you could make Hyatt even better.

Primary Location: US-IL-Chicago

Organization: Hyatt Corporate Office, Chicago

Pay Basis: Yearly

Job Level: Full-time

Job: Hotel Operations

Req ID: CHI014257

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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