We Hire America Jobs

Description:

Let’s connect with care. Grow with Hyatt.

This position can be worked at our Global Contact Center 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 Senior Manager, Operations LATAM will provideguidance, leadership, and coaching/development to a team in a centralized hub supporting our Hyatt Inclusive Collection hotels in the Latin America region. Responsibilities will include identifying and delegating tasks that need immediate attention, building relationships that both support and foster accountability in a positive manner, developing strategies in accordance with KPIs to increase efficiency and drive tangible results, and acting as a point of escalation for teams that are unable to resolve an issue and review each situation uniquely keeping in mind all aspects of each party involved (guest, hotel, colleague) in order to find meaningful resolution and recapture brand loyalty while conveying support for all said parties through intentional listening and understanding. This role will also be responsible for coordinating and calibrating with BPO partners to ensure operational alignment, support and success.

We are looking for a passionate and enthusiastic candidate with experience of leading a team of diverse personalities and cultures with an emphasis on our Inclusive brand properties in the Latin America / Caribbean region. This candidate will be tasked with motivating team members to optimize colleague engagement. Must be able to work independently, analyze performance and create comprehensive reports to share this performance with the greater Global Property and Guest Services senior Leadership team.

Position Responsibilities:

• Great interpersonal and communication skills, which they will use to mentor, motivate, and influence leadership and colleagues to deliver a genuine and meaningful customer service experience that is based on our culture of care and will encourage each colleague to feel valued and empowered to make decisions and to be their best self. Focuses on the development of the colleagues on their team.

• Must demonstrate good organizational and time management skills to ensure proper and timely follow-up with guests, colleagues, leaders, and hotels. Must use critical thinking to prioritize and delegate tasks. This candidate should be able to identify the strengths of leaders and colleagues to determine which tasks should be handled in accordance with those strengths while at the same time growing potential leaders by knowing the areas of opportunity for potential future role development.

• Demonstrates the capacity to be calm under pressure and when things do not go as planned, they show resiliency in not allowing this to negatively influence their day but are able to view each individual situation through the unique lens of care.The focus should be to turn a stressful situation into an opportunity to see things from a different point of view and collaborate with those involved by asking pertinent questions and focus on providing solution-oriented results to bring a better understanding to the why.

• Manage any special programs required(IE. Relocations, testing, etc) and work with Senior Management and peers cross departmentally to collaborate on shared goals including strategy development, planning for success, which is to be measurable, meaningful, and achievable. Must see the big picture and think of innovative ways Operations can add value to their role in Commercial Services.

• Actas a point of escalation for any teams that are unable to resolve an issue and review each situation uniquely keeping in mind all aspects of each party involved (guest, hotel, colleague) to find meaningful resolution and recapture brand loyalty while conveying support for all said parties through intentional listening and understanding.

• Willfind ways to recognize and celebrate the success of the team and individual colleagues. Will identify areas of development organizationally in the call center that can be used to motivate change by creating exciting incentives that are realistically achievably, measurable, and will result in behavioral change. These should be transparent, exciting, and should be tied to statistics that are easily viewable and celebrated.

• Ensuresthat leadership teams are receiving timely communications and training so that not only them, but the colleagues they support remain knowledgeable and capable of addressing any policy and procedural changes and following up to ensure their style of communication provides value and is easy to understand for all learning types.

• Responsiblefor focusing on improving service performance, gaining efficiency, and improving the overall quality of work of their teams by ensuring the managers complete timely audits and coaching with actionable goals. Will need to work with the Quality Assurance team and address behavior identified as counterproductive while showing care. Will support the management team as they perform reviews and have timely discussions with colleagues to determine their career goals. Also responsible for identifying future talent, interviewing, and determining the best fit for the roles needed, and completing turn downs that are meaningful and supportive.Will assist with onboarding new additions to the management team so they feel supported and knowledgeable in their new role.

• The Senior Managerbe responsible for developing and guiding new leadership team members through an on-boarding process to help them prepare for the new role.

• Demonstrate a commitment to Hyatt’s core values.

Qualifications:

Experience:

• 2 years of prior leadership experience is required, specifically centered around leading people.

• 2 years of prior experience in a position responsible for achieving specific metric goals preferred.

• 2 years of prior Hyatt leadership preferred.

Computer Skills Needed to Perform this Job:

• 6 months experience with Hyatt systems and ALG systems (Reserve, Tally, ServiceNow, Roiback) preferred.

• 2 years’ experience working with Microsoft applications including Word, Excel, Access, and PowerPoint preferred.

Additional Comments and Requirements:

• Must be highly motivated and organized with the ability to work on multiple tasks simultaneously under time constraints.

• Must be able to foster relationships with our partners and BPO leadership team.

• 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 affectively, take initiative and be self-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 up to and including night, weekends, and holidays.

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.

Primary Location: US-NE-Omaha

Organization: Global Property and Guest Services Hub - Omaha

Pay Basis: Yearly

Job Level: Full-time

Job: Reservations

Req ID: OMA001315

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.