The Operations Manager – Guest Services is responsible for the success of our Guest Services teams and leading a team of (Assistant) Team Managers and their colleagues. This leader overseas day-to-day reservation operations, ensuring colleagues are enabled in attitude and skills to achieve our KPIs and strategic goals and objectives. The Operations Manager plays a critical role to execute the vision of the GCC through operational initiatives. This leader works in close partnership with other Guest Services and CARE Specialist and Assist teams and functional partners within the GCCs to ensure globally consistent yet regionally relevant processes and policies. As operations leader, the Manager is a key participant in leading the execution of our GCC initiatives. Critically and foundational to our success, this leadership role represents and embraces Hyatt’s vision of Care – ensuring colleague wellbeing and helping our colleagues to get better each day so they can be successful in both their work and personal lives to make a positive difference in others.

• Play a key role in the build of our Guest Services teams. This includes coaching and training, operational execution and overall coordination on the new operation to start on time and on budget.

• Participate in the hire, development and retention of diverse talent and collaborate with Human Resources and L&D teams to ensure right caliber of candidates is sourced.

• Responsible and accountale for team performance and productivity. This includes business KPIs. Lead Team Managers to achieve goals and KPIs, actively coach and mentor them.

• Partner with functional team members such as Learning, Quality to implement and review training programs that will support the learning opportunities of our team members.

• Partner with Workforce Management to ensure resources are available and optimally used so that services are delivered to expected standards.

• Build the culture and foster a team environment that lives Hyatt’s purpose of care. Be the role model for Hyatt’s leadership behaviors in showing empathy, practising wellbeing and embracing diversity.

• Create an environment where learning is valued and encouraged. Inculcate spirit of continuous improvement, agility and experimentation to manage the ever changing • environment of our industry.

• Build effective teams that are committed to Hyatt’s purpose of care. Establish performance management standards and ensure that a supportive process is in place to help associates to improve and perform.

• Demonstrate a commitment to Hyatt core values (included in all job descriptions).

• 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 (included in all job descriptions).

• Minimum 5 years in a leadership role directly managing teams in customer service/contact center operations/hospitality related field, demonstrating progressive career growth and pattern of exceptional performance.

• University degree in Business Administration, Sales and Marketing or related field.

• A strong leader with demonstrated record of building effective teams and developing team members to succeed

• Possess strong analytical and creative problem solving mindset and skills

• Strong verbal and written communication skills required, demonstrating Hyatt’s desired behaviors of empathy and care

• Demonstrates strong understanding of market dynamics and the business environment to identify opportunities for improvement. Demonstrates sound business judgment in addressing resource needs and improving efficiencies while balancing business, colleague and guest needs.