The Team Manager – Guest Services lead a team of frontline Guest Services Associates and is responsible for the day to day performance of team members. This Manager assists the Operations Manager with coaching and mentoring GSAs in their daily work responsibilities, guiding them and enabling them to achieve their personal KPI goals and targets. This leader works in close partnership with other Team Managers and other functional partners within the GCCs to ensure efficient deployment of tasks and good performance management. As Teams Manager, 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.  

• Manage the day to day performance of the Team. Motivate, support, coach and guide team members to deliver superior performance in sales and service.
• Responsible and accountable for team performance and productivity. This includes business KPIs.
• Partner with peers and 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 Company’s purpose of care. Be the role model for company’s leadership behaviors in showing empathy, practicing wellbeing, inclusion and embracing diversity.
• Create an environment where learning is valued and encouraged. Encourage spirit of continuous improvement. Work with individual team members to develop improvement plans, focusing on behaviors that will impact personal and team results.
• Build effective teams that are committed to company’s purpose of care. Establish performance management standards and ensure that a supportive process is in place to help associates to improve and perform.
• Support and conduct daily briefings and team meetings. Convey relevant issues, new updates, hotel information, challenges etc. Maintain a direct communication channel between leadership and colleagues.
• Demonstrate a commitment to company core values (included in all job descriptions).

• Minimum 3 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.
• MS Office.
• A strong leader with demonstrated record of managing teams and developing team members to succeed.
• Possess strong analytical and creative problem solving mindset and skills.
• Good organizational and time management skills.
• Good team player with good EQ, take ownership and initiative.
• Effective communicator, good listener and ability to demonstrate empathy and care.
• Strong customer focus and commitment to quality.