Senior Manager, GPGS Customer Resolution and Crisis Management

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This position can be worked at any of Hyatt’s GPGS Hubs. This position can also be worked remotely, both internationally and domestically.

The Senior Manager, GPGS Customer Resolution and Crisis Management position will support the activation and functioning of Special Situation Management events (SSM) globally. Knowledge of incident management principles, practices, and methods of implementation is important to this role. This senior leader role will include but is not limited to uploading contacts, system management, process updates, communication, and strategy execution related to SSM. This position will require working closely with Global Security, Risk Management, Hotel Operations, Corporate Communication, and the Global Property Services team to assist in coordinating customer-facing responses to special situation events.

This role with also be responsible for the strategy related to guest relocations, escalations, first contact resolution, Social Care and Best Rate Guarantee globally. They will be responsible for ensuring the proper documentation is in place, ensuring global alignment and coordinating execution with operation leaders in Guest Services, and system management related to these processes. The Senior Manager will help incorporate globally consistent yet regional process design and review, training needs, skills development and colleague enablement. Background in planning and project management skills related to crises is preferred.

Position Responsibilities: - Must have the ability to use resources effectively and demonstrate good organizational and time management skills to ensure proper and timely follow-up with key stakeholders, hotels, and guests. - Demonstrates the capacity to be calm and resilient under pressure especially when dealing with special situation management events. - Highly developed oral and written communication skills and superior interpersonal skills, including facilitation, negotiation, and consultation skills to influence key senior stakeholders. - This role will require managing special projects/programs, which will include collaborating with other GPGS departments, Senior Management, Corporate, and Hotels to achieve shared goals and outcomes. Must see the big picture and think of innovative ways to elevate Guest Services by demonstrating the value we bring to CS and hotel operations. - This role will be responsible for establishing globally consistent yet regionally relevant workflow and processes for escalation handling. - Strong analytical and innovative problem-solving skills in an ever-changing work environment. - Will encourage and build mutual trust, respect, and cooperation among team members to create an open and collaborative work atmosphere. They will foster a work environment in which colleagues live the Hyatt values of humility, creativity, empathy and fun. - Ensures that the appropriate leaders (globally) receive meaningful communications regarding policy/procedural changes so that they can better support guests, hotels, and colleagues. - Demonstrate a commitment to Hyatt’s core values.

Experience: - 2 years of prior leadership experience is required. - 2 years of prior experience in a position responsible for achieving specific metric goals preferred. - 2 years of prior Hyatt leadership preferred. - 2 years of Customer Care/Service experience preferred. - 2 years of prior experience managing special situation events preferred.

Computer Skills Needed: - 12 months experience with Hyatt systems (Reserve, Tally, ServiceNow, Star) 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 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. - Proven ability to collaborate and iterate with multiple levels of the organization. - Ability to manage time effectively, 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. - Limited travel may be required for this role.

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.