Hyatt Manager - My Hyatt Concierge in OMAHA, Nebraska

Description:
Provide guidance, leadership and development to the My Hyatt Concierge team of associates who will engage with valued guests on a global scale while supporting the following responsibility statement of a My Hyatt Concierge colleague:

/A My Hyatt Concierge colleague is responsible for using their mastery in the art of the interaction to engage the member in a way which leads to a deeper understanding of the member and to take action on this understanding so ALL colleagues can deliver on the specific and experiential promises of World of Hyatt Globalist./ / / Manager – My Hyatt Concierge will be responsible for communicating through all channels especially email, phone, and SMS with members, colleagues and vendor partners in all regions. This position will work closely with Global Contact Center Operations, Guest Services Senior Leadership and World of Hyatt Corporate colleagues. This manager would also be responsible for delivering disciplinary documentation as needed, Manager on Duty coverage based on physical location and requires schedule flexibility, which may include nights and weekends.

As a new position, we are looking for someone that is highly self-motivated, engaged with the GCCs and the World of Hyatt brand with genuine enthusiasm and is willing to be a trailblazer. Looking for a mix of strategic ideation with tactical implementation and an insight-driven approach coupled with critical thinking. A qualified applicant would be able to see the journey of colleagues and members across interactions and systems for successful experience management.

Position Responsibilities/Essential Functions

· My Hyatt Concierge Team Management: managing schedules, PTO, development, disciplinary action, and management of payment for Surprise & Delight experiences.

· Communication and coordination of the MHC Teams globally through regular contacts with Global Contact Center leadership and vendor partner leadership

· Global Contact Center – Americas management expectations, including Manager on Duty tasks, holiday coverage (which may vary based on location)

· Work towards increased efficiency in Global Contact Center policies and procedures to help care for our My Hyatt Concierge colleagues to be their best

· World of Hyatt program support, including promotions and new initiatives, as well as other advanced messaging to My Hyatt Concierge colleagues and members

· Maintain and handle confidential information in a manner consistent with Global Contact Center policies

· Assist in the maintenance and creation of resource material for My Hyatt Concierge procedures

· Assist in displays of care to our colleagues and members through proactive engagement, special recognitions, surprise & delight moments, milestone recognitions, and other similar interactions including resolution to escalations and other high-visibility inquiries

· Reassigning My Hyatt Concierge members to the appropriate colleague based on member feedback, geography, and other criteria

· Assist with ensuring Service Level Agreements, initiatives, goals and program benchmarks are achieved

· This position will reside in house (Omaha or Marion GCC) to create synergy and collaboration with internal department and cross functional teams globally.

· Demonstrate a commitment to Hyatt Core Values

· The position responsibilities outlines above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualification may be required and/or signed asnecessary

Qualifications:
Experience

· Total of 2-4 years of experience managing and developing people and/or working with loyalty programs preferred

Education

· High School diploma or equivalent

Computer Skills Needed to Perform this Job:

· Experience with ServiceNow preferred

· 2 years of experience with general Microsoft Office (Word, Excel, and PowerPoint) applications preferred

Additional Comments and Requirements:

· Strong understanding of loyalty programs and customer service

· Ability to present information into usable, easy to understand information “tell the story”

· Strong verbal and written communication skills required

· Proven ability to communicate effectively with multiple management units and all levels of management

· Able to implement operating procedures that provide clear line of sight and the necessary call to action of key stakeholders

· Must be highly motivated and organized with the ability to work on multiple projects simultaneously under time constraints

· Must be open minded and be able to adapt to a fast paced, changing environment

· Proven ability to creatively problem solve in a dynamic atmosphere

· Desire to work in a dynamic and highly collaborative environment

· May require domestic and international travel

· Schedule flexibility required, including nights and weekends

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: Worldwide Reservation Centers
Pay Basis: Yearly
Job Level: Full-time
Job: Reservations
Req ID: OMA000739