Advanced Guest Care Manager - CASA, GESA and CARE

Role Details

Description:

Making travel more human. 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 Advanced Guest Care Manager is responsible for handling delicate and sensitive escalations on behalf of our CEO, Hyatt Executives, Hotel Management and GPGS colleagues. This role requires the manager to be an effective communicator who is skilled at defusing escalations with confidence and relative problem solving. This position requires strong conflict resolution skills, as well as the ability to make sounds financial decisions related to compensation. The AGC Manager must have a strong knowledge of Hyatt systems, processes, policies and procedures to support questions from other GPGS departments, Hotels, RVPs, and AGC colleagues. The work environment is fast paced and requires the ability to organize and prioritize what is being done to support a variety of project timelines and goals of the team. Critical to this role is the ability to ensure appropriate follow up is done with escalated guests, hotel management, RVPs and colleagues. The most important part of this role is to provide weekly coaching and development to assigned colleagues that are CASA, GESA and CARE. This role does require the ability to interpret various pieces of data and use that information to share with the appropriate Hyatt audience while also using this data to drive performance improvements within their business unit.

Qualifications:

Position Responsibilities:

• Responsible for focusing on improving service performance, gaining efficiencies, and improving the overall quality of work of their colleagues by completing timely audits and coaching with actionable goals. Provide support, guidance, and assistance for all Advanced Guest colleagues. Will need to work in collaborations with the Quality Assurance team to address behavior that is identified as counterproductive. Will have ongoing career goal discussions to help create a unique development plan for each colleague. In addition, responsible for identifying future talent, interviewing and determining the best fit for roles needed and completing turndowns that are meaningful and supportive.

• Ensures that colleagues are receiving timely communications and training so that they remain knowledgeable and capable of addressing system changes and policy/procedural changes globally. Must drive colleague awareness to utilize their resources in order to provide accurate information to hotels, guests, and fellow colleagues.

• Must have the ability to demonstrate good organizational and time management skills to ensure project deadlines and guest escalations are met and timely follow-up is completed with guests, colleagues, hotels, RVPs, Legal and other GPGS departments.

• 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. Must be able to provide strong emotional support for all team members and guide them to company resources that assist with handling stress and daily life issues.

• Must have strong conflict resolution experience to act as a point of escalation for colleagues, Hotel Management, Regional Vice President, Senior Vice President, Hyatt Legal department, and Loyalty Ops. This role requires the ability to keep personal and confidential information private to protect the image and integrity of Hyatt Hotels. This position also requires the ability to make sound financial decisions regarding monetary compensation awarded to guests. The manager must have the ability to articulate and negotiate compensation with guests that is fair and equitable.

• Must have the knowledge and the ability to work on multiple tasks and projects that are customer-facing and critical to Hyatt Operations. This role requires working with Legal Privacy officers to support and respond to Global Privacy policy inquires and escalations (Data Subject Access Requests, the Right to be Forgotten, and Opt-outs, Do Not Sell my information cases.) The AGC management works to support Hyatt’s Social Care team, which includes but is not limited to monitoring and alerting the Corporate Communication team of public relations issues. We work with Risk management and hotels to report and resolve escalations. The AGC management team is also responsible for World of Hyatt partnership projects and escalations for MGM and SLH, as well as World of Hyatt Tier 1 accounting. We also support Commercial Services with Rate Parity projects, High Volume Best Rate Guarantees, as well as provide support to the Hyatt Sales Force team through the HERO desk. We are the customer-facing side of Hotel Flag changes, delayed hotel openings, temporary closures, and managing customer complaints during natural disasters. The AGC team manages all Better Business Bureau complaints for Hyatt Hotels. The AGC manager is empowered and trusted to make final decisions on how to resolve guest issues.

• Must have a solid understanding of Hyatt’s business goals to determine and improve efficiency, NPS scores, and colleague accountability. Must be able to utilize data to make decisions to change processes and improve efficiency, as well as to support Key Performance Indicators that are set forth within the Advanced Guest Care team.

• Will be responsible for the delivery of ongoing evaluation reviews, as well as discipline if the colleague is not meeting expectations of position; up to and including termination of employment.

• Will find ways to recognize and celebrate the success of the team and individual colleagues and demonstrate creatively when implementing incentives that are rewarding and measurable.

• Demonstrate a commitment to Hyatt’s core values with a high focus on inclusivity and the development of all colleagues.

Experience:

• 2 years of prior leadership experience is required.

• Prior training and experience in Care & Resolution or Care & Support Advocate is preferred.

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

• Must have prior experience in defusing highly sensitive and delicate guest and hotel escalations.

• Must have the ability to make sound business decisions that have financial implications to the hotels and GPGS operation.

• Must be able to work closely and effectively with General Managers, Regional Vice Presidents, and SVP to assist with handling of escalated guest and hotel issues.

Computer Skills Needed:

• 6 months experience with Hyatt systems (Reserve, Tally, ServiceNow, Star, OSI, Kana, IEX, Gladly) 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 and projects simultaneously under time constraints.

• Must have experience in conflict management to defuse highly sensitive and problematic escalations that can be damaging to the Hyatt Brand.

• Must be able to keep sensitive and personal information that is reported to us confidential.

• 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 from General Managers to RVPs.

• 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 and includes 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: Worldwide Reservation Centers

Pay Basis: Yearly

Job Level: Full-time

Job: Reservations

Req ID: OMA001196

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.

Hyatt provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.