Description:
Discover what's next. Grow with Hyatt.
This position can be worked at our GPGS Hub 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.
Hyatt Hotels Corporation seeks an experienced leader for the role of Senior Manager, Distribution Services - Hotel and Field Support, a leadership team member of Hyatt's Distribution Services organization. This role is an integral position leading a large team focused on support for North America hotels, while partnering and supporting global teams based in Latin America, Europe and Asia. This managerial position works closely with Distribution Services colleagues focused on channel connectivity, openings, and conversions, as well as field stakeholders in revenue management and franchise operations roles. This leader will ensure Hyatt delivers exceptional performance at scale that successfully positions Hyatt's distribution platform as a driver of continued growth, at the same time evolving the organization using technology, automation, and artificial intelligence tools.
The Hotel and Field Support organization is a large global team, with a presence in each operating region, that leads 24/7 hotel support related to rate and inventory management across distribution channels. The leader must possess a combination of technical, process and project management, and people leadership skills to guide an operating team at the same time supporting Hyatt's growth in technology systems and processes. Over time this team is expected under the leader's direction to evolve its focus on more specialized support and leveraging technology tools to complete repeat at scale and with greater quality.
Position Responsibilities:
Responsible for overall planning, direction, and execution of the Regional Distribution Services Support teams. Supports and develops team leaders, provides coaching based on insights.
Communicates organizational direction, vision, values, and priorities to employees. Sets hotel and business-focused service culture that prioritizes efficiency, timeliness, and problem-solving capabilities. Defines KPIs, cascades them to team, and leverages approaches to review for continuous approvement.
Serves as a Senior escalation point for stakeholders related to hotel support. Exceptional communication skills to be used to provide service recovery, stakeholder engagement, and coaching.
Serves as a subject matter expert helping to guide process improvement related to quality and efficiency in resolving support requests. Leverage technology, automation, and artificial intelligence tools to develop improved ways of working.
Partner with key stakeholders in channel connectivity, IT, revenue management, digital and others to diagnose and resolve issues. Serve as executive liaison to key internal partners including teams responsible for commission payments, data stewardship, global property services, and others as assigned.
Maintain relationships and escalation approaches with relevant stakeholders.
Develop dashboards, metrics, and visibility tools used to monitor performance on regular cadence. Leverage insights to make managerial decisions, including process improvement, team member coaching, resource needs, and deployment.
Ensure team has access to knowledge base content, delivered through the most effective means, and proactively maintained to provide high quality support to hotel stakeholders.
Leverage agile leadership approach to issues management. Demonstrate effective usage of resource deployment, communications, and knowledgebase tools and stakeholder engagement to respond with urgency to business-impacting incidents.
Responsible for Salaried/Leadership Support hiring, discipline, coaching, development, and evaluation, including annual appraisals for all immediate direct reports.
Provides support and guidance to Distribution Services Regional Leadership teams to help them execute their daily work in a way that aligns with the overall department, GCC, and company goals. Mentoring and developing team members to deepen their understanding of core objectives and daily operations and develop Bench Strength.
Work closely with the AVP, Distribution Services to review departmental budgets including labor, travel, miscellaneous expenses, and support costs.
Special initiatives, cross-functional projects and other duties as assigned.
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.
Demonstrate a commitment to Hyatt values.
Qualifications:
Experience Required:
15 years of experience in lodging or travel distribution, technology, product management, strategy, or related function.
Experience Preferred:
Bachelor's degree in related field.
Experience with lodging distribution systems, reservations and revenue management systems, channel partners, technology and operations management.
Wage Information:
The pay range for this position starts at $82,900 MIN to $107,000 MID.
The final pay rate offered to the successful candidate will depend on experience, skill level, and other qualifications for the role, as well as the location of the performance of work. Pay for the successful candidate will meet local requirements, including the local minimum wage rate.
Benefits Information:
Benefits available with this position include the following:
Medical / Dental / Vision Insurance
Flexible Spending Account
401k
Retirement Savings Plan
Basic Life Insurance
Employee Stock Purchase Plan
Annual allotment of free hotel stays at Hyatt hotels globally (subject to availability)
In addition to allotment of free hotel stays, discounted hotel stays (subject to availability)
Paid Time Off accruing at an approximate rate of 24 minutes per day, up to a maximum of 144 hours per year
Seven paid holidays per year
Three paid floating holidays per year (two if hired with Hyatt after July 1 st )
Wellbeing benefits, including monthly fitness reimbursement, complimentary HeadSpace subscriptions, and access to employee assistance program resources
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientations, gender identity, national origin, disability, or protected veteran status.
Primary Location: US-NE-Omaha
Organization: Global Care Center Americas - Omaha Hub
Pay Basis: Yearly
Job Level: Full-time
Job: Technology
Req ID: OMA001386
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.
