Guest Experience Manager

The Park Hyatt Chicago, our founding Park Hyatt hotel, opened its doors for the first time in 1980 and has since been celebrated for its sophisticated design, world-renowned service & culinary offerings, and an impressive private art collection just steps from the famed Magnificent Mile.  Following a $60 million dollar renovation of our guestrooms, suites and public areas, we are excited to welcome back our guests and colleagues alike with our reimagined experience.

At Hyatt, we believe our guests select Hyatt because of our caring and attentive colleagues who are focused on providing efficient service and meaningful experiences.  Join us for this incredible opportunity to be a key member of our leadership team at Park Hyatt Chicago and Hyatt Hotels; a company that continuously earns a spot on Fortune's 100 Best Companies to Work For year after year!

The Guest Experience Manager is responsible for ensuring high levels of guest satisfaction property wide, from pre-arrival to post-stay. The Guest Experience Manager is responsible for training colleagues, which includes service touchpoints, operations and learning and development. The Guest Experience Manager is responsible for educating colleagues on the fundamentals of delivering Park Hyatt Service and general standards of conduct, as well as leadership and industry standards. This role supports colleagues by coaching colleagues to help develop and execute a comprehensive, long-term training agenda for their career growth with Park Hyatt. The Guest Experience Manager will handle guest complaints and incident resolution, oversee VIP guest stays, and respond to all guest feedback.

RESPOSIBILITES INCLUDE, BUT NOT LIMITED TO:

• Develop, evaluate and administer operational training programs for product knowledge, systems and service standards. All Guests facing departments.
• Ongoing on the spot coaching of colleagues in service standards
• Pre-shifts and service related discussions
• Analyzing and communicating key service metrics in the department(s) and working with department managers to make adjustments/corrections based on guest satisfaction surveys
• Assess training effectiveness and conduct program evaluations
• Oversee the VIP program, including reviewing arrivals, arranging amenities, pre-arrival/in-house/post-stay guest outreach, and inspecting VIP rooms for check-in and during stayover service
• Develop, update, and maintain all guest-experience related SOPs and policies, and conduct regular audits to ensure compliance with brand standards
• Oversight of guest feedback programs while training teams how to action plan based on data

SALARY

Salary range for this position is $60,100 - $87,000.  Actual pay will be commensurate with experience.

BENEFITS

We have you covered with an awesome rewards package!

Health and welfare plans? We have a range of choices for you and your eligible dependents available after only 30 days of employment! Hyatt also covers basic life insurance for all colleagues.

Financial wellbeing? Got it! Opt into our 401(k) plan with match, College Saving Plan or the Employee Stock Purchase Plan.

Oh, and we don't want to leave out our lifestyle benefits! Paid time off, holidays and sick leave, paid Family Bonding Time, Adoption Assistance, discounted and complimentary rooms at Hyatt locations across the globe, free colleague meals during shifts, complimentary or discounted parking and transportation options, and many more!

Our team members work in an environment that demands exceptional performance yet reaps great rewards.  Whether its career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

Hyatt is an Equal Opportunity Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity

• Operations background in a management role
• Strong Customer Service Ability
• Technology Proficient
• Experience in formal classroom training
• Refined written and verbal communication skills
• Understanding of Hyatt's training standards and policies
• Strong leadership skills required
• Food and Beverage and Rooms experience preferred