Hyatt Director - Guest Preference Operations in CHICAGO, Illinois
The person in this role will inspire our operations leaders, through data and innovation, to evolve the guest experience at Hyatt. Using data to tell a compelling story, this person will partner with stakeholders in regional operations and on-property leadership, to ensure that the guest experience is central to operational strategy and execution at all levels. In partnership with HR Operations and the Consumer Insights Team this individual will link guest and colleague data to demonstrate the ways in which leader behavior directly impacts operational results. Finally, this role will educate stakeholders at all levels to make data-driven decisions, using guest feedback to continually evolve our approach to the guest experience while supporting our day to day field operations.
Analyze guest metrics and communicate actionable insights to operations leaders.
Identify trends in guest preference to help create insights-driven operational strategies at scale.
Build and maintain guest service tools linked to specific operational KPIs.
Establish and maintain a community of practice for field leaders, allowing the exchange and broad application of proven practices.
Partner with regional operations to drive adoption and continuous improvement of guest service tools and training.
Coach leaders to make data driven decisions and to use data to tell a compelling story.
Partner with HR Operations to develop performance-driven, innovative operations leaders.
Partner with HR Operations to demonstrate the relationship between leadership competencies and performance of guest metrics.
Partner with HR Operations to implement targeted knowledge and skill-based training at the property level
Partner with Consumer Insights Team to leverage all of Hyatt’s data analytics to gain micro and macro trends affecting HySat performance.
Act as a day to day Operational support / resource for properties.
Demonstrate a commitment to Hyatt core values.
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.
Minimum 10 years Senior Hotel Lever Leadership at Director Level or higher.
Minimum 5 years of Project Management Experience.
Minimum 2 – 5 years of consumer insights and market research in a corporate or agency environment.
Experience managing complex, cross functional project teams, with a proven track record of success, is a plus.
Bachelor’s degree in Hospitality, Business or a related field preferred
MBA with concentration in Market Research a plus
Certificates, Licenses, Registrations
PMP certification is a plus
Computer Skills Needed to Perform this Job
Proficiency with Microsoft Office
Experience with guest satisfaction tools, such as Medallia
Familiarity with Hyatt operations systems a plus (HotSOS, Opera, CA, etc.)
Additional Comments and Requirements
Shown experience within the design, execution and analysis of an extremely wide range of both qualitative and quantitative research methods, including, but not limited to: New Program Development, Consumer Segmentation, Consumer Journey Mapping, and Brand Health Tracking.
Hotel level operational knowledge and leadership
Enterprise level program development and implementation skills
Self-starter with high level of intellectual curiosity
Analytical and enthusiastic problem-solver
Excellent organizational skills, agile and creative
Ability to operate independently and effectively in a team-based environment
Superior written and oral communication and presentation skills
Primary Location: US-IL-Chicago
Organization: Hyatt Corporate Office
Pay Basis: Yearly
Job Level: Full-time
Job: Guest Service Operations
Req ID: CHI011072
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.