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Hyatt Senior Manager of Operational Performance in CHICAGO, Illinois


The Senior Manager of Operational Performance will support Hyatt’s key 3rd party franchise management company(s) and their associated franchise portfolio RVP’s. This role will provide both portfolio and hotel level support in a consultative manner around items specific to brand standards, hotel operations, and Commercial Services functions. This role has the option of being remote and will include frequent travel to specific hotels and 3rd party management company headquarters on a business need basis.


Responsible for property level ticket escalations coming from the Franchise Support and Hotel Assist GCC teams for a multi branded portfolio consisting of 90 hotels. These include a variety of issues from system access/process to operational and brand guidance

Responsible for all property level support for the Select and Full Service hotels within this portfolio. This includes effectively representing and communicating pain points with Hyatt’s support infrastructure.

Will lead proactive communication initiatives for the portfolio specific to brand standards spanning all internal Corporate partners; this includes mandates and changes operating systems, operational training, cyber security, accounting, IT, and other functions within the Commercial Services group

This role with regularly visit hotels that are low and high performers as well as the 3rd party headquarters to leverage best practices and inform on opportunities to continually evolve Hyatt in becoming a preferred brand to partner with

Will participate and present content on monthly webinars and partner with above property leaders to prioritize what is most important for hotels to focus on from a master brand perspective.

Work closely with the Corporate Operation franchise team to facilitate and lead all beta and pilot programs involving the portfolio; this will include curating and presenting material specific to the portfolio needs.

Responsible for onboarding all new and transitioning regional franchise leaders as well as general managers. Includes setting up for system access and ensuring applicable colleagues are equipped to run the hotel operation prior to attending Hyatt’s General Manager University/Brand Immersion.

Partners with various Corporate functions to ensure that all property specific milestones are being properly actioned and informed on for the designated portfolio.

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.



10 years in Hotel Operations

5 years leading others

5 years managing and understanding a hotel P&L and how it impacts overall hotel GOP

Proven ability to identify, articulate, and communicate recommendations to senior management

Franchise operational understanding and experience is a plus


Bachelor’s Degree (or equivalent experience)

Deep knowledge and understanding of hotel and hospitality industry

Computer Skills Needed to Perform this Job

Advanced knowledge of Microsoft Office product; especially Excel and PowerPoint

Understanding of key hotel systems which include, but are not limited to: Opera, Colleague Advantage, HotSOS, HyGEO, Cognos, Prio, Envision, Reserve, Oracle Financials, and Tableau based tools

Additional Comments and Requirements

Must possess strong analytical and communication skills

Well organized and detail-oriented, ability to analyze data and discern insights

Ability to manage multiple projects simultaneously in a fast-paced environment, demonstrating a sense of urgency and accuracy

May require up to 75% travel

Primary Location: US-IL-Chicago

Organization: Hyatt Corporate Office

Pay Basis: Yearly

Job Level: Full-time

Job: Hotel Operations

Req ID: CHI011098

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.