Hyatt Senior Guest Care Specialist - Learning Facilitator in MARION, Illinois
The Marion Global Contact Center is looking for a Senior Guest Care Specialist - Learning Facilitator to become part of a high profile and high impact team. The ideal candidate will be able to train in a traditional classroom and virtual classroom setting for a variety of topics and audiences, including but not limited to several Hyatt-specific classes such as New Colleague Guest Services Training (Reserve and Passkey systems), Loyalty Program Training, Guest Care Associate Training, and others as directed by the Call Center Director. The Learning Facilitator will be responsible for the development of each New Colleague, ensuring that the new colleague is prepared for their transition to the Guest Services Team. This position also includes coaching and mentoring colleagues on their current Service Community to enhance their performance while building stronger connections to increase employee engagement. Making sure that each training participant understands and can apply learned knowledge through all training classes is a key element to the Learning Facilitator’s success. In addition to evaluating each New Colleague throughout training, they will also be responsible for evaluation existing colleagues through the course of Hyatt’s skill development Career Progression Program. Learning Facilitators have a duty to positively impact the Hyatt Brand, so it will be required to spend a defined number of hours annually, handling Guest Services calls. The position will also require schedule flexibility (days/nights and some weekends) for other assignments as needed. Given the demands of a Learning Facilitator’s presence in the classroom and while coaching, those selected for this position must have exceptional attendance and avoid absences that take them away from their responsibilities.
Other responsibilities include: keeping direct supervisor (s) updated on class progress, supervising and coaching new colleagues for the duration of class dates, ad-hoc call listening and coaching for new and existing colleagues, as well as proficiency for Career Progression. This position would also assist with Escalation Manager on Duty and Life and Safety Manager on Duty coverage.
AN IDEAL CANDIDATE WOULD POSSESS THE FOLLOWING SKILLS AND CAPABILITIES:
· Minimum educational level of High School graduate (or GED) · At least 12 months working experience in a Hyatt call center (or equivalent) · Knowledge of Hyatt reservation systems is preferred. · Strong time management, event management, and prioritization skills · Possesses strong classroom management and strong facilitation skills · Fast and accurate typing and written language skills · Strong communication skills · Proficient with windows-based programs such as Microsoft Office (Word, PowerPoint and Excel) · Experience working with multi-cultural and multi-generational workforces of varying education levels is desired. · Possesses strong analytical and problem solving skills with attention to the smallest of detail · Experience coaching for individual results · Experience in a service industry profession such as airline, travel agency or hospitality is a plus
Primary Location: US-IL-Marion
Organization: Marion Reservations Center
Pay Basis: Hourly
Job Level: Full-time
Req ID: MAR000361
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.