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Job Information

Hyatt Director of Guest Experience in SAN FRANCISCO, California

Description:

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.  

The Director of Guest Experience oversees hotel services including Front Desk operations, Guest arrival and departure experiences and the Guest Communications Center. Our Director will be responsible for creating and maintaining our Hyatt Colleague Culture and Brand experiences. In addition, the Director will work closely with Director of Revenue/Revenue team to maximize daily revenue & occupancy by analyzing daily status rates & make adjustments accordingly. Analyze rate variances, monitor credit reports & maintain close observation of daily house counts; capital expenditures, & equipment changes; conducts weekly meetings, including monthly financial review with subordinate managers & senior hotel directors; prepares revenue & occupancy forecasting & monitors labor expenses through schedule approval process. Hires, manages & trains subordinate managers & employees.

  • Support Hyatt’s People Brand Strategy through short and long term planning and the management of the Guest Experience teams
  • Develop and recommend department budgets, objectives and manages within those approved plans
  • Leading multiple operations departments
  • Ability to assimilate operational statistics quickly and see how they can be used to enhance guest and colleague experiences
  • Experience developing standards and operating procedures
  • Coach and counsel colleagues to reflect Hyatt service standards and procedures

Duties include:

  • Support Hyatt’s People Brand Strategy through short and long term planning and the management of the Guest Experience teams
  • Develop and recommend department budgets, objectives and manages within those approved plans
  • Leading multiple operations departments
  • Ability to assimilate operational statistics quickly and see how they can be used to enhance guest and colleague experiences
  • Experience developing standards and operating procedures
  • Coach and counsel colleagues to reflect Hyatt service standards and procedures

Qualifications:
* Demonstrated ability to effectively interact with people of diverse backgrounds and work experiences * Prior experience in progressive/luxury hotel operations preferred * Proficiency in PMS systems required. (Opera, Reserve, Colleague Advantage - strongly preferred) * Service oriented style with professional presentations skills * Prior experience as a department head in an Operations area * Proven leadership skills * Hotel/Hospitality degree an asset * Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line * Clear concise written and verbal communication skills in English * Must be proficient in Microsoft Word and Excel * Must have excellent organizational, interpersonal and administrative skills

Primary Location: US-CA-San Francisco
Organization: Grand Hyatt at SFO
Pay Basis: Yearly
Job Level: Full-time
Job: Front Office
Req ID: SAN022438

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.

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