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Manager, GCC Operations

posted September 11, 2019

Worldwide Reservations Center
Omaha, NE
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About This Job

Description


Will support the GCC Strategy team in relation to specific tasks as assigned to ensure the smooth running of the department, current procedures, and new initiatives. Related services via phone, e-mail or other communication methods to internal and external Hyatt customers.

Will participate in Voice of the Customer research, work towards increased efficiency in Global Contact Center policies and procedures to help care for our colleagues to be their best, World of Hyatt program support, including promotions and new initiatives, maintenance and creation of resource material for World of Hyatt and other GCC procedures,

Will manage partnerships & special projects, including promotions, new initiatives and maintenance of existing processes, and assist with the creation of new non-traditional contact center services & strategies, as well as involvement in technology deployments. Acquire and maintain a detailed and comprehensive knowledge of the following: reservations systems, Hyatt Hotels product knowledge, loyalty program, partnerships, and other products.


Qualifications


Experience:

  • 2 years with Hyatt as a colleague in the Global Contact Center preferred, or similar contact center experience
  • 1 year project management or equivalent experience preferred

Computer Skills Needed:

  • Strong Excel, Word, Powerpoint skills required
  • Strong Reserve reservations skills
  • Strong knowledge of Hyatt systems such as Tally, STAR, ServiceNow, and Yapmo

Position Responsibilities:

Schedule Flexibility and Some Travel will be necessary

This position needs to create synergy and collaboration with the Strategy department and cross-functional teams globally

Follow-up and provide support for global guest services teams for escalation support, identification of trends & opportunities

Work towards increased efficiency in Global Contact Center policies and procedures to help care for our colleagues to be their best

World of Hyatt program support including promotions and new initiatives, maintenance and creation of resource material for World of Hyatt and other procedures

Partnerships& Special Projects support including promotions, new initiatives and maintenance of existing processes

Supporting new non-traditional contact center programs, initiatives, and new technology roll outs

Participate in training sessions and meetings, leader on duty rotations, and other administrative tasks, as required

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

Additional Comments and Requirements:

  • Schedule flexibility and some travel are necessary.
  • Ability to work independently on projects with minimal guidance
  • Ensure timely delivery of any issues that need to be reported, handling complaints without delay, and fixing problems promptly
  • Listen attentively to our customers and be receptive to feedback. Objectively report guest feedback to your management team to enable follow-up
  • Maintain relationships with all GCCs globally
  • Assist with writing SOPs
  • Must be highly motivated and organized with the ability to work on multiple projects simultaneously under time constraints
  • Must be open minded and be able to adapt to a fast paced, changing environment
  • Ability to creatively problem solve and work collaboratively in a dynamic atmosphere
  • Maintain and handle confidential information in a manner consistent with GCC policies
  • Real-time monitoring of select special projects
  • Take ownership of situations and practice ‘one-stop’ servicing
  • Find better, simpler, more economical ways to do things and share and save company resources wherever possible


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About This Employer

Worldwide Reservations Center


Omaha, NE 68127

68127

Sales Office

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