GPS Support Manager

Salary Details

Salary Description: Competetive Salary Offered

Job Description For GPS Support Manager

Description

Careers for people who love helping people. Grow with Hyatt.

This position can be worked at our Global Contact Center in Omaha, Nebraska or Marion, Illinois. This position can also be worked remotely.Please note this position can only be worked remotely from the following states:Arizona, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Louisiana, Michigan, Minnesota, Missouri, Nebraska, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, and Wisconsin.

The GPS Support Manager will promote a relationship to become a trusted liaison with a region of hotels across the Americas. They will provide proactive support for the hotels, which will include service recovery and data interpretation. The GPS Support Manager will be responsible for selling/promoting the GPS program, the benefits and the opt-in services offered. This position will include assisting hotel personnel when they are unable to find an answer, acting as an escalation point for issues, troubleshooting reservations, sharing SOP's and other items as they arise. Within this relationship, the GPS Support Manager will also work to ensure information utilized by the GCC fully represents the hotel. The ideal candidate must be comfortable in communicating clearly and effectively, and in their ability to represent GPS to hotels and hotel ownership at multiple management levels.

Position Responsibilities:

• Develop an open channel of communication with hotel management in the Americas to provide support and become their top contact for assistance and escalation.
• Provide complete support for hotels during crisis/hotel events (hurricanes, snowstorms, civil unrest, etc.) including coverage 24x7 to assist in guest facing, update information, facilitating guest contact/relocations, managing hotel inventory and any other needed assistance.
• Continuously monitor and provide analysis for the hotel of GCC/GPS reporting to assist in providing both the best guest experiences and to increase revenue.
• Provide refresher reservations training (onsite or virtually) for hotel management, sales and associates. Also provide and continuously support hotel management on reservations, inventory, and group reservations.
• Collaborate with corporate teams to provide support for initiatives. Assist hotels in execution of initiative by amplifying the importance along with providing additional information and support.
• Obtain, share, and train hotel in use and importance of hotel dedicated number in a timely manner during hotel's preopening. Also, work to verify hotel's placement/correct information in multiple areas on Hyatt.com, within GCC systems, and set-up/communicate the employee discounted rooms processes.
• Identify, create, and share important topics with hotel contacts, based on feedback from the hotels, GCC, World of Hyatt and GCC initiatives, etc. and create an assumed responsibility for hotel's attention to topics.
• Prepare, schedule and complete comprehensive site visits with hotels to demonstrate the array of reporting available, educate on proper reservation processes and provide GPS procedure instruction and SOPs.
• Assist hotels in sharing updated information regarding their location with Guest Service associates through presentations, incentives and hotel awareness trips to assist hotels in raising revenue/hitting business goals.
• Support and handle necessary tasks for Commercial Services.
• Demonstrate a commitment to Hyatt core values.

• 2 - 5 years industry or related field experience.
• 2 - 5 years of recent management experience required.

• College Degree in related field preferred.

• 6 months experience with Hyatt systems (Reserve, Tally, ServiceNow, Star) preferred.
• 2 years experience and proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint and Outlook.

• Strong verbal and written communication skills required.
• Able to work independently/remotely with high efficiency and professionalism.
• Proven ability to communicate effectively with multiple management units and multiple levels of management within our organization and partners.
• Must be highly motivated and able to manage time effectively with the ability to take initiative and handle responsibilities in an organized manner.
• Proven ability to creatively problem solve involving research in multiple programs, through SOPs and involving multiple departments.
• Ability to independently reflect the views of the GCC to hotels when working through complaints and work to resolve the issue in a timely manner.
• Ability to speak Spanish is preferred but not required.
• Must be open minded and able to adapt to a fast paced, changing environment and champion change.
• Ability to use independent judgement and when necessary, act as sole decision maker in critical situations.
• Schedule flexibility is required up to and including nights, weekends, and holidays.
• Must have the ability to travel for team meetings and trainings.

• Medical / Dental / Vision Insurance
• Flexible Spending Account
• 401k
• Retirement Savings Plan
• Basic Life Insurance
• Employee Stock Purchase Plan
• Annual allotment of free hotel stays at Hyatt hotels globally (subject to availability)
• In addition to allotment of free hotel stays, discounted hotel stays (subject to availability)
• Paid Time Off accruing at an approximate rate of 24 minutes per day, up to a maximum of 144 hours per year
• Seven paid holidays per year
• Three paid floating holidays per year (two if hired with Hyatt after July 1st)
• Wellbeing benefits, including monthly fitness reimbursement, complimentary HeadSpace subscriptions, and access to employee assistance program resources