MANAGER OPERATIONAL SERVICES – EAME

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MANAGER OPERATIONAL SERVICES – EAME

Are you ready for your next position with Hyatt?

The Operational Service – Rooms (OSR) team is the advocate for our hotels to ensure that technology does not hinder our colleagues from providing efficient service and meaningful experiences to our guests.

As the Manager of Operational Services for the EAME region, you will be responsible for vendor management responsibilities, SLA management to ensure a frictionless experience for our hotels and supporting departments. This position will also serve as a leader to support Corporate Revenue, Finance, and Commercial Service, technical teams to guide strategic initiatives, share high-level insights, and assist with project deployments. As the leader in this region, the manager is accountable for the delivery of updated and new business practices for our hotels Globally and will be responsible for assisting the Director of Operational Services with the oversight of colleagues based in EAME/SWA and ASPAC. Additional responsibilities will consist of vetting new solutions through Hyatt’s system approval process, utilizing the project lifecycle to manage large and small-size projects inclusive of testing-related activities.

The ideal candidate will be able to help lead business-related and projects deployment activities for systems – Hyatt Mobile application, Opera, HotSOS, Colleague Advantage, Zingle, Sertifi, Payment applications. In this role, you will be the representative for Hyatt Corporate Office to identify process improvement areas, internal and external training opportunities that will result in meaningful engagement with our hotels, vendors, and Corporate Office Teams.

Interested about what you read so far? Below are the main duties and responsibilities for this position:

• Evaluates teamwork performance and recommends strategies for improvements as necessary.
• Assists in the development and implementation of quality improvement programs.
• Invokes problem escalation procedures to coordinate recovery for business operations.
• Effectively communicate the business vision for the company as it relates to the changes to the technology footprint.
• Support of colleagues during project development, beta testing, and immediately after new system installation.
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are determined.
• Leading a hotel management team through a system and hotel transitions.
• Ability to direct and manage colleagues during User Acceptance Testing (UAT) of software releases
• Ability to manage multiple high priority initiatives in a fast-paced highly operational environment
• Oversee a team that manages 5 core hotel applications supporting system deployments, operational guidance when using systems, UAT, documentation and training.

Who are you?

• You have more than 5 years of managerial experience in problem resolution
• You have a minimum of 2 years of experience in two operational areas at a Hyatt Hotel: Guest Reception, Housekeeping, Guest Services, Reservations, Recreation
• You have strong management experience
• You have the ability to perform analysis, define new processes to improve services for our hotel colleagues as it relates to the Hyatt Property Systems
• You must be familiar with hotel application usage and business impact. Experience with Hyatt PMS, POS or Guest Service Systems
• You have great Microsoft Office skills
• You have great language skills in English, any other languages would be a great addition
• You are willing and able to travel to different locations in the Region
• You are ready for a new challenge!