Job Details

Salary Range $76,000- $90,000 plus bonus eligible
This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.
Education and Experience
* 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 4 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area. OR
* 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years' experience in the guest services, front desk, housekeeping, sales and marketing, management operations, or related professional area.
CORE WORK ACTIVITIES
* Managing Profitability
* Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer.
* Analyzes service issues and identifies trends.
* Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
* Works with Rooms management team to develop an operational strategy that is aligned with the brand's business strategy and leads its execution.
Managing Revenue Goals
* Monitors Rooms operations sales performance against budget.
* Reviews reports and financial statements to determine Rooms operations performance against budget.
* Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.
* Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.
Leading Operations and Department Teams.
* Champions the brand's service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.
* Develops systems to enable employees to understand guest satisfaction results.
* Communicates a clear and consistent message regarding departmental goals to produce desired results.
Managing the Guest Experience
* Reviews guest feedback with leadership team and ensures appropriate corrective action is taken.
* Responds to and handles guest problems and complaints.
* Stays visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction.
* Creates an atmosphere in all Rooms and Food and Beverage areas that meets or exceeds guest expectations.
Managing and Conducting Human Resources Activities
* Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
* Ensures employees are treated fairly and equitably.
* Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings).
* Fosters employee commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and employees.
* Incorporates guest satisfaction as a component of staff/operations meetings with an emphasis on generating innovative ways to continually improve results.
* Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance.
* Solicits employee feedback, utilizes an "open door policy" and reviews employee satisfaction results to identify and address employee problems or concerns.
* Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.
* Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
* Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
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Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.