Hyatt Hotels Corporation
Guest Experience Manager
Hyatt Hotels Corporation, Park City, Utah, United States, 84060
If you're looking for a career with Apple Leisure Group, please click here to view job postings.If you're looking for a career with our Inclusive Collection, please click here to view job postings.Set amidst flowering cactus and framed against the majestic McDowell Mountains, our Arizona destination resort is surrounded by adventures and miles from the ordinary. Hyatt Regency Scottsdale Resort & Spa at Gainey Ranch features 493 rooms and suites with balconies and terraces offering breathtaking sunsets, mountain, or golf course views. Our property offers a state of the art Spa, 2.5-acre water playground complete with a sand beach and 3-story high-speed waterslide, private golf course, and nightly entertainment.At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues have been at the heart of our business and helped Hyatt become one of the world's best and fastest-growing hospitality brands. As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.Roles and Responsibilities include but are not limited to:
The Guest Experience Manager (GEM) is responsible for overseeing and enhancing the overall guest experience at the hotel. They are the primary point-of-contact for VIP guests, ensuring their needs are met and expectations are exceeded. The GEM collaborates with various departments to coordinate and deliver exceptional service, resolves guest issues, and implements strategies to continuously improve guest satisfaction.Guest Relations:
Engage in proactive and personalized communication with guests prior to their arrival.Provide personalized assistance, anticipating and fulfilling guests’ needs throughout their stay.Handle guest inquiries, requests, and complaints promptly and professionally.Continuously seek opportunities to enhance the guest experience, such as implementing innovative technologies, personalized services, or unique amenities.Collaborate with different departments such as Front Office, Housekeeping, Food & Beverage, and Concierge to ensure a smooth guest experience.Conduct regular meetings to communicate guest feedback and implement training initiatives.Coordinate special requests or arrangements for guests, including room upgrades, dining reservations, and special occasion celebrations.Guest Feedback Analysis:
Analyze guest satisfaction surveys and feedback in HySat/Medallia to identify trends and implement improvement strategies.Monitor and address guest reviews and feedback directly.VIP and Special Guest Management:
Coordinate special arrangements for VIP guests to ensure a personalized experience.Maintain a GEM note database of guest preferences and requirements, using the information to enhance future visits.Identify opportunities to surprise and delight guests, creating unique and memorable experiences.Crisis Management:
Act as the central point of contact for guest complaints and compliments recorded in WeCare, diligently coordinating with the appropriate departments to ensure swift and effective resolution of any issues or concerns raised by guests, while also ensuring that positive feedback is shared and acknowledged appropriately.Handle guest emergencies and difficult situations calmly and efficiently, providing swift resolutions with a focus on guest satisfaction.Qualifications:
Previous experience in guest relations or guest services role within the hospitality industry.Excellent interpersonal and communication skills, with the ability to build rapport and establish positive relationships with guests and team members.Strong problem-solving and conflict resolution abilities.Detail-oriented with exceptional organizational and multitasking skills.Benefits:
Opportunities to work around the world with Hyatt Hotels and Resorts.Discounted & Complimentary Hotel Room Nights.Enjoy free employee meals in our employee dining hall.Free covered parking.Medical, Dental, and Vision Insurance (Full-time colleagues).Retirement savings plan.Excellent training and professional development.Tuition/Wellness reimbursement, up to $1,000 a year!Employee Stock Purchase plan.Discounts at various retailers - Apple, AT&T, Verizon, Headspace, and many more.Our Values:
Empathy | Integrity | Respect | Inclusion | Experimentation | WellbeingAbout The Hiring Process:
We are excited that you have chosen to express interest in joining Hyatt Hotels and Resorts. We will be sure to take a look at your application and get back to you within a week of your submission. Thank you for your patience while we do so.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.Proof of eligibility to work in the United States is required, as well as a completed background check.
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The Guest Experience Manager (GEM) is responsible for overseeing and enhancing the overall guest experience at the hotel. They are the primary point-of-contact for VIP guests, ensuring their needs are met and expectations are exceeded. The GEM collaborates with various departments to coordinate and deliver exceptional service, resolves guest issues, and implements strategies to continuously improve guest satisfaction.Guest Relations:
Engage in proactive and personalized communication with guests prior to their arrival.Provide personalized assistance, anticipating and fulfilling guests’ needs throughout their stay.Handle guest inquiries, requests, and complaints promptly and professionally.Continuously seek opportunities to enhance the guest experience, such as implementing innovative technologies, personalized services, or unique amenities.Collaborate with different departments such as Front Office, Housekeeping, Food & Beverage, and Concierge to ensure a smooth guest experience.Conduct regular meetings to communicate guest feedback and implement training initiatives.Coordinate special requests or arrangements for guests, including room upgrades, dining reservations, and special occasion celebrations.Guest Feedback Analysis:
Analyze guest satisfaction surveys and feedback in HySat/Medallia to identify trends and implement improvement strategies.Monitor and address guest reviews and feedback directly.VIP and Special Guest Management:
Coordinate special arrangements for VIP guests to ensure a personalized experience.Maintain a GEM note database of guest preferences and requirements, using the information to enhance future visits.Identify opportunities to surprise and delight guests, creating unique and memorable experiences.Crisis Management:
Act as the central point of contact for guest complaints and compliments recorded in WeCare, diligently coordinating with the appropriate departments to ensure swift and effective resolution of any issues or concerns raised by guests, while also ensuring that positive feedback is shared and acknowledged appropriately.Handle guest emergencies and difficult situations calmly and efficiently, providing swift resolutions with a focus on guest satisfaction.Qualifications:
Previous experience in guest relations or guest services role within the hospitality industry.Excellent interpersonal and communication skills, with the ability to build rapport and establish positive relationships with guests and team members.Strong problem-solving and conflict resolution abilities.Detail-oriented with exceptional organizational and multitasking skills.Benefits:
Opportunities to work around the world with Hyatt Hotels and Resorts.Discounted & Complimentary Hotel Room Nights.Enjoy free employee meals in our employee dining hall.Free covered parking.Medical, Dental, and Vision Insurance (Full-time colleagues).Retirement savings plan.Excellent training and professional development.Tuition/Wellness reimbursement, up to $1,000 a year!Employee Stock Purchase plan.Discounts at various retailers - Apple, AT&T, Verizon, Headspace, and many more.Our Values:
Empathy | Integrity | Respect | Inclusion | Experimentation | WellbeingAbout The Hiring Process:
We are excited that you have chosen to express interest in joining Hyatt Hotels and Resorts. We will be sure to take a look at your application and get back to you within a week of your submission. Thank you for your patience while we do so.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.Proof of eligibility to work in the United States is required, as well as a completed background check.
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