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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 Distribution Services Analyst is primarily responsible for providing quality hotel and field support by analyzing inquiries received via automated ticketing sources, telephone calls, and email; tracking each request through a project database. This individual will assume ownership of a region/territory of hotels and assist with multi-system support and multi-connected channel sources, as well as troubleshooting reported application/system interface issues. The role focuses on delivering excellent customer service through accurate and efficient inquiry resolutions. This individual is required to clearly articulate customer needs and network with a variety of second-level teams and third-party service providers.

Position Responsibilities:

• Consistently deliver excellent, high-quality customer service and system support
• Provide first-level telephone, email, and other media contact support for hotels, colleagues, and third-party service providers
• Clearly document interactions, incidents, and resolutions within the project database
• While acting as a single point of contact, takes ownership and responsibility of issues from start through resolution
• Uses problem-solving skills to troubleshoot daily challenges
• Identifies process and document improvement opportunities and works with supervisory staff to take action and implement change
• Develops effective, quality working relationships with other departments, groups, and personnel
• Maintains system and program knowledge to provide accurate information and efficient customer service
• Able to quickly learn new systems and adopt new processes and procedures

Experience:

• Previous experience working in a hotel or in the hospitality industry is a plus

Computer Skills Needed:

• Basic experience with Microsoft Office (Word, Excel, PowerPoint, and Outlook) applications
• Minimum 12 months experience with the Hyatt reservation system, Reserve, is preferred

Additional Comments and Requirements:

• Good communication skills (oral, written, and listening)
• Strong time management and prioritization skills
• Ability to adapt and flex to new pressures and priorities
• Ability to apply a best practice mindset to achieve accurate and timely results
• Open to change and accepting of new technologies

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.