Commercial Services Learning Experience Facilitator

Job Title: Commercial Services Learning Experience Facilitator

Familiarity with Hyatt systems and tools (BOB, HySat, Hyattconnect, Glasswing, Thoughtspot, HyGEO/HotSOS, Hyatt PrO, Koddi Top-Up, and My Learning)

• Bachelor’s degree in Hospitality Management, Applied Learning Development, or a related field
• HSMAI CHSL, CRME, CHDM (Certification | HSMAI Global) Preferred
• Experience with Kahoot! online game-based learning platform
• Background in hospitality or learning program coordination
  
  

Purpose

We are seeking an enthusiastic Commercial Services Learning Experience Facilitator to support the delivery of industry-leading onboarding and training programs for General Managers, Owners, Operators and Franchise leaders. In this role, you will be collaborating closely with the Hyatt broader Americas Performance Hub (APH) team where you’ll be instrumental in continuing to make Hyatt a leading hospitality company. You’ll join a team that is committed to nurturing curiosity, building new skills, and fostering connections across the organization.

Position Responsibilities

As a Commercial Services Learning Experience Facilitator, you will support Franchise People & Learning initiatives by delivering consistent, high-impact learning experiences that reflect Hyatt’s purpose, values, and commitment to care. This role is ideal for a hospitality-minded facilitator with strong virtual delivery skills and working knowledge of Hyatt operations and systems. You will partner with the Commercial Services organization to facilitate and continuously update learning solutions and content for above-property stakeholders and General Managers who oversee Commercial and Operational strategy across their hotels. Your work will ensure training is not only well-executed, but adopted, applied, and measured for impact. This position would need to be well-versed in hotel sales, marketing, revenue, and events and understand it in the current state with the ability to apply that knowledge to the various needs and types of hotels. They would need to possess strong strategic, communication, critical-thinking and problem-solving skills, and most importantly, have an affinity for teamwork to support collaboration across many divisions and functional departments. The ideal candidate understands how to build content that will engage learners and give them the ability to demonstrate they can execute what they have learned.

Your Responsibilities Will Include

• Own Commercial learning content for General Managers and Owner/Operators, deliver a comprehensive training pathway that integrates self-paced eLearning, virtual instructor-led training (VILT), and in-person experiences across Commercial functions.
• Facilitate high-impact learning experiences by delivering engaging virtual and in-person sessions, including certified facilitation of Commercial Services components within General Manager onboarding and Above-Property Operator programs.
• Maintain content in partnership with Subject Matter Experts (SMEs), ensuring accuracy, consistency, and alignment with evolving commercial strategies. This includes facilitator guides, participant materials, internal documentation, and presentation assets.
• Communicating with learners ensuring all email communications around the learning programs reflect correct content and information including pre-work, homework, programmatic, and follow-up communication. Assist with monitoring and responding to People & Learning shared inboxes regarding emails around the learning programs.
• Leverage commercial systems expertise to create and deliver training across multiple platforms, tailoring content to Full-Service and Select environments and ensuring practical, system-based application.
• Drive adoption and behavioral change by reinforcing best practices, measuring training saturation and post-training tool utilization, and translating insights into continuous improvement actions.
• Partner cross-functionally and across regions to align learning solutions to brand priorities, scale programming effectively, and support rollout of key Commercial Services initiatives.
• Provide operational execution and coordination for learning programs, including content updates, scheduling, training logistics, and administrative management to ensure seamless delivery as systems access for attendees.
• Model Hyatt’s cultural behaviors of Empathy, Wellbeing, Inclusion, and Experimentation in all learning design and facilitation.
  
  

Experience And Qualifications Required

• Based in the Chicagoland area, with ability to work effectively in a hybrid environment.
• Minimum 5 years of hotel experience, including Sales exposure across both Select and Full-Service properties.
• Minimum 2 years as a Director of Sales in a hotel, Hyatt experience strongly preferred.
• Deep understanding of transient, group, and leisure segments, with working knowledge of marketing and revenue management functions and their interdependencies.
• Demonstrated experience facilitating virtual instructor-led training (VILT) and in-person learning programs.
• Background in learning and development, onboarding, leadership development, or structured training delivery; experience designing interactive learning experiences strongly preferred.
• Strong systems fluency, including experience with Envision, EAS, TravelClick 360, Opera, Reserve, and Lanyon RFP, along with advanced proficiency in Microsoft Office Suite (PowerPoint, Word, Excel, Teams, Forms).
• Proven ability to communicate effectively across varied stakeholder roles and organizational levels, including General Managers, Owners/Operators, and above-property leaders.
• Highly organized, detail-oriented, and self-directed, with the ability to manage multiple priorities independently.
• Strong project management, time management, and problem-solving skills in a fast-paced, remote or hybrid environment.
• Experience across multiple hotels and brands is a plus.
• Demonstrates a consistent commitment to Hyatt’s core values and cultural behaviors.