Careers for people who love helping people. Grow with Hyatt.

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 Advanced Guest Care Manager – Social Care will provide dedicated leadership support for the Social Care Team (SCT) colleagues and the Social Media functions within the GPGS. We are looking for someone that is highly self-motivated, engaged with the GPGS and the World of Hyatt brand with genuine enthusiasm and is willing to be a trailblazer. Looking for a mix of strategic ideation with tactical implementation and an insight-driven approach coupled with critical thinking. A qualified applicant would be able to see the journey of colleagues and members across interactions and systems for successful experience management.

Position Responsibilities:

• Provide dedicated leadership support for Social Care Team colleagues, including all onboarding, coaching, quality monitoring, certification, disciplinary documentation, and recognition; ensuring Social Media program goals are met and creating positive impressions on all social channels.
• Social Care Team Management: Manage team schedule coverage; ensure appropriate staffing based on business needs. Must work closely and attend monthly meetings with Vendor (Sprinklr) to understand and support changes and enhancements within the application. This leadership role requires the ability to troubleshoot and escalate system issues within Sprinklr that negatively affect the ability to receive and respond to content. Must work closely with Corporate Communications to appropriately report, monitor, and/or engage in crisis and/or risk incidents. This role does require interviewing and selecting Social Care Specialists in the Americas for open positions, as well as providing meaningful turndowns to colleagues that are not selected for the role. Must organize and work across departments to make sure appropriate equipment is set up but also ensure that routing and access is provided by working directly with Sprinklr, Telecom, and IT. The manager will be responsible for monitoring the completion of Social Care curriculum and training for SC colleagues. Must manage financial budget allocated for Surprise and Delights.
• Actively participate in weekly Social Care Leadership meetings and additional strategy meetings. Provide trend and performance updates and insights in a clear and considerate manner. Assist Social Care colleagues globally with day-to-day questions and escalations.
• Ensures that colleagues are receiving timely communications and training so that the Social Care team remains knowledgeable and capable of addressing any policy and procedural changes globally. This manager has access to confidential information related to program changes with World of Hyatt, so the ability to maintain confidentiality and protect proprietary information is critical to this role. The failure to keep confidential and proprietary information private could result in significant damage to the brand reputation.
• Must have the ability to demonstrate good organizational and time management skills to ensure project deadlines, guest escalations are met, and timely follow-up is completed with guests, colleagues, hotels, RVP, Legal, Loyalty Ops team and other GPGS departments.
• Demonstrates the capacity to be calm under pressure and when things do not go as planned, they show resiliency in not allowing this to negatively influence their day. Must be able to provide strong emotional support for all team members and guide them to company resources that assist with handling stress and daily life issues.
• Must have strong conflict resolution experience to act as a point of escalation for all guests, colleagues, Hotel Management, Regional Vice President, Senior Vice President, Hyatt Legal department and Loyalty Ops. This role requires the ability to keep personal and confidential information private. This position also requires the ability to make sound financial decisions regarding monetary compensation provided to guests. The manager must have the ability to articulate and negotiate compensation with the guests that is fair and equitable.
• Demonstrate and use creative writing skills and socially savvy techniques for identifying and diffusing potential difficult situations and engaging with our social audience. Respond to guest social media inquiries and escalations, including public relation and risk situations as needed.
• Build, optimize, and review reporting within Sprinklr to determine efficiency and colleague accountability. Must be able to utilize data to make decisions to change processes and improve efficiency as well as to determine Key Performance Indicators that will set forth expectations for the global Social Care Team.
• Actively identify skill gaps and workflow inefficiencies; and coordinate with learning teams to create and or recommend content and potential training opportunities. Operationalize training for the SCT, certifying new learning is adopted by SCT learners, managing the onboarding process of new SCT members.
• Manager on Duty Coverage. This team is responsible for escalations during all hours of GPGS operations.
• Will be responsible for the delivery of ongoing evaluation reviews, as well as discipline if the colleague is not meeting expectations of position; up to and including termination of employment.
• Will find ways to recognize and celebrate the success of the team and individual colleagues and demonstrate creativity with implementing incentives that are rewarding and measurable.
• Demonstrate a commitment to Hyatt’s core values.

Experience:

• 2 years of prior leadership experience, social media and/or customer service leadership is required.

Computer Skills Needed:

• 6 months experience with Hyatt systems (Reserve, Tally, Service Now Star) preferred.
• 2 years of experience working with Microsoft applications including Word, Excel, Access, and PowerPoint preferred.
• Prior experience with social media platforms, particularly Sprinklr, is preferred.

Additional Comments and Requirements:

• Strong understanding of statistics and analysis.
• Ability to present information as usable, easy to understand information – ‘tell the story’.
• Strong verbal and written communication skills required.
• Proven ability to communicate effectively with multiple management units and all levels of management.
• Must be highly motivated and organized with the ability to work on multiple projects simultaneously under time constraints.
• Position requires schedule flexibility, which may include nights and weekends.

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.