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The Manager of Guest Experience Operations will coordinate and track all aspects of multiple guest experience projects from discovery to delivery. As the day-to-day point person for both internal and external teams, this person’s responsibilities will include designing pilots, develop detailed project plans, resource allocation, mapping system and operational impacts, progress tracking, resolution of issues and risks, testing, documentation and developing training plans.

This position will report to the Director, World of Hyatt & Guest Experience

Position Responsibilities / Essential Functions

• Lead cross-functional rollout of new guest experience roadmap initiatives related to all touchpoints in the guest journey from pre-arrival to stay and post departure, including short, medium, and long-term change initiatives (enhancements span ~$2-10M impacts on business)
• Develop tests for global guest experience programs in support/alignment with company’s strategy priorities (personalization, digital transformation, operational efficiency etc.) – designing pilot structures, KPIs for successes and rollout plans where applicable.
• Lead all aspects of project management including scope, goals, deliverables, deadlines, and resourcing for approval by senior management and key stakeholders
• Support guest data stewardship in evaluating profile evolution and operational experiments to deliver a personalized guest experience for our most valuable members
• Responsible for relationship building within the organization – Brands, Operations, Digital, Legal, and individual properties where necessary to forge leading through influence (brand focus areas, digital roadmaps, operational challenges)
• Proactively perform risk management and identify issues across functions and inter-dependent efforts.
• Partner with Data & Analytics/Customer Insights team to understand qualitative and quantitative insights to drive enhancements to our guest experience
• Effectively communicate program level status to multiple stakeholders at varying levels within the organization.
• Demonstrate a commitment to Hyatt core values and behaviors to build
• The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary

Experience

• Project Management Experience – minimum 8 years
• Experience developing and executing large-scale programs and/or product rollout (hotel industry preferred)
• Knowledge and curiosity to understand how systems interconnect
• Ability to track/collect details and highlight interdependencies on other prioritized work
• Creative/innovative approach to problem solving
• History of delivering results and implementing change
• Effectively communicate program level status to multiple stakeholders at varying levels within the organization.
• Proven ability to collaborate across a highly matrixed organization (relationship-building and leadership skills)
• Strong interpersonal and organizational skills
• Highly self-motivated and directed
• Proven analytical and problem-solving abilities

Education

BA/BS Bachelor’s Degree required

Additional Comments and Requirements

Ability to travel as needed (10%)