Guest Experience Manager

Summary

Whether traveling for business or pleasure, Hyatt Regency McCormick Place has everything you’ll need under one hotel roof with over 1258 guest rooms, 53 suites and 13,000 sq. ft. of meeting space. In addition, our conference center boasts nearly 30,000 sq. ft. of meeting space. You will rest comfortably in spacious rooms and suites. Enjoy international cuisine at Third Star, ramen bowls at Sixes & Eights or meet for drinks at ARC Bar. Relax in our indoor pool and reenergize in the 24-hour StayFit™ Gym. If you are hosting a meeting or event, our hotel gives you direct access to more than 2.8 million square feet of space at the country’s largest convention center.

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing authentic hospitality and meaningful experiences to each and every guest. Hyatt is a place where high expectations aren’t just met-they’re exceeded. It’s a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry.

As the Guest Experience Manager, you are the ambassador of our service culture, ensuring every guest feels welcomed, valued, and cared for throughout their stay. You will work cross-departmentally to drive guest satisfaction and loyalty through the planning and implementation of new service initiatives.

Key Responsibilities:

• Champion the guest experience journey from pre-arrival to post-departure via emailed communications.
• Follow up with all active guest complaints during and post-stay.
• Handle guest concerns and react quickly, logging and notifying proper areas.
• Responsible for to creating analytics from Medallia reports and create Excel spreadsheets to share information.
• Communicate goals and results with hotel on a regular basis.
• This role leads other associates by coaching, giving direction, and may include training.
• Collaborate with housekeeping, food and beverage, engineering, and other departments to personalize guest stays and ensure operational excellence.
• Pre-plan welcome strategies for groups.
• Developing and implementing initiatives to increase guest satisfaction scores.
• Analyze guest experience data and prepare reports for management review.
• Foster a positive work environment that promotes teamwork, performance, and staff development.

SALARY The salary range for this position is $60,100 to $73,600. This range is what Hyatt Regency McCormick Place reasonably expects to pay. Actual pay will be commensurate with experience.

BENEFITS: We have you covered with an awesome rewards package! Health and welfare plans? We have a range of choices for you and your eligible dependents available after only 30 days of employment! Hyatt also covers basic life insurance for all colleagues. Financial wellbeing? Got it! Opt into our 401(k) plan with match, College Saving Plan or the Employee Stock Purchase Plan. Oh, and we don’t want to leave out our lifestyle benefits! Paid time off, holidays and sick leave, paid Family Bonding Time, Adoption Assistance, discounted and complimentary rooms at Hyatt locations across the globe, free colleague meals during shifts, complimentary or discounted parking and transportation options, and many more!

Our team members work in an environment that demands exceptional performance yet reaps great rewards. Whether its career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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Qualifications

• 3+ years of leadership experience in front office, guest services, or related hospitality roles.
• Ability to work well under pressure in a fast paced environment, and work cohesively as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Self-starter with the ability to work both independently and within a team.
• Exceptional interpersonal, problem-solving, and communication skills.
• Passion for hospitality and guest-centered thinking.
• Ability to lead, motivate, and coach diverse teams.
• Familiarity with hotel systems (Colleague Advantage, Opera, Reserve) and guest feedback platforms (Medallia, Zingle, etc).
• Flexible schedule, including weekends and holidays as needed.
• Candidates should be extremely detail oriented, organized and able to handle a fast paced environment.

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