This position can 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 Assistant Director of Americas Guest Services will be responsible for supporting the leadership, development, and engagement of colleagues within the Americas Guest Services organization, while contributing to Hyatt's ongoing commitment to delivering world-class performance and care. This role will provide regional leadership for assigned Guest Services functions, including all Service focused teams (Loyalty Service, Guest Escalation Support, Chat Care, Care and Resolution, LATRO, Social Care and Specialty Care). The Assistant Director will focus on driving operational excellence, service consistency, colleague engagement, and continuous improvement across the Americas region for our service functions. This role will support ease of effort for guests and colleagues, identify opportunities to improve processes and efficiencies, and help ensure the team delivers thoughtful, timely, and effective guest care. This role will represent the Americas region in relevant global initiatives related to its areas of responsibility. The Assistant Director will partner with regional and global stakeholders to provide input, support implementation, and ensure alignment with Americas Guest Services priorities. Additional areas of responsibility include supporting leaders in their development and career growth, providing ongoing coaching and performance support, strengthening colleague retention, identifying opportunities for increased efficiency, and fostering an environment of accountability, collaboration, and continuous improvement. Position Responsibilities: - Manage a Guest Services Leadership Team consisting of Senior Managers and Service Managers and support Global Leadership roles responsible for delivery of customer service/guest care. Responsible for performance, development and hiring. - Lead portion of Guest Services - 200+ colleagues. - Create a culture of care and growth where colleagues can deliver excellent results and thrive. - Manage multiple projects/priorities while meeting sensitive deadlines. - Involved in creating and enforcing policies and procedures related to day-to-day operations of Guest Services department. - Collaborate with the Workforce Management team to coordinate and deliver necessary coaching and learning opportunities for all Guest Services colleagues, appropriate coverage and schedules based on business needs and work through weather impacting events. - Create and maintain a working environment that is safe and fun through the willingness to take risks, be creative, adapt to change quickly and learn from results. - Understanding and supporting goals and KPI's as defined through strategic planning sessions. - Leverage Corporate resources to accomplish Global Care Centers related work and support Commercial Services teams in areas of partnership. - Consistently able to handle leadership and associate personal situations, demonstrating strong decision-making skills and judgement when information is sensitive and you do not have all the details. - Create and maintain processes related to all areas to Guest Services. - Serves as the escalation point for Elevated Guest Care leadership teams. - Demonstrate a commitment to Hyatt values.