Summary:
The Opportunity

Hyatt Hotels Corporation seeks an enthusiastic Operational Performance Lead to join our Americas Performance Hub, where you will join a growing team of 8 field professionals who love what they do. In this role, you will be collaborating closely with the broader operational, technical, and commercial teams, where you'll be instrumental in continuing to make Hyatt a leading hospitality company. You will be part of a team that is passionate about our purpose, committed to nurturing curiosity and new skills, and building connections across the organization with colleagues, customers, and guests.

The Role

The Operational Performance Lead plays a proactive and strategic role in driving performance across Hyatt's Full-Service Franchise hotels in the Americas. This includes not only ensuring that new and existing General Managers are thoroughly prepared and equipped for their roles, but also actively identifying opportunities and implementing initiatives to elevate operational efficiencies and guest satisfaction. The Lead will prepare and review property-level support content, distill mission-critical information for hotel leaders, and anticipate challenges to provide solutions before they impact results. In addition to supporting hotels and promoting brand standards, this role will also lead special projects aimed at improving hotel performance, working collaboratively with other departments to drive successful outcomes. *Although this role can be remote, there is also the option to work a hybrid work schedule if in the Chicago area.*

Key Responsibilities Include:
• Provide support to Full Service General Managers & the Leadership Committee, ensuring they have knowledge of resources needed to be successful in their role. This includes onboarding new General Managers to Hyatt.
• Serve as a liaison and additional layer of support alongside other Hyatt organizational departments, such as Commercial Services, Finance, Brands, IT, and other relevant above property support teams.
• Support escalated tickets from Global Property and Guest Service Team (GPS)
• Effectively communicate and provide training on Hyatt Brand Standards
• Lead innovative operational projects
• Responsible for developing and delivering operational communications, presentations, webinars, and resource materials that translate enterprise initiatives into actional guidance for hotel leaders. This includes but is not limited to:

oDeveloping Content & overseeing internal resources on intranet, curated for the global portfolio of hotels, such as Global Weekly articles

oHost engagement presentations and/or virtual calls, including the end-to-end preparation and facilitation of the monthly hotel brand webinars, ensuring clear messaging of key initiatives and operational priorities
• Contribute and support the team for new and transitioning hotel builds and transitions
• Drive continuous improvement by identifying recurring operational challenges and recommending scalable process improvements that enhance hotel operations and improve the franchise support experience.
• Proactively analyze operational performance metrics and engage with hotel leadership to develop plans that improve overall hotel performance and guest satisfaction on metrics that are trending in a negative direction, heavy focus on Rooms and F&B operations.
• Serve as a trusted operational advisor to franchise General Managers by providing consultative guidance, sharing proven practices, and helping prioritize initiatives that improve operational performance and brand execution.

Qualifications:
Experience Required:
• 5+ years of experience in same field, industry, or other equivalent business/ function role
• 3+ Years of Full service hotel operations (Rooms/F&B) experience
• Experience using Hyatt's operational tools (HySat, Colleague Advantage, Opera Cloud, Medallia Concierge, BOB/HyGeo, Citrix, HotSOS, Reserve, Tableau-based applications)

Experience Preferred:
• Bachelor's degree in hospitality or a related field
• Experience with Microsoft-based products (Teams, Excel, PowerPoint, Word, Co-Pilot) and video-conferencing / webinar technology (Zoom)
• Data analytics and performance reporting skills to identify trends and recommend actionable strategies
• Strong track record of enhancing guest satisfaction through innovative service delivery improvements
• Public speaking skills

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.

We welcome you:

Research shows that individuals tend to apply to jobs only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We'd love to consider your unique experiences and how you could make Hyatt even better.

The salary range for this position is $78,500-$110,000. This role is also eligible for an Annual Incentive Plan.
The final pay rate/salary offered to the successful candidate will depend on experience, skill level and other qualifications for the role, as well as the location of the performance of work. Pay for the successful candidate will meet local requirements, including the local minimum wage rate.

We value our relationships with recruitment partners and require that agencies contact us first before submitting any candidates. Hyatt will not be responsible for any fees and obligations associated with unsolicited submissions unless a formal agreement is in place.