Hyatt Corporate Office, Chicago

The Opportunity

Hyatt seeks an enthusiastic Manager of Operational Performance to join our Franchise Owner Relations Group, where you will be joining a growing group of 6 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 passionate about diversity, equity, and inclusion, committed to nurturing curiosity and new skills and building connections with stakeholders, colleagues, and guests across the organization.

Who We Are

At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and guests have been at the heart of our business and helped Hyatt become one of the world's best and fastest-growing hospitality brands. Our transformative growth and the addition of new hotels, brands, and business lines can open the door for exciting career and growth opportunities for our colleagues.

As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.

Why Now?

This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.

How We Care for Our People

Our purpose sets us apart—to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We’re proud to have earned a place on Fortune’s prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to how our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy, and respect, and making sure everyone feels like they belong.

We’re proud to offer exceptional corporate benefits which include:

•Annual allotment of free hotel stays at Hyatt hotels globally

•Flexible work schedules

•Work-life benefits including well-being initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center

•A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption

•Paid Time Off, Medical, Dental, Vision, 401K with company match

Our Commitment to Diversity, Equity, and Inclusion

Our success is underpinned by our diverse, equitable, and inclusive culture and we are committed to diversity across the board—from whom we hire and develop, the organizations we support, and whom we buy from and work with.

Being part of Hyatt means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities, and identities. We constantly strive to reflect the world we care for with teams that achieve and grow together. To learn more about our commitments to DE&I, please visit the Why Hyatt section of the Hyatt career page.

Who You Are

As our ideal candidate, you understand the power and purpose of our Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Well-being. You enjoy working with others, are results-driven, and seek various opportunities to develop personally and professionally.

The Role

The Manager of Operational Performance is instrumental in ensuring that new General Managers and Operators are ready and equipped for their roles in leading Select and Full-Service hotels in the Americas. This includes initial Hyatt systems access & onboarding. This role will also support operator and owner access for corporate programs. Additional responsibilities include assisting in the enhancement of how Hyatt can best support franchise hotels and enable brand consistency across all operational functions. To do this, this role will be participating in special projects that incorporate a wide range of function exposure.

Key Responsibilities Include:

•Oversight of new General Manager and above property Operator onboarding, ensuring they have the access knowledge of resources needed to be successful in their role

•Support escalated tickets from Global Property and Guest Service Team (GPGS)

•Oversee internal resources on Hyatt’s intranet (Hyattconnect), curated for the global franchise portfolio of hotels

•Maintain key contacts for owners, operators, and hotels, as well as develop a strategy for optimal data management

•Contribute and support the team for new and transitioning hotel builds and transactions

•Lead operational training sessions both virtually and in-person at orientations and trainings in Chicago

•Assist the Operational Performance Team with hotel support and operational expertise when necessary

•Provide consultation when made aware of hotel pain points and liaise between the hotel and corporate support teams; see the resolution through by improving workflows.

•Serve as subject matter expert for hotel operations and continuously stay updated on evolving tools and systems

Qualifications

Experience Required:

•5+ years of experience in the same field, industry, or other equivalent business/ function role, with an understanding of user identity management

•5+ years of hotel operations (Rooms / F&B) experience

•Experience using Hyatt’s operational systems and tools (HySat, Colleague Advantage, Medallia Concierge, BOB/HyGEO, HotSOS, Opera, Tableau-based applications)

•Knowledge of Hyatt’s brand standards, F&B concepts, and World of Hyatt Program

•Excellent organization, communication, and presentation skills

Experience Preferred:

•Bachelor’s degree in hospitality or related field

•Experience with Microsoft-based products (Teams, Excel, PowerPoint, Word, Access)

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 women, people of color, and other historically excluded groups, 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.