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Published date: April 3, 2022
  • Location: Omaha, Nebraska, United States


These positions can be worked at our GPGS Hub in Omaha, Nebraska or Marion, Illinois. This position can also 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 Advanced Guest Care manager will be responsible for the management and oversight of a team of colleagues who handle high-level escalations, as well as various special projects and tasks. This role does require the ability to develop colleagues through ongoing coaching and mentoring, as well as developing talent within the team for future advancement within the organization. This manager must have strong communication skills, as well as the ability to emotionally connect with colleagues, guest and hotel leadership to problem solve and address high-level issues as they arise. The work environment is fast paced and requires the ability to organize and prioritize what is being done to support timelines and goals of the team. This position requires creative problem solving and the ability to negotiate to reach resolution, all while balancing the needs of the guest and that of the company. This manager will demonstrate the ability to interpret various pieces of data and use that information to drive performance improvements within their business unit.



  • 2 years of prior leadership experience is required
Computer Skills Needed to Perform this Job

  • 6 months experience with Hyatt systems (Reserve, Tally, Service Now, Star, OSI, Kana, IEX, Gladly) preferred
2 years experience working with Microsoft applications including Word, Excel, Access, and PowerPoint preferred

Additional Comments and Requirements

Must be highly motivated and organized with the ability to work multiple tasks simultaneously under time constraints
Must be open minded and able to adapt to a fast paced, changing environment and have strong innovation and critical thinking skills
Excellent verbal and written communication skills required as well as an understanding of cultural mores
Ability to manage time effectively, take initiative and be self-sufficient in the handling of responsibilities which may be within or outside of the Advanced Guest Care team realm
Schedule flexibility, which may include assisting with coverage from 0600-0200, including weekends and holidays

Hyatt is an equal employment opportunity and affirmative action employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status or any other group protected by law.

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