Hyatt
Operational Performance Lead, Managed Full-Service (m/w/d)
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Organization - Regional Office - EAME
Summary
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 our guests have been at the heart of our business and helped Hyatt become one of the best, and fastest growing hospitality brands in the world. Our transformative growth and the addition of new hotels, brands and business lines can open the door for exciting career and growth opportunities to 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.
Your Role
As an Operational Performance Lead, you will play a proactive and strategic role in driving performance across Hyatt’s Essentials & Full-Service Managed hotels in EAME. This includes not only ensuring that new General Managers & the Leadership Committee are thoroughly prepared and equipped for their roles, but also actively identifying opportunities and implementing initiatives to enhance operational efficiencies, guest satisfaction, profitability, and compliance.
You 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, you will also lead special projects & training aimed at improving hotel performance, working collaboratively with other departments to drive successful outcomes.
Location
This position is based in either Germany, Spain, or the UK. The successful candidate must have the legal right to work in the European Union or in the UK.
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Your Responsibilities
- Provide support to Select & Full-Service General Managers and the Leadership Committees, ensuring they have knowledge of resources needed to be successful in their role
- Serve as an additional layer of support alongside other Hyatt organizational departments, such as Commercial, Finance, IT, and HR, partnering to align programs
- Leverage data insights to prioritize support for underperforming hotels and provide action plans to senior leadership
- Support handling of escalated tickets from Global Property and Guest Service Team (GPS)
- Communicate effectively and provide training on Hyatt Brand Standards
- Develop content and oversee internal resources on intranet, curated for the global portfolio of hotels
- Lead innovative operational projects & pilots
- Develop content and host engaging presentations, ensuring clear & consistent messaging of key initiatives and operational priorities
- Engage hotels proactively to help them effectively focus on metrics that are trending in a negative direction, with a heavy focus on Rooms and F&B Operations
- Participate in property visits and consulting assignments
- Drive continuous improvement through technology and data insights
Qualifications
Your Qualifications & Experience
Experience Required:
- Demonstrated experience in a similar field, industry, or other equivalent business/ function role
- Demonstrated experience in full-service hotel operations, including Rooms and/or F&B
- Proficiency in using hotel operational systems and tools, with experience using systems such as HySat, Colleague Advantage, Opera, Medallia Concierge, BOB/ HyGeo, Citrix, HotSOS, Reserve, Tableau-based applications preferred
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Experience Preferred:
- Bachelor’s degree in hospitality management or a related field
- Experience with Microsoft 365 applications including Teams, Excel, PowerPoint, Word and Co-Pilot
- 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
How We Care For Our People
What sets us apart is our purpose—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 the tremendous way 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 the Following Benefits
- Annual allotment of complimentary stays at Hyatt hotels worldwide
- Attractive colleague, friends & family hotel rates globally
- Flexible work arrangements to support work–life balance
- Access to a wide range of learning and development opportunities through Hyatt’s myLearning platform
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