Operational Performance Lead, Franchise Full-Service (m/w/d)

Job description

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 Full-Service Franchise 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.

Your Responsibilities

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Provide support to Full Service General Managers & the Leadership Committee, ensuring they have knowledge of resources needed to be successful in their role

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Serve as an additional layer of support alongside other Hyatt organizational departments, such as Commercial, Finance, and IT.

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Support handling of escalated tickets from Global Property and Guest Service Team (GPS)

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Communicate effectively and provide training on Hyatt Brand Standards

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Develop content and oversee internal resources on intranet, curated for the global portfolio of hotels

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Lead innovative operational projects

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Develop content and host engaging presentations for monthly brand webinars, ensuring clear messaging of key initiatives and operational priorities

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Contribute to and support the team in new hotel openings and transitions

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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

Desired profile

Qualifications :

Your Qualifications & Experience

Experience Required: 

· 
Demonstrated experience in a similar field, industry, or other equivalent business/ function role

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Demonstrated experience in full-service hotel operations, including Rooms and/or F&B

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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

Experience Preferred:  

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Bachelor's degree in hospitality management or a related field

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Experience with Microsoft 365 applications including Teams, Excel, PowerPoint, Word and Co-Pilot

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Data analytics and performance reporting skills to identify trends and recommend actionable strategies

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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:

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Annual allotment of complimentary stays at Hyatt hotels worldwide

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Attractive colleague, friends & family hotel rates globally

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Flexible work arrangements to support work–life balance

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Access to a wide range of learning and development opportunities through Hyatt's myLearning platform

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Tuition reimbursement to support your continued education and long-term career growth

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.