GPS Innovation Specialist

Hyatt Hotels Corporation; New York (NY); Remote; Full time

Job summary

Hyatt Hotels Corporation is seeking a GPS Innovation Specialist to work either remotely or at their Global Contact Center. In this role, you will manage guest inquiries, handle complex issues with a focus on resolution, and contribute to the development of their Global Property Services program. Candidates should have prior experience in hotel or related services, strong communication skills, and the ability to work flexibly across various schedules.

Benefits

Medical / Dental / Vision Insurance

401k

Annual allotment of free hotel stays

Paid Time Off

Employee Stock Purchase Plan

Wellbeing benefits

Qualifications

• Minimum 6 months in GESA or hotel experience required.
• Must be proficient with Microsoft Office Suite.
• Experience with hotel systems preferred.

Responsibilities

• Handle guest inquiries and issues effectively.
• Use multiple programs and systems accurately.
• Demonstrate commitment to Hyatt's core values.

Skills

Communication

Problem Solving

Self-sufficiency

Brand Knowledge

Computer Savvy

Confidentiality

Tools

Microsoft Office Suite

Hotel Systems (Opera, HotSOS, Zello, Zingle)

Job description

"I believe successful people are the ones who take the initiative to learn, unlearn and relearn. It’s important to constantly challenge your knowledge and step out of your comfort zone."

"I believe successful people are the ones who take the initiative to learn, unlearn and relearn. It’s important to constantly challenge your knowledge and step out of your comfort zone."

Peggy Focheux Duval: Director of Learning & Development, France

At Hyatt, there’s a home for every stage of your career.

This position can be worked at our Global Contact Center 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.

GPS Innovation Specialists handle a variety of work types which include guest inquiries or concerns, handle PBX services for multiple properties, special projects, and assistance with potential hotel related issues (sales support, rate auditing, etc.). GPS Innovation Specialists will help triage multiple pilots at one time which will help shape the new Global Property Services program. This role will also handle overflows for all other areas of Guest Services based on business need.

Position Responsibilities:

• Genuinely enjoy helping our guests find resolution to their issues.
• Self-sufficient and able to effectively use resources.
• Able to ask thoughtful and clarifying questions to understand the root cause of the issue and then take this information to set the experience and advocate for the guest.
• Strong brand knowledge of Hyatt and World of Hyatt programs.
• Respectful, calm, and patient in potentially emotionally charged situations.
• The innate ability to know when you must uphold the T&C/policies and when you should use your empowerment.
• Take ownership and has pride in the work they are doing to deliver high quality work.
• Understands the importance of keeping information confidential to uphold and protect the integrity of the brand.
• Strong language skills both orally and in writing.
• Efficient and focused on creating a low effort experience for the guest/colleague.
• Demonstrate a commitment to Hyatt core values.

Qualifications

Experience:

• A minimum of 6 months in GESA (or above) or hotel experience (preferably Hyatt) is required.

Computer Skills Needed:

• Must be computer savvy and have the ability to type and utilize keyboard functions to navigate multiple programs and screens quickly and accurately.
• 2 years’ experience and proficiency with Microsoft Office Suite applications including Word, Excel, PowerPoint, and Outlook.
• Minimum 6 months experience with the hotel systems (Opera, HotSOS, Zello, Zingle) is preferred.

Additional Comments and Requirements:

• Strong verbal and written communication skills preferred.
• Schedule flexibility that could include nights and weekends as well as 2 holidays per year.
• Ability to navigate multiple systems quickly and efficiently.

Schedule:

The chosen candidate must be able to work one of the following schedules. All schedules are listed in CST.

• 3:30pm – 12:00am CST with Sun/Mon off
• 1:30pm – 10:00pm CST with Fri/Sat off

Equipment:

Candidates are required to provide the following equipment for their home office.

• High Speed Internet Service : High speed internet service is required. Broadband technologies allowed are DSL, Cable, and Fiber-Optic. All other ISP (Internet Service Provider) technologies are not allowed. Colleague will be required to provide Hyatt with adequate certification of service from provider.
• If your ISP provided equipment or your internal network contains a firewall, you must unblock or enable ‘pass through’ settings for all communication ports.
• Non-work-related activities performed by you or others in your household such as gaming (Xbox, PlayStation, etc.) or media streaming (Netflix, Hulu, etc.) during work hours will impact your Hyatt supplied equipment’s performance.
• Your high-speed internet service is expected to be reliable, connected, and sufficiently fast to enable you to perform your work for Hyatt without disruption or lag (slowness) throughout your shift.
• Surge Protector
• Cable/DSL modem
• Router : Router with Ethernet ports for wired connection to thin client and IP Phone. Router can be integrated into the modern device provided by your ISP.
• Multi Factor Authentication Capability : The ability to utilize a dedicated Android or Apple iOS smartphone or tablet mobile application for Multi Factor Authentication (security system used when accessing Hyatt systems) when logging into Hyatt provided thin client equipment. It is required each time you are authenticating (logging in) to Hyatt provided thin client equipment. The Microsoft Authenticator application is obtained from the Google or Apple Store.

Wage Information:

The hourly rate for this position is $19.50. This position is eligible to earn overtime.

The final pay rate 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 .

Benefits Information:

Benefits available with this position include the following:

• Medical / Dental / Vision Insurance
• Flexible Spending Account
• 401k
• Retirement Savings Plan
• Basic Life Insurance
• Employee Stock Purchase Plan
• Annual allotment of free hotel stays at Hyatt hotels globally (subject to availability)
• In addition to allotment of free hotel stays, discounted hotel stays (subject to availability)
• Paid Time Off accruing at an approximate rate of 24 minutes per day, up to a maximum of 144 hours per year
• Seven paid holidays per year
• Three paid floating holidays per year (two if hired with Hyatt after July 1 st )
• Wellbeing benefits, including monthly fitness reimbursement, complimentary HeadSpace subscriptions, and access to employee assistance program resources

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientations, gender identity, national origin, disability or protected veteran status.

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