Guest Experience Communications Lead

Hyatt Vacation Ownership; Escondido (CA); On-site; USD 75,000 - 78,000; Full time

Job summary

Hyatt Vacation Ownership is seeking an AYS Communications Manager to integrate hotel-wide guest communication channels, improve service delivery, optimize response times, and drive a data-driven approach to operational performance and service recovery. This role provides centralized leadership over guest communications across PBX, Zingle, Dispatch, Rooms Control, and related teams.

The scope includes leadership of the PBX Team, Rooms Control Team, Dispatch Team, Service Coordinators, and Single

Qualifications

• High school diploma or GED; 1 year experience in guest services, front desk, or related professional area.
• 2-year degree in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required.

Responsibilities

• Organize and align all communication disciplines under one structure
• Lead daily operational briefings and communication updates
• Ensure consistent service standards across all teams
• Establish accountability and performance expectations
• Develop and standardize SOPs for communication workflows
• Streamline intake, routing, and resolution processes
• Identify operational inefficiencies and implement improvements
• Ensure consistency across PBX, Zingle, Dispatch, and Rooms Control
• Track call volume and response times; analyze trends and issues
• Provide insights and actionable recommendations to senior leadership

Skills

Guest services

Leadership

Data analysis

Communication

Education

High school diploma or GED

2-year degree in Hotel & Restaurant Management or related major

Job description

Hyatt Vacation Ownership is seeking an AYS Communications Manager to integrate hotel-wide guest communication channels, improve service delivery, optimize response times, and drive a data-driven approach to operational performance and service recovery. This role provides centralized leadership over guest communications across PBX, Zingle, Dispatch, Rooms Control, and related teams.

The scope includes leadership of the PBX Team, Rooms Control Team, Dispatch Team, Service Coordinators, and Single