Guest Experience Lead: Proactive Service & Recovery

Hyatt Hotels Corporation; Oceanside (CA); Hybrid; USD 70,000 - 82,000; Full time

Benefits offered by this job

12 Complimentary hotel room nights at

Discounted room rates for colleagues'

Bereavement and jury duty pay

Vacation, sick, and new child leave

Medical, dental and vision insurance

Job summary

Hyatt Regency Morristown at Headquarters Plaza in Morristown, NJ, is seeking an Assistant Guest Experience Manager to lead guest experiences and ensure proactive communication with top-tier guest requests prior to arrival. This on-site role requires strong leadership and knowledge of hotel services, events, and transportation options.

The position emphasizes guest recovery, proactive communication, and collaboration with Rooms Operations.

Qualifications

• A true desire to satisfy the needs of others in a fast-paced environment.
• Refined verbal and written communication skills.
• Experience and thorough understanding of guest services.
• Self-driven, as well as self-starter.
• Ability to learn and master software systems.
• Skilled at analyzing guest data analytics.
• Work well in a consistent high stress, and pressure environment while maintaining a high level of customer engagement.
• Hotel/ Resort experience.
• Supervisory/managerial experience.
• Open availability required to work weekdays/weekends, holidays, mornings, mid-days, afternoons, evenings.

Responsibilities

• Lead the guest experiences and ensure proactive communication with top-tier guest requests prior to arrival.
• Oversee guest recovery process and proactive guest communications.
• Coordinate responsibilities within the Rooms Operation as needed.
• Maintain knowledge of hotel services, local events and transportation options.

Skills

Leadership

Communication

Guest services

Self-motivated

Software systems

Data analytics

Supervisory/managerial

Open availability

Job description

Hyatt Regency Morristown at Headquarters Plaza in Morristown, NJ, is seeking an Assistant Guest Experience Manager to lead guest experiences and ensure proactive communication with top-tier guest requests prior to arrival. This on-site role requires strong leadership and knowledge of hotel services, events, and transportation options.

The position emphasizes guest recovery, proactive communication, and collaboration with Rooms Operations.