Guest Experience Leader & MOD (Service Recovery)

Hyatt Vacation Club at Pinon Pointe; Sedona (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Hyatt Vacation Club at Pinon Pointe is seeking a Guest Experience Manager to drive the resort's guest experience strategy, service recovery, and MOD operations on a salaried basis. Driving is required and screening will be conducted.

The role leads the MOD five days per week, partnering with Front Office, Housekeeping, Engineering, and Activities to identify gaps, implement improvements, and maintain brand service standards across the property.

Qualifications

• Experience leading guest services and hotel operations
• Strong communication and leadership abilities
• Ability to manage service recovery and brand standards
• Collaboration across departments to improve guest satisfaction

Responsibilities

• Lead MOD operations and guest experience strategy
• Oversee Front Desk, Activities, Housekeeping, and Engineering interfaces
• Develop and monitor service recovery initiatives and guest feedback loops
• Provide training and coaching on guest experience standards

Job description

Hyatt Vacation Club at Pinon Pointe is seeking a Guest Experience Manager to drive the resort's guest experience strategy, service recovery, and MOD operations on a salaried basis. Driving is required and screening will be conducted.

The role leads the MOD five days per week, partnering with Front Office, Housekeeping, Engineering, and Activities to identify gaps, implement improvements, and maintain brand service standards across the property.