Guest Experience Leader & Service Recovery

Hyatt Vacation Ownership; Sedona (AZ); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Relocation assistance

Career growth opportunities

Job summary

Hyatt Vacation Ownership is seeking a Guest Experience Manager to lead the resort's guest experience strategy and service recovery efforts. The role includes acting as Manager on Duty (MOD) five days per week, ensuring brand standards across Front Desk, Activities, and Operations.

You will collaborate with Housekeeping, Engineering, and Food & Beverage to identify gaps, drive improvements, and safeguard guest satisfaction and loyalty.

Qualifications

• Experience leading guest experience programs and service recovery initiatives.
• Strong leadership and team supervision skills.
• Ability to manage multiple departments and deliver brand standards.

Responsibilities

• Lead the resort's guest experience strategy and service recovery.
• Act as Manager on Duty (MOD) five days per week and oversee Front Desk, Activities, and Operations.
• Coordinate with departments to identify gaps and implement corrective actions.

Skills

Guest experience

Service recovery

Leadership

MOD operations

Cross-department collaboration

Training & development

Job description

Hyatt Vacation Ownership is seeking a Guest Experience Manager to lead the resort's guest experience strategy and service recovery efforts. The role includes acting as Manager on Duty (MOD) five days per week, ensuring brand standards across Front Desk, Activities, and Operations.

You will collaborate with Housekeeping, Engineering, and Food & Beverage to identify gaps, drive improvements, and safeguard guest satisfaction and loyalty.