Operational Performance Lead, Managed Full-Service (m/w/d)

Hyatt Hotels Corporation; United States; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Complimentary stays at Hyatt hotels

Friends & family hotel rates

Flexible work arrangements

Learning and development opportunities

Job summary

Hyatt Hotels Corporation is seeking an Operational Performance Lead to drive performance across Essentials & Full-Service Managed hotels in EAME. You will prepare leaders, identify opportunities, and implement initiatives to improve efficiency, guest satisfaction, profitability, and compliance.

The role entails coordinating cross-departmental programs, leading special projects, and delivering training to hotel teams, with emphasis on data insights and brand standards.

Qualifications

• Experience in a similar field or function within hospitality.
• Experience in full-service hotel operations including Rooms and/or F&B.
• Proficiency with hotel operating systems and analytics tools.

Responsibilities

• Provide support to General Managers and Leadership Committees with necessary resources.
• Collaborate with Commercial, Finance, IT, and HR to align programs.
• Leverage data insights to prioritize support for underperforming hotels and develop action plans for senior leadership.
• Assist with escalated GPS tickets and ensure timely resolution.
• Train and communicate Hyatt Brand Standards to hotel teams.
• Develop intranet content and manage resources for the global hotel portfolio.
• Lead innovative operational projects and pilots.
• Create clear, consistent messaging for key initiatives and priorities.
• Engage hotels to address negative trend metrics, especially Rooms and F&B.
• Participate in property visits and consulting assignments.
• Drive continuous improvement through technology and data insights.

Skills

Data analytics

Guest satisfaction

Stakeholder collaboration

Operational problem solving

Education

Bachelor’s degree in hospitality management

Tools

HySat

Colleague Advantage

Opera

Medallia Concierge

BOB/ HyGeo

Citrix

HotSOS

Reserve

Tableau

Job description

Close Inclusive Collection Job Postings Notification

\"Hyatt is a place of learning – similar to a university. The company offers so many ways for me to learn and grow, both professionally and personally.\"

Operational Performance Lead, Managed Full-Service (m/w/d)

Regional Office - EAME

Hotel Operations

Professional Staff/Corporate

Full-time

Spain, United Kingdom

Local

Summary

Who We Are

At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and our guests have been at the heart of our business and helped Hyatt become one of the best, and fastest growing hospitality brands in the world. Our transformative growth and the addition of new hotels, brands and business lines can open the door for exciting career and growth opportunities to our colleagues.

As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences and jobs into careers.

Your Role

As an Operational Performance Lead, you will play a proactive and strategic role in driving performance across Hyatt’s Essentials & Full-Service Managed hotels in EAME. This includes not only ensuring that new General Managers & the Leadership Committee are thoroughly prepared and equipped for their roles, but also actively identifying opportunities and implementing initiatives to enhance operational efficiencies, guest satisfaction, profitability, and compliance. You will prepare and review property-level support content, distill mission‑critical information for hotel leaders, and anticipate challenges to provide solutions before they impact results. In addition to supporting hotels and promoting brand standards, you will also lead special projects & training aimed at improving hotel performance, working collaboratively with other departments to drive successful outcomes.

Location:ThispositionisbasedineitherGermany,SpainortheUK.ThesuccessfulcandidatemusthavethelegalrighttoworkintheEuropeanUnionorintheUK.

Your Responsibilities

• Provide support to Select & Full-Service General Managers and the Leadership Committees, ensuring they have knowledge of resources needed to be successful in their role
• Serve as an additional layer of support alongside other Hyatt organizational departments, such as Commercial, Finance, IT, and HR, partnering to align programs
• Leverage data insights to prioritize support for underperforming hotels and provide action plans to senior leadership
• Support handling of escalated tickets from Global Property and Guest Service Team (GPS)
• Communicate effectively and provide training on Hyatt Brand Standards
• Develop content and oversee internal resources on intranet, curated for the global portfolio of hotels
• Lead innovative operational projects & pilots
• Develop content and host engaging presentations, ensuring clear & consistent messaging of key initiatives and operational priorities
• Engage hotels proactively to help them effectively focus on metrics that are trending in a negative direction, with a heavy focus on Rooms and F&B Operations
• Participate in property visits and consulting assignments
• Drive continuous improvement through technology and data insights

Qualifications

Your Qualifications & Experience

• Experience Required:
• Demonstrated experience in a similar field, industry, or other equivalent business/ function role
• Demonstrated experience in full-service hotel operations, including Rooms and/or F&B
• Proficiency in using hotel operational systems and tools, with experience using systems such as HySat , Colleague Advantage, Opera, Medallia Concierge, BOB/ HyGeo , Citrix, HotSOS , Reserve, Tableau-based applications preferred
• Experience Preferred:
• Bachelor’s degree in hospitality management or a related field
• Experience with Microsoft 365 applications including Teams, Excel, PowerPoint, Word and Co-Pilot
• Data analytics and performance reporting skills to identify trends and recommend actionable strategies
• Strong track record of enhancing guest satisfaction through innovative service delivery improvements

How We Care for Our People

What sets us apart is our purpose—to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. We’re proud to have earned a place on Fortune’s prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to the tremendous way our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy and respect, and making sure everyone feels like they belong.

We’re proud to offer the following benefits:

• Annual allotment of complimentary stays at Hyatt hotels worldwide
• Attractive colleague, friends & family hotel rates globally
• Flexible work arrangements to support work–life balance
• Access to a wide range of learning and development opportunities through Hyatt’s myLearning platform

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