The Opportunity

Hyatt Hotels Corporation seeks an enthusiastic & forward-thinking Operational Performance Lead to join our Americas Performance Hub, where you will join a growing team of 8 field professionals who love what they do. In this role, you will be collaborating closely with the broader operational, technical, and commercial teams, where you’ll be instrumental in continuing to make Hyatt a leading hospitality company. You will be part of a team that is passionate about our purpose, committed to nurturing curiosity and new skills, and building connections across the organization with colleagues, customers, and guests.

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.

Why Now?

This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.

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. Our care for our colleagues is the key to our success. 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 exceptional corporate benefits which include:

• Annual allotment of free hotel stays at Hyatt hotels globally
• Flexible work schedule
• Work-life benefits including wellbeing initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center
• A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption
• Paid Time Off, Medical, Dental, Vision, 401K with company match

Who You Are

As our ideal candidate, you understand the power and purpose of our culture of care, and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect and Wellbeing. You enjoy working with others, are results driven and are looking for a variety of opportunities to develop personally and professionally.

The Role

The Operational Performance Lead plays a proactive and strategic role in driving performance across Hyatt’s Essentials & Full-Service Managed hotels in the Americas. 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. The Lead 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, this role will also lead special projects & training aimed at improving hotel performance, working collaboratively with other departments to drive successful outcomes. This role will support our Latin America & Caribbean Division, therefore, fluenceny in Spanish is essential.

Key Responsibilites Include:

• 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 Comerical, 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 escalated tickets from Global Property and Guest Service Team (GPS)
• Effectively communicate and provide training on Hyatt Brand Standards
• Develop Content & 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
• Proactively engage hotels to help them effectively focus on metrics that are trending in a negative direction, heavy focus on Rooms and F&B operations
• Participates in property visits and consulting assignments
• Drives continuous improvement through technology and data insights.

Experience Required:

• Professional fluency in Spanish, including verbal and written communication
• 5+ years of experience in Full Service (department head or leadership committee)
• 2+ Years of Hyatt Managed hotel operations (Rooms/F&B) experience
• Experience using Hyatt’s operational tools (HySat, Colleague Advantage, Opera, Medallia Concierge, BOB/HyGeo, Citrix, HotSOS, Reserve, Tableau-based applications)

Experience Preferred:

• Bachelor’s degree in hospitality or a related field
• Experience with Microsoft-based products (Teams, Excel, PowerPoint, Word, Co-Pilot)
• Experience working in or supporting Latin America and Caribbean market
• Data anyalyics and performance reporting skills to identify trends and recommend actionable strategies
• Strong track record of enhancing guest satisfaction through innovative service delivery improvements

The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

We welcome you:

Research shows that individuals tend to apply to jobs, only if they meet all the listed job qualifications. Unsure if you check every box, but feeling inspired to enhance your career? Apply. We’d love to consider your unique experiences and how you could make Hyatt even better.

The salary range for this position is $110,000-$134,000. This role is also eligible for an Annual Incentive Plan.

The final pay rate/salary offered to the successful candidate will depend on experience, skill level and other qualifications for the role, as well as the location of the performance of work. Pay for the successful candidate will meet local requirements, including the local minimum wage rate.

We value our relationships with recruitment partners and require that agencies contact us first before submitting any candidates. Hyatt will not be responsible for any fees and obligations associated with unsolicited submissions unless a formal agreement is in place.