Assistant Guest Experience Manager

Who We Are:

At Hyatt, we believe in the power of belonging- of making people feel at home no matter where they are in the world. We turn trips into journeys, encounters into experiences, and jobs into careers. Join a team that is making travel more human. Connected. Sustainable. Here, everyone's role matters. Opportunities are yours to shape. Your individuality is celebrated. At the heart of Hyatt is our shared belief that hospitality is more than just a job - it's a career for people who care.

Ideally situated across from the stunning and lush 40-acre California Capitol State Park - and surrounded by restaurants, shopping, and nightlife - our recently redesigned downtown Sacramento, California hotel places you in a serene urban oasis within walking distance of Capitol Mall, Crocker Art Museum, Old Sacramento Waterfront and more. Enjoy the expansive resort-style pool deck, savor an exquisite dinner beside an outdoor fireplace, or take in the city skyline views from the guest room.

The Opportunity:

The Assistant Guest Experience Manager will have oversight of the front office staff and guest services. The primary focus of this position is to drive customer service scores and enhance the customer experience. They are responsible for answering questions, giving direction and making recommendations for guests. Additional responsibilities may include training, staff development and scheduling. This offers the opportunity to engage in casual conversation and to create memorable experiences for our guests.

The annual salary range for this position is $68,640-$72,200.

Essential Functions:

Job functions may include and are not limited to:

• Pre-arrival communications to all guests (texting and email) and ensuring proper room blocks and internal communication about any specific needs.
• Work in tangent with Front Office/Concierge team to ensure guest needs are satisfied during entire stay.
• Assist VIP guests during stay as needed.
• Be present for VIP arrivals/departures and ensure the team is prepared and anticipating the days VIP movements.
• Update guest profiles with preferences to maintain guest likes and dislikes in order to customize future stays.
• Communicate with guests in person, over the phone, and via email/texts systems. Be able to receive complaints, find resolutions and create opportunities to delight the guests.
• Attend daily service meetings to share guest feedback and follow up
• Assist the Front Office team in setting up the Front Office training tools, standards and procedures, and training plans as a guideline for the Front Office Operation.
• Assist the Front Office team in supervising, organizing, directing, and coordinating, the staff and activities of the Front Office.
• Conduct daily inspections and assist in maintaining proper protocols. Ensure that Front Office Agents perform their daily duties according to required standards.
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
• Ensure Team Members have current knowledge of hotel products, services, pricing, and policies, as well as knowledge of the local area, and area.
• Motivate and celebrate Team Member Success.
• Maintain procedures for security of guests, hotel property, and emergency procedures.
• Analyze, generate reports and communicate information to employees and appropriate departments.
• Assist in achieving budgeted revenues and expenses and maximize profitability related to the rooms department. Investigate deviations from budget and take immediate corrective action.
• Authorize the acceptance of credit cards, cash paid-outs, and refunds based on established procedures.
• Monitor and control guests' credit status to ensure that payment is collectible and received on time. Perform a regular follow-up for pending payments to ensure that they are collected.
• Have Knowledge of hotel property, amenities, area attractions, and transportation.
• Fulfill Manager on Duty shifts if required.

Experience Required:

• A true desire to satisfy the needs of others in a face paced environment.
• Refined verbal skills.
• Previous hotel experience required
• Previous experience in a guest-facing role
• General knowledge of hotel loyalty program operations
• Proven track record of successful VIP guest management
• Previous experience in a Four Diamond organization
• Prior experience with Hyatt strongly preferred
• Working knowledge of hotel systems, PMS, POS, and reservations systems
• Refined written and verbal communication skills
• Must be available to work a varied and flexible schedule, including availability to work evenings, weekends and Holidays.
• Familiarity with industry specific software, such as Opera, Colleague Advantage and Reserve.

Hyatt is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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 Well-being. You enjoy working with others, are results-driven, and seek various opportunities to develop personally and professionally.