Hyatt
-
Omaha,
Nebraska
Assure superior delivery of the Gold Passport experience to all tier levels and administer the Associate Gold Passport Mastery process. Responsible for a Gold Passport Specialist team that handles, monitors and coaches front-line escalation issues via multiple-channels. Leads Gold Passport initiatives that drive ease of use and strategic goal achievement for Hyatt Gold Passport initiatives. Is a cross-functional Gold Passport leader for global promotions and goal attainment.
Qualifications
Actively manages the Hyatt Gold Passport Worldwide Reservation Centers (WWRC) Mastery certification, re-certification program process for existing and newly skilled GP associates.
Supervise the Gold Passport Operation team that provides escalation support and direction to GP leadership functions.
Provide daily direction, coaching and performance feedback to the GP Operation Specialist team.
Primary liaison with Marion document and email services to ensure voice of the customer delivery is at exceptional levels via email and document services channels.
Works closely with the Voice Operations leadership teams and is a GP advocate for call compliance and mastery.
Actively engaged in WWRC GP goals and program delivery.
Monitors WWRC guest interactions including calls and emails to ensure compliance & overall goals are achieved with all Gold Passport channels.
Develops GP related system reference updates such as Chain, KL's, CFU's and GP Skill with emphasis on improved streamlined communication.
Ensure timely and effective response to Gold Passport member complaints that escalate to Hyatt executive offices and senior management.
Conduct on-going assessment of GP skilled associate development needs.
Assist with the communication and rollout of GP related promotions to create awareness and enthusiasm amongst all WWRC.
Participates in the creation of associate based GP incentives and tracks effectiveness for results.
Continually assess effectiveness of learning and development delivery for refresher and newly skilled GP associates.
Work closely with GP System and GP Partner team on changes in service delivery trending output from Rapp, Kana and Salesforce.
Manages the Defector callout program.
Accountable for Medallia GP guest survey reports and alerts relating to GP member interactions with WWRC GP associates.
Partners with Learning and Development in development of associate training relating to partner promotions, program changes and new relationships.
Must be available outside of normal business hours including nights and weekends.
Application Deadline: 2/1/12
Primary Location: US-NE-Omaha
Organization: Worldwide Reservations Center
Pay Basis: Yearly US Dollar (USD)
Job Level: Department Head/Manager | Full-time
Omaha, NE
Omaha, Nebraska
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