Assistant Director - Guest Experience

Hyatt Regency Calgary

Location: CA - AB - Calgary

Hyatt Regency Calgary
Job Details
We are pleased that you are exploring Hyatt Hotels Corporation. We believe our customers select Hyatt because of our caring and attentive associates who work hard to provide efficient service and meaningful experiences. We care about our associates and our customers. This is the Hyatt Touch. Our commitment to Diversity is best evidenced by our focus on company-wide diversity initiatives. We continue to be recognized as one of America's best companies for minorities in rankings based on information about recruiting and employment practices. Associates of Hyatt are given the tools from the first day to make a difference. Hyatt offers comprehensive and competitive benefits for all associates. Hyatt associates work in an environment that demands exceptional performance, yet reaps great rewards - whether it's career opportunities, job enrichment or a supportive working environment. If you are ready for this challenge, then we are ready for you. Come meet the people with the Hyatt touch.

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing efficient service and meaningful experiences.

We Are Energizing: When speaking with our guests, we are dynamic, refreshing and stimulating

We Are Clever: Here, we do things the smart way, not just the way they’ve always been done before. We’re always thinking one step ahead, satisfying guests’ needs in unique, delightful and surprising ways, as they go through their day.

We Are Confident: We’re innovators and experts at providing the experiences, care and amenities our guests want, all delivered with enthusiasm and pride. They can feel relaxed and confident because we’ve got everything covered.

This is not your typical career opportunity. This is the Hyatt Touch.

The Assistant Director of Guest Experience – Front of House will be responsible for the complete guest experience associated with the arrival and departure of our guests, the experience our guests receive in our drinking and dining and social spaces plus the activities and services we offer.

Guest Arrival: Our Assistant Director and their team will be responsible for our guest’s arrival experience. We connect with our guests upon arrival, simply and efficiently. We need to ensure that as our guests enter the lobby, a Hyatt Regency colleague is always close by and makes the all-important first connection, extending a warm welcome, and helping with whatever they need. A variety of check-in options allow our guests to take charge of their stay from the moment they arrive. Regardless of the method they choose, our Hyatt Regency guests are ensured a quick and simple check-in process, without hassle or long lines.

Social Spaces: Our Assistant Director and their team are responsible for our Front of House Social Spaces. The Hyatt Regency lobby is the hotel’s central social space: a place guests eat, drink, work and play in and treat as a personal extension of their guestroom. Our Front of House colleagues need to be nearby at all times to offer information and assistance.

Drinking & Dining: We connect to guests through regionally inspired food and drink, whenever and wherever. With a variety of options available to them 24 hours per day, guests can eat and drink whenever and wherever they’d like. In our lively bar, dynamic design and spirited bartenders create a buzz that energizes the entire lobby. In our Restaurant, guests and locals are surprised and delighted by our Chefs’ regionally inspired, on-trend food and drinks, featuring seasonal, weekly and daily menus highlighting fresh ingredients. The Assistant Director and team will be responsible for the delivery of the drinking and dining offering.

Activities & Services: We connect guests to their routine. Whatever guests need to be and feel their best, we have an activity or service to help them accomplish it. For guests who want to connect outside of the hotel, we are on hand to share recommendations and make reservations, travel arrangements and more.

Departure: We connect with guests through memorable goodbyes. This is a critical part of our guest journey, to us at Hyatt Regency Calgary it is as important as their arrival.

The Assistant Director will also be responsible for the delivery of our strategic priorities;

Cultivate the People and Evolve the Culture: Coordinates, supervises and directs all aspects of the main floor operations with the support of our guest experience managers within the Front Office, Guest Services and Food & Beverage Outlet (Thomsons’, Sandstone Lounge, In-Room Dining & Bakers). Recommends programs for the motivation and development of colleagues.

Operational Excellence: Ability to study, analyze and interpret complex activities and/or information in order to innovate, develop new practices or approaches. Works closely with the Leadership Committee members to ensure all financial, service and colleague relation goals are met

Build & Deliver Brand Led Experiences: Champions the brand’s service vision to develop to maintain consistent levels of excellent guest service. Drive brand preference among target customers

Grow with Intent: Reviews daily operating results and weekly forecasting and scheduling, taking immediate corrective action if required

Qualifications and Experience
* 5+ years of Management experience
* A passion for ensuring the customers’ needs are put at the center of the business
* Previous experience in an operations type role, with expertise in rooms.
* Strong attention to detail
* Strong customer service background
* Previous hospitality experience considered an asset
* Previous experience with Opera Hospitality Software considered an asset
* Education in Hospitality Management considered an asset

The Hyatt Regency Calgary would like to thank all applicants for their interest; however only those candidates selected for an interview will be contacted.

Additional Details
Applicants who do not already have legal permission to work in Canada will not be considered.
Director of Operations, Customer Service