AYS Communications Manager

Pay Range: $75,000-$78,000 + Bonus Eligible

Driving is required for this position; screening will be required.

This is an exempt position and will be paid on a salaried basis in accordance with state and federal law.

Job Profile Summary

The AYS Communications Manager role is responsible for integrating hotel-wide guest communication channels, improving service delivery, optimizing response times, and creating a data-driven approach to operational performance and service recovery.  This position provides centralized leadership over all guest communication channels, ensuring seamless service delivery, operational efficiency, and continuous improvement across departments.

The scope of responsibility for this position includes

• PBX Team
• Rooms Control Team
• Dispatch Team
• Service Coordinators
• Single Messaging Team

 Candidate Profile

 Education and Experience 

• High school diploma or GED; 1 year experience in the guest services, front desk, or related professional area. 

OR 

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; no work experience required. 

 Core Work Activities

Leadership & Organization

• Organize and align all communication disciplines under one structure
• Lead daily operational briefings and communication updates
• Ensure consistent service standards across all teams
• Establish accountability and performance expectations

Process Development & Optimization

• Develop and standardize SOPs for communication workflows
• Streamline intake, routing, and resolution processes
• Identify operational inefficiencies and implement improvements
• Ensure consistency across PBX, Zingle, Dispatch, and Rooms Control

Data, Analytics & Reporting

• Implement systems to track:
  • Call volume and response times
  • Zingle response and engagement
  • Service request completion times
  • Escalations and service recovery cases
• Analyze trends and identify:
  • Recurring operational issues
  • Service gaps across departments
  • Opportunities for improvement

Executive Collaboration & Alignment

The AYS Communications Manager will work in close partnership with:

• Director of Operations (DOO)
• Guest Relations Managers
• GCPM (Guest Communications Platform Manager)

Responsibilities:

• Co-develop reporting frameworks and analytics tools
• Align communication insights with guest experience goals
• Integrate VIP and loyalty guest feedback into operations
• Ensure consistency of reporting across all platforms

Reporting & Insight Delivery

• Produce structured reporting:
  • Daily summaries
  • Weekly performance reports
  • Monthly executive dashboards
• Provide the DOO with:
  • Trend analysis
  • Root-cause identification
  • Performance gaps
  • Actionable operational recommendations

Operational Engagement

• Support DOO in engaging department heads (Engineering, Housekeeping, Front Office, F&B)
• Participate in:
  • Daily stand-ups
  • Weekly operations meetings
  • Monthly performance reviews
• Provide insights to:
  • Improve departmental response times
  • Address recurring issues
  • Enhance guest satisfaction

Service Recovery Oversight

• Manage escalation processes across all communication channels
• Ensure timely guest follow-up and resolution
• Implement structured service recovery protocols
• Maintain accountability for issue resolution

Continuous Improvement & Accountability

• Establish a closed-loop system:
  • Issue identified
  • Action assigned
  • Resolution tracked
  • Outcome measured
• Track progress with departmental leaders
• Ensure sustained performance improvements

Managing and Conducting Human Resource Activities 

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. 
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. 
• Assists as needed in the interviewing, onboarding and hiring of employee team members with the appropriate skills. 

 Additional Responsibilities 

• Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. 
• Analyzes information and evaluates results to choose the best solution and solve problems.
• Informs and/or updates executives, peers and direct reports on relevant information in a timely manner. 
• Maintains a bold working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property. 
• Communicates any variations to the established norms to the appropriate department in a timely manner. 
• Participates as needed in the investigation of employee and guest accidents. . 

Hyatt Vacation Ownership is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.