AYS Communications Manager

Close Inclusive Collection Job Postings Notification

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

Rooms Control Team

Dispatch Team

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

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

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

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.

This position is at a location where Hyatt is not the employer. The employer of individuals working at this hotel may be a third-party management company that is responsible for all employment benefits and obligations at this location.

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