Shanghai, 31, CN
1 day ago
Distribution Services Manager, Hotel and Field Support

This leadership role within the Distribution Services department is responsible for optimizing daily operations, driving continuous improvements, and ensuring high standards of efficiency, productivity, and service quality. The position involves managing the Support team, overseeing recruitment, training, and performance development, while also serving as a key liaison with other departments like Commercial Services and Hyatt hotels. Additionally, the role plays a central part in the planning and execution of strategic initiatives that impact revenue, including new hotel builds, CRS enhancements, and rate implementations.

1. Operational Excellence: Lead efforts to continuously improve departmental processes by identifying inefficiencies, recommending process improvements, and introducing automation where feasible to drive cost savings and productivity improvements.
2. Team Management: Oversee the hiring, onboarding, training, performance evaluations, and coaching of all hourly support staff. Ensure that all employees are motivated, well-trained, and aligned with departmental and organizational objectives. Handle performance management, including providing constructive feedback, discipline, and development opportunities.
3. Cross-Departmental Collaboration: Act as the primary liaison between the Distribution Services department and other key Hyatt departments (e.g., Corporate Commercial Service, Sales, Marketing, Revenue Management, and Hotel Operations) to ensure smooth coordination of initiatives, problem resolution, and execution of projects that have revenue impacts.
4. Project Management: Lead or contribute to the execution of key corporate projects and initiatives that impact hotel distribution, including but not limited to new hotel openings, integration of Salesforce technology, enhancements to the CRS platform, and the rollout of new rate structures.
5. Quality Control Reporting: Ensure that all work produced by the team meets Hyatt’s standards for quality, accuracy, and timeliness. Provide regular reports and performance metrics to senior management on team performance, departmental KPIs, and project progress.
6. Coordinates New Hotel Build Activities: Takes the lead in managing the end-to-end process for new hotel builds within the Distribution Services department. This includes conducting the initial review of build documents to ensure alignment with operational requirements, serving as the primary approver for Distribution Services workflow, and setting and scheduling new hotel activation dates. The role is responsible for updating the first available sell dates, ensuring all deadlines are met, and overseeing key build activities related to distribution. Additionally, the individual represents Distribution Services in recurring new hotel calls, providing updates, resolving issues, and ensuring that all milestones are achieved leading up to the hotel’s opening.
7. Acts as an Escalation Point for Key Stakeholders: Serves as the primary escalation point for hotels, franchisees, Hyatt Revenue Management, Hyatt Salesforce, Reservation Services Management, Field Operations, and GPGS colleagues regarding Distribution Services-related issues, roles, and responsibilities. This includes resolving complex challenges, providing expert guidance, and ensuring swift, effective communication to address and resolve concerns. The role ensures alignment across departments, facilitates collaborative problem-solving, and supports the timely resolution of issues impacting the distribution process, revenue generation, and operational efficiency.
8. Developing and Assigning Hotels to specialist: Strategically develops and assigns hotel to employees to align with departmental objectives and drive improvements in operational efficiency and customer satisfaction. This process includes analyzing workload distribution, matching employee skills and expertise with regional needs, and ensuring that each team member has the resources and support to deliver optimal service. By thoughtfully assigning regions, the role aims to enhance responsiveness, foster stronger relationships with hotels, and contribute to the achievement of department and organizational goals. hotel/revenue/Distribution Services relationship management. Responsible for communicating/updating the Asst Director of Distribution Services on staffing concerns or needs.
9. Strategic Planning Execution: Partner with leadership teams to define the strategic objectives for the department and assist in the development and execution of plans that support Hyatt's long-term revenue growth and operational goals.
10. Problem Solving Innovation: Serve as a problem-solving resource for both internal stakeholders and external partners, utilizing creative and data-driven approaches to address challenges and optimize departmental functions.
11. Demonstrate a commitment to Hyatt core values.

This leadership role within the Distribution Services department is responsible for optimizing daily operations, driving continuous improvements, and ensuring high standards of efficiency, productivity, and service quality. The position involves managing the Support team, overseeing recruitment, training, and performance development, while also serving as a key liaison with other departments like Commercial Services and Hyatt hotels. Additionally, the role plays a central part in the planning and execution of strategic initiatives that impact revenue, including new hotel builds, CRS enhancements, and rate implementations.

1. Operational Excellence: Lead efforts to continuously improve departmental processes by identifying inefficiencies, recommending process improvements, and introducing automation where feasible to drive cost savings and productivity improvements.
2. Team Management: Oversee the hiring, onboarding, training, performance evaluations, and coaching of all hourly support staff. Ensure that all employees are motivated, well-trained, and aligned with departmental and organizational objectives. Handle performance management, including providing constructive feedback, discipline, and development opportunities.
3. Cross-Departmental Collaboration: Act as the primary liaison between the Distribution Services department and other key Hyatt departments (e.g., Corporate Commercial Service, Sales, Marketing, Revenue Management, and Hotel Operations) to ensure smooth coordination of initiatives, problem resolution, and execution of projects that have revenue impacts.
4. Project Management: Lead or contribute to the execution of key corporate projects and initiatives that impact hotel distribution, including but not limited to new hotel openings, integration of Salesforce technology, enhancements to the CRS platform, and the rollout of new rate structures.
5. Quality Control Reporting: Ensure that all work produced by the team meets Hyatt’s standards for quality, accuracy, and timeliness. Provide regular reports and performance metrics to senior management on team performance, departmental KPIs, and project progress.
6. Coordinates New Hotel Build Activities: Takes the lead in managing the end-to-end process for new hotel builds within the Distribution Services department. This includes conducting the initial review of build documents to ensure alignment with operational requirements, serving as the primary approver for Distribution Services workflow, and setting and scheduling new hotel activation dates. The role is responsible for updating the first available sell dates, ensuring all deadlines are met, and overseeing key build activities related to distribution. Additionally, the individual represents Distribution Services in recurring new hotel calls, providing updates, resolving issues, and ensuring that all milestones are achieved leading up to the hotel’s opening.
7. Acts as an Escalation Point for Key Stakeholders: Serves as the primary escalation point for hotels, franchisees, Hyatt Revenue Management, Hyatt Salesforce, Reservation Services Management, Field Operations, and GPGS colleagues regarding Distribution Services-related issues, roles, and responsibilities. This includes resolving complex challenges, providing expert guidance, and ensuring swift, effective communication to address and resolve concerns. The role ensures alignment across departments, facilitates collaborative problem-solving, and supports the timely resolution of issues impacting the distribution process, revenue generation, and operational efficiency.
8. Developing and Assigning Hotels to specialist: Strategically develops and assigns hotel to employees to align with departmental objectives and drive improvements in operational efficiency and customer satisfaction. This process includes analyzing workload distribution, matching employee skills and expertise with regional needs, and ensuring that each team member has the resources and support to deliver optimal service. By thoughtfully assigning regions, the role aims to enhance responsiveness, foster stronger relationships with hotels, and contribute to the achievement of department and organizational goals. hotel/revenue/Distribution Services relationship management. Responsible for communicating/updating the Asst Director of Distribution Services on staffing concerns or needs.
9. Strategic Planning Execution: Partner with leadership teams to define the strategic objectives for the department and assist in the development and execution of plans that support Hyatt's long-term revenue growth and operational goals.
10. Problem Solving Innovation: Serve as a problem-solving resource for both internal stakeholders and external partners, utilizing creative and data-driven approaches to address challenges and optimize departmental functions.
11. Demonstrate a commitment to Hyatt core values.

1. Bachelor’s Degree in Business Administration, Hospitality Management, Operations, or a related field; a relevant advanced degree is a plus.
2. Able to efficiently use Microsoft Office applications (Excel, Word, PowerPoint)
3. Minimum 12 months’ experience with Spirit and Reserve maintenance
4. Exposure to Access is preferred
5. Exceptional Communication Skills: Demonstrates outstanding written, oral, and nonverbal communication abilities, essential for effectively conveying information, facilitating discussions, and maintaining clear, concise, and professional interactions with team members, stakeholders, and clients.
6. Advanced Analytical and Problem-Solving Skills: Possesses strong analytical capabilities and adept problem-solving skills, enabling the identification of critical issues, development of innovative solutions, and implementation of effective strategies to address complex challenges.
7. Superior Time Management and Prioritization: Exhibits excellent time management skills and the ability to prioritize multiple deadlines and projects efficiently. This includes managing competing priorities, ensuring timely completion of tasks, and maintaining high levels of productivity and organization.
8. Flexibility in Scheduling and Shifts: Demonstrates the flexibility to adjust schedules and shifts as needed to accommodate the hours and locations of trainees. This includes the ability to adapt to changing circumstances and maintain availability to meet the needs of the team and the training programs.
9. Team Collaboration and Interpersonal Skills: Identifies well with others and excels in working efficiently within a team environment. This includes building strong, collaborative relationships, fostering a positive and inclusive team culture, and contributing to team goals and objectives.

1. Bachelor’s Degree in Business Administration, Hospitality Management, Operations, or a related field; a relevant advanced degree is a plus.
2. Able to efficiently use Microsoft Office applications (Excel, Word, PowerPoint)
3. Minimum 12 months’ experience with Spirit and Reserve maintenance
4. Exposure to Access is preferred
5. Exceptional Communication Skills: Demonstrates outstanding written, oral, and nonverbal communication abilities, essential for effectively conveying information, facilitating discussions, and maintaining clear, concise, and professional interactions with team members, stakeholders, and clients.
6. Advanced Analytical and Problem-Solving Skills: Possesses strong analytical capabilities and adept problem-solving skills, enabling the identification of critical issues, development of innovative solutions, and implementation of effective strategies to address complex challenges.
7. Superior Time Management and Prioritization: Exhibits excellent time management skills and the ability to prioritize multiple deadlines and projects efficiently. This includes managing competing priorities, ensuring timely completion of tasks, and maintaining high levels of productivity and organization.
8. Flexibility in Scheduling and Shifts: Demonstrates the flexibility to adjust schedules and shifts as needed to accommodate the hours and locations of trainees. This includes the ability to adapt to changing circumstances and maintain availability to meet the needs of the team and the training programs.
9. Team Collaboration and Interpersonal Skills: Identifies well with others and excels in working efficiently within a team environment. This includes building strong, collaborative relationships, fostering a positive and inclusive team culture, and contributing to team goals and objectives.

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