WE CARE FOR PEOPLE SO THEY CAN BE THEIR BEST.
At Hyatt, we're more than just a hotel chain—we're a global family that shares a passion for hospitality. Our 1,400+ exquisite accommodations span across 79 countries, offering not just luxurious experiences but also a diverse, international work environment that inspires and nurtures. As part of our team, you'll craft unforgettable stays and become part of a dynamic culture that thrives on innovation and excellence.
Hyatt Services GmbH, based in Mainz, operates as a Shared Service Center in the areas of accounting, reservations, information technology, revenue management, and sales & marketing for its affiliated hotels.
For further information about the company, we invite you to visit our website: www.hyatt.com.
Become a part of the Hyatt family by joining us as **Global Property Support (GPS) Manager - Middle East & Africa **at Hyatt Services GmbH in Mainz.
What We Offer
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Global accommodation at Hyatt Hotels at employee rates
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Job ticket for public transport in Mainz and Wiesbaden
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Company savings plans
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Electronic time tracking—no loss of overtime!
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Personalized training and career programs
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Modern workplace in the heart of Mainz city center
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International team (colleagues from over 50 nations)
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Complimentary beverages (coffee specialties, tea, and water)
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Additional vacation day for special occasions
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Supplementary company health insurance
The Role
The GPS Manager, Middle East will lead GPS commercial initiatives and oversee reservation and customer service processes to drive revenue growth and operational excellence across the region. Acting as the primary liaison between hotel partners, regional leadership, and GCC teams, this role ensures strategic alignment and delivers a distinctive stakeholder experience. In addition, this role will support BPO teams in developing a strong understanding of GCC operations, continuously optimize processes based on ongoing feedback, and provide comprehensive reference materials to enable effective training and sustain long-term, high-quality service delivery.
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Lead GPS commercial initiatives in Middle East to drive revenue growth and strengthen operational excellence across reservation and customer service processes.
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Act as the primary liaison between hotel partners, Regional Customer Service & Operations leadership, and GCC leadership to ensure alignment of strategies and deliver a distinctive stakeholder experience.
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Conduct GCC performance review sessions with key stakeholders at hotels to strengthen business relationships, develop property awareness, provide analytical performance reviews and GCC value add solutions. More frequent interaction may be needed for key hotels or newly gated hotels.
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Provide Leadership for Special Event Management (Hurricanes, Snowstorms, and Wildfires etc.). Includes but not limited 24x7 coverage to sending out Global communication, relocation and hotel inventory support and working closely with the hotel contact for status updates.
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Collect, analyze and present key strategies to provide a distinctive guest experience. Work with GCC Operations leaders through process reviews, creating critical call studies, identifying trending and coaching. Collaborate with key colleagues including Distribution Services, Corporate Revenue, Learning & Development, Telephony and Operations to develop and execute.
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Support the BPO teams in understanding and becoming proficient in GCC operations, continuously optimize processes based on ongoing feedback, and provide sufficient reference materials to enable effective training and sustain long‑term, high‑quality service delivery.
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Continuously evaluate quality and Hotel performance trends with Statistical analysis and reports (CRS, Cognos, Opera and PAW). Including Misdirected calls.
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Solicit, plan and facilitate Hotel Awareness Trips and Incentives to positively impact business objectives.
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Establish and revise policies, promote compliance, and evaluate overall performance through data analysis and reporting.
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Demonstrate a commitment to Hyatt core values (included in all job descriptions).
Required Skills
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2-5 years in GCC operations environment
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5-10 years hospitality industry or related field experience preferred
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BSc / BA
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MSc / MA (recommended)
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Must be proficient in using Excel, PowerPoint and Word
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Central Reservation System knowledge (required)
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Excellent organizational and leadership skills
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Outstanding communication and people skills
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Knowledge of industry’s legal rules and guidelines
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Native‑level proficiency in Arabic and professional working proficiency in English are required.
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Organizational skills and able to multi task
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Ability to evaluate information, identify trends and set priorities
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Strong verbal and written communication skills
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Presentation/Training skills
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Working knowledge of data analysis and performance/operation metrics. Attention to details
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Partner with Operations leaders to create department SOP’s as needed
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Ability to work as a team member or independently
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Must have the ability to travel for hotel Fam trip or business transition (approximately 5% - 10%)
You don't Meet All Criteria?
Don't let that stop you! We don't expect you to have a "perfect" profile because what is "perfect," anyway? Even if you don't meet all criteria but are interested in the position, feel free to apply. Your personality and dedication matter most to us. If you bring that, we can teach you the rest.
We Live Inclusion
Our company culture is built on diversity, equal opportunities, and inclusion. We welcome applications from individuals with diverse backgrounds and abilities. All applicants, regardless of any disabilities, will be treated equally in the selection process. We strive to create a work environment that respects and promotes everyone's uniqueness.
Interested?
Then, we look forward to your application! By submitting your application and accompanying documents, you confirm that you have read the provisions regarding the use of the personal information you provided in accordance with the global privacy policy for employees. This policy is available at https://www.hyatt.com/de-DE/info/employees-privacy-policy-eu-ch.
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