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