School of Hotel, Restaurant and Tourism Management Alumni Spotlight
Chris OrtizManager Property Solutions Service
Hyatt Hotels Corporation
Current Job & Responsibilities:
I lead a global team that is responsible for optimizing existing technologies through a hotel operation and customer lens for over 900 hotels. We work with hotel leadership, IT system vendors, and Hyatt senior leadership to identify core systems to deploy along with identifying best practices and solutions to align with the guest experience, ie. Point of Sales system (POS), Property Management System (PMS), Guest Service, and Reservation Systems.
What I Learned From the HRTM Program:
For me, the most valuable thing I gained from the HRTM program was, the constant hands-on experience from the classroom translating to a firm understanding of how hotel and restaurant operations work. I still remember the excitement of hosting student dinners and helping organize HRTM job fairs. Both not only provided me with great networking opportunities with the local businesses but also helped me secure a career after graduating. Here I am 15 years post-graduation working with the same company, and loving every second of it.
What I Most Enjoy About My Career:
The constant evolution of hospitality and how customer needs and wants are constantly changing. Our industry has changed so much over the last several years and I get to not only help make it a success for customers but also get to see it from start to finish.
In 2012 my team was awarded the first-ever Hyatt CEO's Innovation Award. While I was working at the Hyatt Regency O'Hare I helped the company launch Mobile Check-In allowing us the ability to check-in guests on the shuttle ride from O'Hare International Airport to our property 3 miles away. This not only increased our customer service scores but also helped foster strength and comradery with our colleagues and made the property a very desirable location to work for many.
I have held several leadership roles with Hyatt's Hotels Corporation focusing on Rooms Operations. I have worked at four Hyatt properties in the US and have opened 15 hotels in five countries focusing on our CRS and PMS software. With an operations background, I was able to transition to the corporate office where I focus my time supporting hotels with Hyatt's technology along with ensuring Hyatt's Service Desk is running efficiently.