Omar Y. Gutierrez
Chicago,IL
Summary
Dynamic and results-driven Human Resources professional with extensive expertise in human resources, talent acquisition, billing, reservations/revenue management, and operations within the hospitality industry. Proven ability to analyze trends and manage people-focused processes while designing innovative strategies that enhance fairness, efficiency, and overall business performance. Known for merging analytical insights with a practical understanding of operations to effectively support employees and organizational objectives. Recognized for a collaborative mindset, meticulous attention to detail, and an unwavering commitment to excellence in every facet of the employee experience.
Overview
16
16
years of professional experience
Work History
Human Resources Manager
Park Hyatt Chicago
01.2024 - Current
- Championed Human Resources strategies that propelled Park Hyatt Chicago to #1 Hotel in Chicago by Travel + Leisure World's Best Awards 2025 (up from #5).
- Recruited Chef Concierge Casey Frankel (IHLA Guest Service Star of the Year 2025) from a competitor. Promoted Assistant Front Office Manager Nikki Espana (First Level Supervisor Star 2025) from supervisor.
- Supported General Manager as IHLA awards finalist (2025) alongside Assistant Director and Area Director through targeted talent development and leadership initiatives that elevated property-wide recognition.
- Delivered salary recommendations to Area Director of Human Resources and General Manager using corporate compensation data. Extended offers with exceptional acceptance rates to attract elite talent during the hotel's top ranking ascent.
- Managed payroll and benefits for union and non-union employees at this flagship union property. Leveraged processes to eliminate discrepancies, ensure compliance, boost new hire productivity and elevate retention.
- Conducted internal HR audits per corporate guidance including I-9 verification and data cleanup. Delivered labor and health-safety compliance training. Handled employee relations, led engagement programs with wellness events, recognition, surveys and incentives to cultivate exceptional culture.
- Collaborated with leadership on talent acquisition, staffing optimization, training, leadership development, policy alignment, and conflict resolution . Powered business expansion, workforce agility and operational excellence.
Area Talent Acquisition Manager
Park Hyatt Chicago & Hyatt Regency McCormick Place
02.2023 - 12.2023
- Reported to Area Director of Human Resources, leading full-cycle talent acquisition across convention and luxury Hyatt properties; optimized Taleo, streamlined high-volume recruitment, and aligned strategies with business objectives to secure elite hospitality talent.
- Delivered strategic compensation recommendations to Area Director of Human Resources and General Managers, developing data-driven job descriptions with performance metrics to ensure pay equity, competitive offers, and top-tier hire quality.
- Partnered with hiring managers to assess needs, execute job fairs/campus recruiting, manage interviews/negotiations/feedback, and evaluate vendors for efficient, diverse talent pipelines.
- Accelerated sourcing to onboarding timeline for high-priority roles, forging strong relationships that enhanced placement speed, candidate experience, and retention across departments.
Reservations Manager
Hyatt Regency McCormick Place
09.2019 - 01.2023
- Directed operations managing inventory in Opera, Reserve, and HyRes; audited bookings, enforced cut-offs/upsells, and maximized revenue via strict cancellation policies and segment pricing.
- Transformed team with hybrid remote schedules, new SOPs, and role realignments—enhancing response times, forecasting, and cross-departmental collaboration.
- Beta-tested reservations support with HyRes, advancing system tools for complex group needs.
- Retained as one of five leaders during COVID reductions; cross-trained as Interim Revenue Manager, Front Office, and Housekeeping head, aiding external partners and recovery.
Assistant Reservations Manager
Hyatt Regency McCormick Place
06.2018 - 09.2019
- Oversaw group inventory in Opera, Reserve, Passkey, and HyRes as beta tester, collaborating with corporate RMS to refine tools for optimal hotel/planner performance.
- Restructured Reservations/PBX teams by creating a new coordinator role, eliminating two redundant positions, and optimizing schedules—cutting payroll costs while boosting productivity.
- Trained/mentored two new coordinators, rolling out Zingle and Sertifi for secure guest communication and fraud prevention, elevating team capabilities.
- Communicated availability/rates with Sales/Event teams per Revenue Director, streamlining operations and earning promotion to Reservations Manager.
Group Reservations Coordinator
Hyatt Regency McCormick Place
08.2017 - 06.2018
- Named Colleague of the First Quarter (2018) for introducing brand-new strategies and efficiencies as a new team member, coordinating high-volume group/convention room blocks to optimize occupancy and revenue during peak McCormick Place demand.
- Managed end-to-end group reservations (rooming lists, cut-offs, changes), partnering with Sales/Revenue teams to forecast pickup, protect inventory, and drive repeat business.
- Acted as primary liaison for planners/corporate clients, resolving issues swiftly to enhance booking experience and support market growth.
- Maintained precise records of bookings, cancellations, and pace, delivering accurate reporting that fueled promotion to Assistant Reservations Manager.
Reservations Coordinator
Hyatt Lodge at McDonald's Campus
10.2013 - 08.2017
- Entered and maintained contracted group bookings in Opera, Reserve, and Passkey, accurately protecting and controlling room inventory for all room blocks and training groups.
- Monitored group blocks, booking pace, and cut-off dates across systems, posting daily no-show, cancellation, and comp revenue to ensure precise rooms revenue capture.
- Partnered closely with two-person revenue team (Director of Revenue Management) on strategic rate, availability, and inventory decisions while serving as primary liaison for McDonald’s Corporation ownership, managing key student/executive housing accounts and building long-term relationships.
- Collaborated with Sales, Event Sales, and Event Planning to align availability, rates, rooming lists, and addendums with revenue strategy, maintaining complete, audit-ready documentation for all group activity.
Billing Coordinator
Hyatt Lodge at McDonald's Campus
02.2011 - 10.2013
- Selected as the first on-property Billing Coordinator in a newly created role by Hyatt to pioneer Event & Sales billing processes for groups, events, and conventions.
- Led EAS, EMS, and Group Bill software implementation, slashing processing time and earning Employee of the Year for enhanced efficiency.
- Audited discrepancies/post-event adjustments via EAS, ensuring SOP-compliant closeouts, accurate invoicing, and timely client delivery.
- Partnered with finance/third-party AV teams on daily reconciliations of checks/AV charges, eliminating errors and streamlining workflows.
Server Assistant
Hyatt Lodge at McDonald's Campus
12.2009 - 02.2011
- Hired to support one of three outlets, and was quickly promoted to support all three high-volume outlets due to exceptional performance (a lakeside café/patio, bar/lounge, and Italian fine dining restaurant).
- Adapted quickly to changing circumstances, such as accommodating last-minute reservations or handling unexpected guest requests, demonstrating flexibility and professionalism under pressure.
- Assisted server/bartender team in delivering exceptional dining experiences through timely food and beverage support.
- Supported training of new team members on service standards and best practices for guest engagement.
Education
Bachelor of Science - Business
University of Illinois At Chicago
Chicago, ILSkills
- ADP Enterprise (EIS), WFM Dimensions, Taleo, Equifax I-9 Management, Risk Portal, GlobePointe, Opera, Reserve, Passkey, Colleague Advantage, Envision, Envision Sales, EAS, Group Bill, EMS, Outlook, Microsoft Word, Microsoft Excel, PowerPoint, Publisher
- Talent Hub, My Learning, HySat/Medallia, PRIO, RMT, HotSoS
Accomplishments
- Guest Service Award 2010 | Hyatt Lodge at McDonald's Campus
- Employee of the Year 2012 | Hyatt Lodge at McDonald's Campus
- IHLA Administrative Employee of the Year Finalist 2013 | Hyatt Lodge at McDonald's Campus
- Employee of the 1st Quarter 2018 | Hyatt Regency McCormick Place
- Leader of the 1st Quarter 2024 | Park Hyatt Chicago
- Care Champion Leader 2024 | Park Hyatt Chicago
Languages
English
Spanish
Timeline
Human Resources Manager
Park Hyatt Chicago
01.2024 - Current
Area Talent Acquisition Manager
Park Hyatt Chicago & Hyatt Regency McCormick Place
02.2023 - 12.2023
Reservations Manager
Hyatt Regency McCormick Place
09.2019 - 01.2023
Assistant Reservations Manager
Hyatt Regency McCormick Place
06.2018 - 09.2019
Group Reservations Coordinator
Hyatt Regency McCormick Place
08.2017 - 06.2018
Reservations Coordinator
Hyatt Lodge at McDonald's Campus
10.2013 - 08.2017
Billing Coordinator
Hyatt Lodge at McDonald's Campus
02.2011 - 10.2013
Server Assistant
Hyatt Lodge at McDonald's Campus
12.2009 - 02.2011
Bachelor of Science - Business
University of Illinois At Chicago