Director of Call Center Services Hilton Hawaiian Village
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Job Location:
Honolulu, HI - USA
Yearly Salary:
$ 85000 - 95000
Posted on:
4 hours ago
Vacancies:
1 Vacancy
Job Summary
Since being founded in 1919 Hilton has been a leader in the hospitality industry. Today Hilton remains a beacon of innovation quality and success. This continued leadership is the result of our Team Members staying true to our Vision Mission and Values. Specifically we look for demonstration of these Values:
- Hospitality - Were passionate about delivering exceptional guest experiences.
- Integrity - We do the right thing all the time.
- Leadership - Were leaders in our industry and in our communities.
- Teamwork - Were team players in everything we do.
- Ownership - Were the owners of our actions and decisions.
- Now - We operate with a sense of urgency and discipline
In addition we look for the demonstration of the following key attributes:
- Quality
- Productivity
- Dependability
- Customer Focus
- Adaptability
The Benefits Hilton is proud to have an award-winning workplace culture ranking #2 Best Company To Work For in the U.S. We support the mental and physical wellbeing of all Team Members so they can Thrivepersonally and professionallyin a diverse and inclusive environment thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:
- Medical Insurance Coverage for you and your family
- Mental health resources including Employee Assistance Program
- Best-in-Class Paid Time Off (PTO)
- Go Hilton travel program: 100 nights of discounted travel
- Parental leave to support new parents
- 401K plan and company match to help save for your retirement
- Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
- Debt-free education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education including: college degrees and professional certifications*
- Career growth and development
- Recognition and rewards programs
Experience
Minimum of one year of managerial experience required
Telecommunications technology experience (e.g. Nortel switches high-speed internet) and project management experience preferred
Prior hospitality and/or communications experience in a large full-service hotel preferred
Experience managing a union workforce preferred
Licenses or Certificates
CPR certification required
First aid training preferred
IT/Telecommunications certifications preferred (e.g. Microsoft Nortel or equivalent)
Specific Job Knowledge Skills and Abilities
The ideal candidate must demonstrate the knowledge skills and abilities necessary to perform the essential functions of the role with or without reasonable accommodation:
Strong analytical ability to assess trends and make informed data-driven decisions
Exceptional interpersonal skills to effectively engage with employees and guests demonstrating patience tact and diplomacy to resolve conflicts and collect accurate information
Proficiency in reading writing speaking and comprehending English to communicate clearly with team members understand reports and perform all essential job functions accurately
Ability to prioritize and organize workload to meet deadlines in a fast-paced high-volume environment
Sound judgment and the ability to manage and control team performance effectively
Working knowledge of hotel PBX systems call accounting systems property management systems interfaces and networking
Proven experience managing a large team including planning organizing directing coaching training and when necessary disciplining employees
Ability to provide clear direction guidance and instruction to subordinates
Strong oral and written communication skills
Capacity to continuously perform essential job functions including extended periods at a computer terminal with proficiency in PC computing and Microsoft Office (2003 or later) preferred
EOE/AA/Disabled/Veterans
Hilton Hawaiian Village the largest and most iconic beachfront resort in Hawaiʻi is seeking an experienced Director of Call Center Services to lead the Reservations and Telecommunications operations in a complex high-volume resort environment. This role is critical to delivering seamless guest experiences while driving operational excellence revenue performance and alignment with Hiltons Value Drivers and Brand Standards.
The Role
The Director of Call Center Services manages the efficient daily operations of the Reservations and Telecommunications (PBX) departments ensuring accurate courteous and responsive service with a clear focus on 100% guest satisfaction. This leader serves as a key liaison between the resort HHV the Hawaii Desk and the Hilton Reservations & Customer Care (HRCC) teams.
Key Responsibilities
Provide strategic and hands-on leadership for Reservations and Telecommunications in a large-scale resort environment
Oversee all reservation systems including OnQ R&I Horizon OnQ PMS and Delphi ensuring seamless booking processes and accurate reporting
Act as the primary liaison with HRCC offices and the Hawaii Desk maintaining two-way communication on all aspects of the reservations process and guest service excellence
Assist with new system implementations including administration of access codes and staff training
Set controls in OnQ R&I Horizon or other applicable systems in partnership with Revenue Management to achieve penetration and RevPAR goals
Ensure all hotel departments are informed and appropriately trained regarding telephone services
Partner with IT and vendors for internet services and support holding them accountable to meet resort standards
Delegate and monitor progress on all departmental tasks including call reporting analysis and workflow optimization
Drive revenue maximization through call conversion upselling strategies and operational efficiency
Oversee labor management forecasting productivity and cost controls to support business demands
Foster strong cross-functional partnerships and maintain positive collaborative working relationships across the resort
Supportive Functions
In addition to performing the essential functions the Director of Call Center Services may be required to perform a combination of the following supportive duties. The allocation of time for each function will be determined by the supervisor based on business needs:
Maintain an open-door policy and foster a positive healthy work environment
Oversee employee relations and ensure effective team communication
Monitor and review daily payroll for accuracy and compliance
Maintain and communicate rate programs and plan information to all reservations and sales agents
Support Sales Event Services and other departments with reservations-related questions and operational challenges
Develop and update administrative telephone extension directories on a regular basis
Participate in management meetings and Hilton training programs as required
Create and implement printed guest materials related to telephone services including rate information telephone faceplates and dialing instructions
Generate and analyze reports such as GRIP Call Conversion Call Abandonment and Average Time on Hold to inform operational improvements
Perform other duties as assigned by Executive Management.
Positions reporting directly to this role include:
Reservations Supervisor(s)
Senior Reservations Agents
Reservation Sales Agents
Telecommunications/Reservations Supervisors
Telecommunications/Reservations Agents
The salary range for this position is $85000 - $95000 annually.
#LI-JG1
Required Experience:
Director
Key Skills
- Crisis Management
- Marketing
- Public Relations
- Fundraising
- Media Relations
- Constant Contact
- Strategic Planning
- Social Media Management
- Team Management
- Public Speaking
- Wordpress
- Writing Skills
About Company
Stay at Avatar Hotel Santa Clara, Tapestry Collection by Hilton and uncover the unexpected at our one-of-a-kind hotel. As part of Hilton's Tapestry Collection, we are perfect for guests seeking an uncommon experience and peace of mind.
