Hilton Hawaiian Village Waikiki Beach Resort
Director of Call Center Services - Hilton Hawaiian Village
Hilton Hawaiian Village Waikiki Beach Resort, Honolulu, Hawaii, United States, 96814
Director of Call Center Services - Hilton Hawaiian Village
Hilton Hawaiian Village Waikiki Beach Resort 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 Hilton’s Value Drivers and Brand Standards. The Director 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.
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
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
Salary range: $85,000 - $95,000 annually.
What are we looking for? Since being founded in 1919, Hilton has been a leader in the hospitality industry. We look for demonstration of the following Values:
Hospitality - We are passionate about delivering exceptional guest experiences.
Integrity - We do the right thing, all the time.
Leadership - We are leaders in our industry and communities.
Teamwork - We are team players in everything we do.
Ownership - We are the owners of our actions and decisions.
Now - We operate with a sense of urgency and discipline
Additionally, the following attributes are valued:
Quality
Productivity
Dependability
Customer Focus
Adaptability
The Benefits Hilton offers 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 with company match
Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
Debt-free education through Guild Education partnership
Career growth and development
Recognition and rewards programs
Experience
Minimum of one year of managerial experience required
Telecommunications technology experience 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
Specific Job Knowledge, Skills, And Abilities
Strong analytical ability to assess trends and make data-driven decisions
Exceptional interpersonal skills for engaging with employees and guests
Proficiency in English communication
Ability to prioritize and organize workload in a fast-paced environment
Sound judgment and ability to manage team performance
Working knowledge of hotel PBX systems, call accounting systems, PMS, interfaces, and networking
Experience managing a large team with coaching, training, and discipline capabilities
Ability to provide clear direction and instruction
Strong oral and written communication skills
Proficiency with PC computing and Microsoft Office
Work Locations Hilton Hawaiian Village
Schedule Full-time
Brand Hilton Hotels & Resorts
Job Guest Services, Operations, and Front Office
Seniority level Director
Employment type Full-time
Job function Management Manufacturing
Industries Hospitality
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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
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
Salary range: $85,000 - $95,000 annually.
What are we looking for? Since being founded in 1919, Hilton has been a leader in the hospitality industry. We look for demonstration of the following Values:
Hospitality - We are passionate about delivering exceptional guest experiences.
Integrity - We do the right thing, all the time.
Leadership - We are leaders in our industry and communities.
Teamwork - We are team players in everything we do.
Ownership - We are the owners of our actions and decisions.
Now - We operate with a sense of urgency and discipline
Additionally, the following attributes are valued:
Quality
Productivity
Dependability
Customer Focus
Adaptability
The Benefits Hilton offers 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 with company match
Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
Debt-free education through Guild Education partnership
Career growth and development
Recognition and rewards programs
Experience
Minimum of one year of managerial experience required
Telecommunications technology experience 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
Specific Job Knowledge, Skills, And Abilities
Strong analytical ability to assess trends and make data-driven decisions
Exceptional interpersonal skills for engaging with employees and guests
Proficiency in English communication
Ability to prioritize and organize workload in a fast-paced environment
Sound judgment and ability to manage team performance
Working knowledge of hotel PBX systems, call accounting systems, PMS, interfaces, and networking
Experience managing a large team with coaching, training, and discipline capabilities
Ability to provide clear direction and instruction
Strong oral and written communication skills
Proficiency with PC computing and Microsoft Office
Work Locations Hilton Hawaiian Village
Schedule Full-time
Brand Hilton Hotels & Resorts
Job Guest Services, Operations, and Front Office
Seniority level Director
Employment type Full-time
Job function Management Manufacturing
Industries Hospitality
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