Director of Call Center Services - Hilton Hawaiian Village

Hilton•Honolulu, HI

9d•$85,000 - $95,000

About The Position

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 Hilton’s 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.

Requirements

Minimum of one year of managerial experience required
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
CPR certification required

Nice To Haves

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
First aid training preferred
IT/Telecommunications certifications preferred (e.g., Microsoft, Nortel, or equivalent)

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
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.

Benefits

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