Manager of National Contact Center

Drury Hotels • Cape Girardeau, MO

3d

About The Position

The Manager, National Contact Center is responsible for leading the daily operations of Drury’s National Contact Center, which supports guests, hotels, and internal teams across the company. This role oversees team member performance, service, quality, and profitability for a high-volume, multichannel operation that supports reservations, guest assistance, loyalty programs, and hotel needs year round. This leader ensures the NCC delivers a consistent, high quality guest experience while meeting profitability goals.

Requirements

• Hotel and/or Contact Center leadership experience preferred.
• A minimum of three to five years of supervisory experience with demonstrated leadership success is required.

Nice To Haves

• Bachelor’s degree in hospitality, business, or a related field preferred.

Responsibilities

• Leads, develops, and motivates department leaders and team members to embrace the Drury vision, mission, and values by overseeing all operations, team engagement, guest experience, and budget adherence for the department.
• Oversees daily operations of the National Contact Center, including Reservation Sales Agents, Coordinators, and Drury Rewards Helpdesk.
• Daily management of the department includes recruiting, adherence to performance expectations, team engagement, labor management, and delivery of +1 Service to guests and internal teams.
• Manages departmental revenue and expense budgeting process annually.
• Achieves labor and expense goals through forecasting and monitoring of department activities.
• Responsible for maximizing company revenue through creating and maintaining the team's adherence to department processes and policies.
• Ensure the Contact Center delivers a consistent, positive guest experience across phone, email, and digital channels.
• Monitor service metrics, quality scores, and guest feedback, using insights to drive continuous improvement.
• Responsible for the supervision and development of Assistant Managers.
• Interacts daily with the frontline team to ensure team engagement and satisfaction.
• Leads escalated team member and guest issues to resolution.
• Requires the ability to assist the team during all hours of operation, including holidays, weekends, and evenings.
• Requires the ability to cover MOD shifts as assigned.

Benefits

• Work-life-balance – Flexible scheduling, paid time off, hotel discounts and free room nights
• Career growth - Mentorship, cross-training, development plans, management training, and more-over 200 internal promotions this year
• Health and well-being - Medical, dental, vision, prescription, life, disability and Team Member Assistance Program
• Retirement - Company-matched 401(k)
• Award-winning - Ranked among Newsweek's America's Greatest Workplaces 2025
• Incentives - Quarterly bonuses (we succeed together!) based on hotel results

What This Job Offers

• Job Type: Full-time
• Career Level: Manager