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.
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
This job listing was provided by Hospitality Job Vacancies. To apply, please use the link in the job description.
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