Director of Call Center Services - Hawaiian Village

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

• 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 $85,000 - $95,000 annually.

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What are we looking for?

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 - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwo…