Job Details

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 iscritical 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