Proper Hospitality is seeking an experienced and dynamic Corporate Director of Call Center to lead and oversee the operations of our centralized call center, initially supporting two luxury hotels. A successful candidate will have the opportunity to develop and expand the call center operations to encompass additional properties within our luxury hotel collection. This role demands a strategic thinker with exceptional leadership skills, a commitment to excellence in customer service, and a deep understanding of the luxury hospitality market.
Key Responsibilities
Leadership and Management
- Lead and manage the call center team, ensuring high levels of performance, motivation, and professional development
- Develop and implement strategies to optimize call center operations, focusing on efficiency, customer satisfaction, and revenue generation
- Foster a collaborative and high-performance culture within the team
Operational Oversight
- Oversee day-to-day operations of the call center, ensuring smooth functioning and adherence to service standards
- Monitor and analyze call center metrics to identify areas for improvement and implement corrective actions as needed
- Develop and maintain standard operating procedures for the call center
Customer Service Excellence
- Ensure the highest level of customer service is delivered consistently across all interactions
- Handle escalated customer inquiries and resolve issues promptly and effectively
- Implement customer feedback mechanisms to continuously improve service quality
Revenue Management
- Collaborate with the revenue management team to optimize room inventory and pricing strategies
- Implement and manage reservation sales strategies to maximize revenue
- Monitor and report on reservation trends, adjusting strategies as necessary to achieve targets
Technology and Innovation
- Evaluate and implement call center technologies and tools to enhance efficiency and customer experience
- Stay abreast of industry trends and innovations, integrating best practices into call center operations
Training and Development
- Develop and deliver training programs to ensure the call center team is knowledgeable and skilled in reservation procedures and customer service
- Conduct regular performance evaluations and provide feedback to team members
Expansion and Growth
- Plan and execute the expansion of the call center operations to include additional properties within the hotel collection
- Develop a scalable framework for call center operations that can be adapted to new hotels as they are added to the portfolio
Qualifications
- Bachelor's degree in Hospitality Management, Business Administration, or related field
- Proven expertise in managing high-volume, multi-property hospitality call centersensuring exceptional guest service and revenue optimization
- Proven track record of leading and developing high-performing teams
- Strong analytical skills with the ability to interpret data and make informed decisions
- Excellent communication and interpersonal skills
- Proficiency in reservation systems and call center technologies
- Ability to work in a fast-paced environment and manage multiple priorities
Company Overview
Proper Hospitality is a diverse team of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: there is a right way to do things, and anything less just isn't proper. We are seeking the best of the best-both within and outside the industry-to join us in building a new kind of lifestyle hospitality company, inspired by a centuries-old tradition. Our work is challenging and fast-paced, but above all, it is rewarding.
To achieve our vision-to inspire and transport people-we seek like-minded candidates who embody our ethos, The Pillars of Proper:
- Care Proper: We are natural and gracious hosts to all.
- Achieve Proper: We are committed to excellence.
- Imagine Proper: We are resourceful.
- Present Proper: We have an appreciation for style and culture.
Proper Hospitality is an equal-opportunity employer. We provide employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, gender identity or expression, genetics, or any other federally or state-protected category.
We also consider qualified applicants with criminal histories in accordance with local Fair Chance Hiring Ordinances.