Director of Call Center Services - Hilton Hawaiian Village

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.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

The Benefits – Hilton is proud to have an award-winning workplace culture ranking #2 Best Company To Work For in the U.S. We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members 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 and company match to help save for your retirement
• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount 
• Debt-free education: Team Members will have access to a wide variety of educational credentials through our partnership with Guild Education, including: college degrees and professional certifications*
• Career growth and development 
• Recognition and rewards programs

Experience

• Minimum of one year of managerial experience required

• Telecommunications technology experience (e.g., Nortel switches, high-speed internet) 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 (e.g., Microsoft, Nortel, or equivalent)

Specific Job Knowledge, Skills, and Abilities

The ideal candidate must demonstrate the knowledge, skills, and abilities necessary to perform the essential functions of the role, with or without reasonable accommodation:

• Strong analytical ability to assess trends and make informed, data-driven decisions

• Exceptional interpersonal skills to effectively engage with employees and guests, demonstrating patience, tact, and diplomacy to resolve conflicts and collect accurate information

• Proficiency in reading, writing, speaking, and comprehending English to communicate clearly with team members, understand reports, and perform all essential job functions accurately

• Ability to prioritize and organize workload to meet deadlines in a fast-paced, high-volume environment

• Sound judgment and the ability to manage and control team performance effectively

• Working knowledge of hotel PBX systems, call accounting systems, property management systems, interfaces, and networking

• Proven experience managing a large team, including planning, organizing, directing, coaching, training, and, when necessary, disciplining employees

• Ability to provide clear direction, guidance, and instruction to subordinates

• Strong oral and written communication skills

• Capacity to continuously perform essential job functions, including extended periods at a computer terminal, with proficiency in PC computing and Microsoft Office (2003 or later) preferred