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Job Description - Director of Call Center Services - Hilton Hawaiian Village (HOT0C4IF)

Job Description

Director of Call Center Services - Hilton Hawaiian Village (Job Number: HOT0C4IF)

Work Locations

Hilton Hawaiian Village 2005 Kalia Road Honolulu 96815

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

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
Telecommunications/Reservations Supervisors
Telecommunications/Reservations Agents

The salary range for this position is $85,000 - $95,000 annually.

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
Customer Focus

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

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

Job

Guest Services, Operations, and Front Office

#J-18808-Ljbffr","

Job Description - Director of Call Center Services - Hilton Hawaiian Village (HOT0C4IF)

Job Description

Director of Call Cent...",["B","2221314572"],"Work at Hilton Worldwide, Inc.","1 hours ago","/jobs/2221314572-director-of-call-center-services-hilton-hawaiian-village","/jobs?keyword=Hilton+Worldwide%2C+Inc.","/jobs?location=Honolulu",{"_429":428,"_434":524,"_452":453,"_444":525,"_243":526,"_441":527,"_427":428,"_111":437,"_431":432,"_433":194,"_454":453,"_442":528,"_425":529,"_455":530,"_430":115,"_476":531,"_460":532,"_478":437,"_479":528,"_481":533,"_483":534,"_485":486},["D",1768694400000],"Hilton","

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.

#LI-JG1

What are we looking for?

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

","

Hilton Hawaiian Village, the largest and most iconic beachfront resort in Hawaiʻi, is seeking an experienced Director o...","Honolulu, HI, US, 96815",["B","2220086280"],"Work at Hilton","1 months ago","/jobs/2220086280-director-of-call-center-services-hilton-hawaiian-village","/jobs?keyword=Hilton","/jobs?location=Honolulu%2C+HI%2C+US%2C+96815",{"_429":428,"_434":536,"_452":453,"_444":525,"_243":537,"_441":538,"_427":428,"_111":539,"_431":432,"_433":194,"_454":453,"_442":528,"_425":540,"_455":530,"_430":115,"_476":541,"_460":542,"_478":539,"_479":528,"_481":533,"_483":534,"_485":543},["D",1770768000000],"

About this Opportunity
As Managing Director of the Hilton Hawaiian Village Waikīkī Beach Resort, you will lead one of the world’s most iconic and complex hospitality destinations—a legendary oceanfront resort spanning 22 acres on Waikīkī’s widest stretch of beach. This landmark property features over 2,800 guest rooms across multiple towers, five swimming pools, a private lagoon, 90+ shops and restaurants, extensive meeting and event facilities, and a vibrant cultural and entertainment program that defines the Waikīkī experience.

This role calls for a highly seasoned, visionary leader with deep expertise in large-scale resort operations, commercial strategy, and team leadership. You will guide a diverse, high-performing team, ensuring exceptional guest service, operational excellence, and financial success, all while honoring the property’s rich heritage and spirit of aloha.

This is more than a leadership position—it’s an extraordinary opportunity to shape the future of one of Hilton’s most celebrated flagship resorts and leave a lasting legacy in one of the world’s most captivating destinations.

About the Property: Hilton Hawaiian Village Waikīkī Beach Resort
Spanning 22 lush beachfront acres along Waikīkī’s widest stretch of sand, Hilton Hawaiian Village Waikīkī Beach Resort is an iconic destination where vibrant resort energy meets classic Hawaiian hospitality.

With five swimming pools—including the famed Super Pool with a 77-foot waterslide—and the serene Duke Kahanamoku Lagoon, the resort offers a playful mix of adventure and relaxation. Guests stay in one of the resort’s distinctive towers, each offering its own character and views of Diamond Head, the Pacific Ocean, or the resort’s tranquil tropical gardens.

Guests will find endless ways to immerse themselves in island life: daily cultural programs like lei-making and hula lessons, beachfront catamaran sails, surfing and snorkeling, plus a spectacular Friday-night fireworks display over the beach. With more than 90 shops and restaurants, expansive meeting and event space, and a full-service spa, the resort is well-suited to families, couples, conferences and leisure groups alike.

Whether guests are strolling the shoreline at sunrise, cooling off in the lagoon, or watching fireworks light up the night sky, this resort delivers an unforgettable Hawaii experience from first light to last aloha.

To learn more about this property, please click HERE.

What are we looking for?

Basic Qualifications

Minimum 10 years’ Hotel General Manager or 5 years' Managing Director experience managing a property with revenues of $100M+ and 1000+ rooms.
Proven leadership in building and sustaining high-performing teams, with a track record of fostering accountability, addressing challenges with candor, and cultivating a culture of collaboration and trust.
Demonstrated experience managing labor relations and union partnerships.
Strong business acumen with a track record of maximizing profitability through strategic revenue optimization, market share growth, and robust financial oversight.
Proven experience driving top-line performance by optimizing the overall commercial strategy, ensuring the right business and transient mix, and activating initiatives that maximize group revenue and ancillary income streams.
Resort operations experience encompassing leisure, activations, and multiple revenue streams.

Preferred Qualifications
Strong connection to the local community with experience engaging city partners.
Proven expertise in high-volume food & beverage operations and banquet production.
Hilton brand experience.
Local market experience.

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

What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

The annual salary range for this role is $440K - $480K and is determined based on applicable and specialized experience and location.

Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan and the Company's long-term incentive plan, consistent with other team members at the same level and/or position within the Company.

","
About this Opportunity
As Managing Director of the Hilton Hawaiian Village Waikīkī Beach Resort, you will lead one of the w...","Managing Director - Hilton Hawaiian Village",["B","2538094520"],"8 days ago","/jobs/2538094520-managing-director-hilton-hawaiian-village","/jobs?keyword=Managing+Director+-+Hilton+Hawaiian+Village",{"_429":428,"_434":545,"_452":453,"_444":525,"_243":438,"_441":438,"_427":428,"_111":546,"_431":432,"_433":194,"_454":453,"_442":547,"_425":548,"_455":530,"_430":115,"_476":477,"_460":549,"_478":546,"_479":547,"_481":533,"_483":550,"_485":551},["D",1771200000000],"Assistant Director of Human Resources - Signia by Hilton Atlanta","Atlanta, GA, US, 30383",["B","2619502011"],"/jobs/2619502011-assistant-director-of-human-resources-signia-by-hilton-atlanta","/jobs?location=Atlanta%2C+GA%2C+US%2C+30383","/jobs?keyword=Assistant+Director+of+Human+Resources+-+Signia+by+Hilton+Atlanta",{"_429":428,"_434":553,"_452":453,"_444":525,"_243":438,"_441":438,"_427":428,"_111":554,"_431":432,"_433":194,"_454":453,"_442":555,"_425":556,"_455":530,"_430":115,"_476":557,"_460":558,"_478":554,"_479":555,"_481":533,"_483":559,"_485":560},["D",1771372800000],"Director of Food and Beverage - Signia by Hilton Indianapolis","Indianapolis, IN, US, 46262",["B","2619490686"],"1 days ago","/jobs/2619490686-director-of-food-and-beverage-signia-by-hilton-indianapolis","/jobs?location=Indianapolis%2C+IN%2C+US%2C+46262","/jobs?keyword=Director+of+Food+and+Beverage+-+Signia+by+Hilton+Indianapolis","actionData","errors"]