Call Center Manager

Guest Engagement Manager

Provide supervision, direction and leadership in the Guest Engagement Specialist Department in accordance with the objectives, performance and quality standards supportive of the brand. The Guest Engagement Manager ensures the highest level of quality to all customers; ensures enforcement of corporate policies and procedures; proper selling and use of sales techniques for Room, Dining and activities including training designed to enhance overall hotel and collection wide revenue. This position works closely with the Director of Revenue and VP of Revenue to ensure revenue is being maximized on a daily basis.

Essential Functions:

• Ensures the adherence of all agents to the professional standards set forth by the company.
• Oversees the training of all new hires in all job functions (all TH properties, PMS, Booking engine (guest facing and internal), Operations tool, room types, spa, golf, groups, etc.)
• Monitors and reports on agent productivity, including quality assurance shop scores, closure ratio, talk time, any other standard as set by the department leader.
• Compile and complete weekly call reports to ensure calls are being answered efficiently and adjust staffing schedule/levels as needed.
• Preparing weekly schedules based on business demands to ensure proper coverage for call volume is in place.
• Partners with IT department to solve any system issues that may inhibit servicing callers.
• Maintains a training schedule for all agents, focused on performance need areas, as well as skill development.
• Manages the department incentive program (if applicable).
• Coordinates with the Group & Conference Services teams to ensure zero errors in the processing of group lists, group blocks management, billing and routing set up, and room assignment.
• Manages the hotel's Contract business, including managing complex room allocations, owning relationship with third parties, and resolving conflicts and disputes, quickly and professionally.
• Manages the wholesale process, including blackout calendar maintenance, communication of strategy changes, and building complex wholesale packages.
• Evaluates current systems and operating procedures on a constant basis, seeking alternatives. This includes making recommendations on new systems and programs, which reflect an ROI, or projected impact on service scores.
• Serves as property expert on inventory, rates, availability, and supports revenue management and sales in maintaining and loading rates, restrictions, and selling strategies.
• Works with Front Office team to ensure any guests inquiries are answered in a prompt, efficient manner. Attends Front Office meetings as needed to provide training on packages and/or promotions.
• Manages room inventory, and alerts Director of Revenue Management to any potential issues regarding room availability. Manages the sellout of the resort, working with revenue management and operations to strive for perfect sells, by aggressively auditing the system, and proactively maintaining a waitlist.
• Generates and evaluates production, and pace reports.
• Attends revenue management, pick-up, pre-convention, weekly contract and other designated meetings as required.
• In the absence of the Director of Revenue Management maintain all systems, including building rates, group links, and forecasting.
• Provides service recovery for reservations related guest complaints and provides feedback, if necessary, to the guest and other departments.
• Assists in recruiting, hiring, and training within the department.
• Mentor, coach and supervise Guest Engagement team in issues relating to daily operation.

Qualification Standards:

Education: High School degree required. Any combination of education and experience equivalent to a four-year college degree that provides the required knowledge, skills and abilities.

Other: Must be 21 years of age or older. Additional language ability is preferred.

Experience: Must have a minimum of two years of Reservation Management experience, ideally with another luxury hotel company. Bachelor's degree in hospitality management or a related field preferred. Must be able to work days, nights, holidays, and weekends.