Job Description

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 centers , ensuring 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:

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• 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.

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We also consider qualified applicants with criminal histories in accordance with local Fair Chance Hiring Ordinances.

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