Call Center Manager

Full-Time

JOB SUMMARY

The Call Center Manager oversees the daily operations of the Central Reservations Office (CRO), ensuring seamless guest service, operational efficiency, and team leadership. This role is responsible for staff management, scheduling, training, system outage handling, technology (Wi-Fi, ethernet, etc.) and interdepartmental coordination while upholding Valencia Hotel Collection’s service standards.

As the primary point of accountability, the Call Center Manager must ensure consistent leadership, compliance, and service excellence. This includes being available to address after-hours issues—such as system outages, escalations, or operational disruptions—as needed, including evenings. The role also requires flexibility, with rotating weekend shifts at least once per month to maintain oversight of team and system operations.

ESSENTIAL DUTIES & FUNCTIONS

• Operational Responsibilities
  • Ensure daily call center performance meets service and efficiency goals.
  • Process and submit all CRO invoices to accounting in a timely manner.
• Manage the CRO budget, expenses, and monthly supply orders.
• Track and report on call center performance, training effectiveness, and compliance.
• Managerial Responsibilities 
• Hire, train, and mentor CRO staff, ensuring service excellence and policy adherence.
• Oversee scheduling, timecard approvals, PTO, and leave requests.
• Conduct ongoing training and performance coaching, reinforcing compliance with test calls and GDI standards.
• Promote team recognition initiatives (birthdays, anniversaries, incentives, and performance rewards).
• Guest Services
• Ensure guest inquiries, reservations, and escalations are handled professionally.
• Monitor and evaluate call quality, coaching agents for continuous improvement.
• Foster collaboration with Front Desk, Housekeeping, Revenue Management, and Marketing teams.
• Team Support and Training
• Lead continuous training efforts to maintain high standards of service and system knowledge.
• Encourage a positive, motivated team environment aligned with company culture.
• Communication and Reporting
• Serve as the primary point of contact for system outages, opening tickets and ensuring swift resolution.
• Communicate status updates with CRO teams, hotels, and leadership.
• Coordinate with IT and third-party vendors to minimize disruptions.
• Participate in leadership meetings and operational briefings.
• Safety & Compliance
• Be accessible for critical after-hours issues as needed.
• Take on additional duties or projects as assigned by senior management.
• Must be available to work assigned shifts, including weekends and holidays, to ensure compliance with safety, staffing, and operational requirements
• Adhere to attendance and timekeeping policies to maintain required coverage for safety and guest service standards

ESSENTIAL SKILLS AND QUALIFICATIONS 

• Strong verbal and written communication skills
• Effective time management and problem-solving skills
• Ability to work well with a team and demonstrate attention to detail
• Excellent organizational skills and interpersonal abilities
• Experience in a call center environment, preferably within the hospitality industry.
• Familiarity with hotel systems, including Stay In Touch is a plus
• Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Strong leadership, multitasking, and organizational skills.
• Ability to remain calm and composed under pressure.
• Excellent interpersonal and problem-solving abilities.

Physical Requirements

• Sitting: Frequent, during call monitoring and administrative tasks
• Standing/Walking: Occasional, for team oversight and meetings
• Lifting/Carrying: Up to 25 lbs for office supplies and materials
• Other Physical Requirements: Occasional bending, reaching, or grasping

Working Environment

• Interior: Central Reservations Office and meeting spaces
• Exterior: N/A

BASICS 

• Maintain cleanliness and organization in all work areas
• Display courteous behavior with guests and team members
• Report any unsafe conditions immediately
• Ensure hotel equipment is in proper working condition
• Perform any additional duties assigned by the supervisor

Education and Experience

• High school diploma or equivalent required; college degree preferred
• Minimum 3 years of call center or reservations experience with 1-2 years in a supervisory role

BENEFITS:

• Medical, Dental, Life insurance
• Paid Time Off 
• Paid Community Service Days
• Click here to learn more

Valencia Hotel Group (and all its affiliates) is an Equal Opportunity Employer Valencia Hotel Group provides equal employment opportunities to all persons. The company does not discriminate because of race, color, religion, sex, national origin, disability or ancestry in recruiting, hiring, placement, promotion or any other condition of employment and actively seeks a diverse and representative work force.

Valencia Hotel Group has been named in Newsweek’s list of America’s Greatest Workplaces in these categories:

America’s Greatest Workplaces for Women 2024

America’s Greatest Workplaces for Job Starters 2024