Call Center Manager

Valencia Hotel Collection (VHC) - Central Reservations Office (CRO) is located in the downtown San Antonio area and is a pillar of the community. Our hotels are unique to each city they are located in, and we are looking for outstanding talent to provide exceptional customer service to our guests. We are part of Valencia Hotel Collection, a collection of hotels that are created for today's passionate traveler, each of our hotels are intentionally built to showcase modern design and classic character. We are looking for team members who are ready to be empowered to go above and beyond. 

Job summary: 

The Call Center Manager is responsible for leading and managing the daily operations of the Central Reservations Office (CRO). This role involves overseeing a team of agents, ensuring maximum efficiency, and maintaining high levels of customer service. The Call Center Manager will actively handle calls, provide training to agents, and participate in the hiring and onboarding of new team members. The ideal candidate will bring a strong understanding of hotel operations and experience in a call center environment, with a focus on delivering exceptional guest experiences. This Call Center Manager position offers a dynamic role for someone looking to advance their career in hospitality, with opportunities to lead, train, and shape the guest experience across multiple properties

Shift requirements:

Primarily day shift with flexibility for evening/weekend shifts as needed

ESSENTIAL DUTIES & RESPONSIBILITIES:

Team Leadership & Supervision:

  - Hire, train, coach, and manage call center representatives to ensure they provide excellent customer support.

  - Monitor and supervise daily operations, ensuring representatives adhere to established policies and procedures.

  - Guide agents through challenging calls, aiding with conflict resolution and customer inquiries.

  - Lead team meetings, educate staff on processes, and set clear expectations.

  - Evaluate staff performance, ensuring high customer service standards and taking corrective action when necessary.

Training & Development: 

- Oversee & execute training for new hires, focusing on reservation procedures & VHC core standards.

  - Provide ongoing coaching and feedback to staff to enhance their performance and adherence to call center protocols.

  - Organize regular training sessions on topics such as problem-solving, conflict resolution, and upselling techniques.

Operational Efficiency & Reporting:

  - Analyze call center data and metrics to prepare reports for upper management.

  - Develop and implement objectives, goals, and action plans for call center activities.

  - Manage call center budgets and expenses, including monthly invoices for CRO expenses.

  - Prepare and manage work schedules to ensure sufficient coverage and optimal use of resources.

Customer Service & Quality Assurance:

  - Ensure customer inquiries and requests are handled promptly, professionally, and in line with the company's standards.

  - Monitor calls to improve quality, minimize errors, and evaluate agent performance.

  - Establish strategies to increase customer satisfaction and call center productivity.

  - Address and resolve guest complaints, escalating unresolved matters to upper management as needed.

Interdepartmental Coordination:

- Collaborate with other departments such as Front Desk, Housekeeping, and Food & Beverage to ensure seamless service.

- Maintain a thorough knowledge of hotel offerings, including dining options, promotions, events, and local attractions.

- Assist with special requests, and reservations, ensuring accurate communication and delivery of services.

Additional Responsibilities:

- Ensure compliance with Valencia Hotel Collection standards and safety regulations.

- Participate in shift briefings and maintain regular attendance as required by scheduling.

- Take on other duties and projects as assigned by leadership.

Qualifications:

• 2 to 4 years related experience
• Firsthand experience in a call center environment, preferably within the hospitality industry.
• Creative thinking in order to develop new ways to sell rooms
• Detail oriented with the ability to see the big picture
• Self-starter with the ability to work both independently and as a team member
• Strong analytical and communication skills 
• Proficient in Microsoft Office products including Word, Excel, Outlook, and PowerPoint
• Ability to analyze the content and functionality of hotel systems (POS and PMS)
• Ability to create and edit content for the Central Reservations Office. 
• Communicates effectively with others
• Works productively with a team
• Effective multitasking skills
• Ability to remain calm and composed under pressure

BENEFITS:

• Medical, Dental, Life insurance
• Paid Time Off 
• Paid Community Service Days
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Valencia Hotel Collection (and all its affiliates) is an Equal Opportunity Employer

Valencia Hotel Collection 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