POSITION OVERVIEW:

The Director of Call Center Operations is responsible for the operational leadership of the call center operations division. This position will play an important role in ensuring the efficient selling and booking of hotel rooms, maximizing occupancy and revenue, while providing the highest quality of service to external and internal guests according to business objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following and other duties may be assigned as necessary:

• Responsible for identifying, developing, recommending, and implementing guest service sales strategies and tactics, developing and driving sales plans for selling and booking of hotel rooms
• Develop and maintain effective partnerships with cross-functional teams (marketing, food and beverage, hotel operations, procurement, finance, and people), building and nurturing a culture of guest service, and providing world class guest service programs that drive satisfaction and market leadership
• Establish standards to monitor the daily operation of Room Reservations, Casino Reservations, and Group Reservations to ensure that proper procedures are followed, and that service is in accordance with guest service standards
• Partner with management in planning for promotions and special events to ensure room blocks and facilitation of service to guests
• Compile daily and weekly hotel forecasts to facilitate the planning and staffing process based on satisfactory levels of service to guests
• Direct and manage all facets of the Call Center operations, including the operational and technical Team Members to coordinate guest service strategies, satisfaction, and tactics
• Partner with the revenue management department to ensure accurate and up-to-date room rates, packages, specials, and other hotel/casino information; ensure the accuracy of information and be responsible for communicating this information to all Team Members in the Reservations department
• Identify, design, and implement process improvement interventions to maximize organizational effectiveness and efficiency to drive performance and deliver an exceptional guest experience
• Establish, oversee, and manage the divisional P&L
• Develop a progressive and comprehensive suite of metrics / KPI's, and a dashboard for executive reporting
• Drive the adoption and maximization of Call Center technology capability, including conducting training and quality assurance measures
• Manage the departments activities with other departments to facilitate increased levels of communication and guest satisfaction
• Manage the selection of talented, qualified, and service-oriented Team Members to embody the core values of the hotels culture
• Facilitate new hire training and department training
• Establish guidelines, monitor, and ensure Team Members exceed service standards
• Foster open channels of communication between all Team Members
• Temporary or permanent duties and responsibilities may be added to or modified as deemed necessary

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age.

• Six (6) years of leadership experience in hospitality and hotel operations
• Bachelors Degree in business, Hospitality, Hotel, or related field and/or equivalent combination of education and experience
• Highly motivated and energetic personality with a strong commitment to excellence in hospitality
• Previous experience in a large, luxury resort preferred
• Knowledge and deep understanding of aspects of hotel and call center operations
• Strong understanding of hospitality management programs and systems
• Ability to effectively achieve business unit goals and objectives by implementing strategic and operational plans, budgets, and best practices; and monitoring and evaluating results
• Ability to actively influence and drive collaboration with individuals or groups at various levels within and outside of the organization
• Ability to provide leadership and direction contributing to the success of the organization through engaging, developing, and mentoring individuals and teams
• Demonstrated ability in maintaining consistent, high-quality service levels.
• Advanced computer skills, including proficiency in MS Office
• Strong leadership skills and the ability to organize effectively, delegate responsibility, solve problems quickly and communicate clearly

SUPERVISORY RESPONSIBILITIES

This job supervises all positions within the Call Center department.

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Team Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

Team Member must be able to qualify for licenses and permits required by federal, state, and local regulations.

LANGUAGE SKILLS

Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Team Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Team Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision.

The Team Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Team Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.