Director of Call Center

Situated in Downtown’s Second Street District, Austin Proper Hotel & Residences is the newest luxury lifestyle hotel in Austin, just steps from Lady Bird Lake, the legendary Austin City Limits music venue and nearby boutiques. With inspiring interiors by Kelly Wearstler and culinary offerings in collaboration with MML Hospitality, Austin Proper offers 238 rooms and suites, a dedicated spa and fitness center, and 9,500 square feet of meeting and event spaces, including a rooftop pool deck offering small-batch tequilas and majestic lake views. Anything less just wouldn’t be Proper.

We are seeking an experienced and dynamic 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
• Minimum of 5 years of experience in a senior reservations or call center management role within the luxury hospitality industry
• 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 made up of a diverse group 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 out the “best of the best” from inside and outside of the industry to work alongside us as we grow a new kind of lifestyle Hospitality Company inspired by a centuries-old tradition. The work is challenging and fast-paced, but rewarding above all.

We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender, gender identity or expression, genetics, or any other federal/state protected category.

Proper Hospitality will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.