Director of Contact Center Sales presso Camelback Resort

Job Title: Director of Contact Center Sales
Department: Contact Center
Reports to: VP of Revenue Strategy

The Director of Contact Center Sales and Guest Services is responsible for leading and developing the resort’s Reservations and PBX operations. This role ensures seamless experience for all guest interactions across inbound calls, reservation requests, email, SMS, and AI agents. The Director provides strategic direction, establishes service standards, and drives team performance to deliver exceptional guest experiences while maximizing revenue opportunities. A background in hospitality is preferred, and prior contact center leadership is required.

Primary Responsibilities:

• Provide strategic leadership and operational oversight for the Reservations and PBX departments.
• Develop and implement contact center strategies to enhance guest satisfaction, streamline operations, and achieve revenue goals across all key product lines (rooms, ticketed recreation, waterparks, and dining).
• Lead, coach, and manage a blended team of on-site and remote contact center agents, supervisors, and support staff.
• Establish and maintain service standards, training programs, and incentive plans aligned with resort brand expectations and revenue goals.
• Collaborate with Revenue Strategy, Sales, Marketing, Front Office, and Guest Services teams to optimize booking efficiency and revenue capture.
• Monitor and analyze performance metrics including call volume, conversion rates, service levels, operational platforms, expenses, and guest satisfaction scores.
• Oversee workforce planning, scheduling, and resource allocation to support peak business periods.
• Manage departmental budgets, staffing levels, and technology investments.
• Champion service recovery by resolving escalated guest concerns with professionalism and empathy.
• Ensure compliance with all resort policies, systems, and data security protocols.

Next Level Duties:

• Partner with leadership to identify and implement new technologies that enhance contact center efficiency and guest experience.
• Drive continuous improvement through data analysis and process optimization.
• Support strategic initiatives related to guest loyalty, cross-selling, and revenue growth.
• Act as a key liaison between the resort and third-party service providers supporting contact center functions.

Must Have Personal Qualifications:

• Minimum of 5 years of progressive leadership experience in a contact center environment, including at least 3 years at the management or director level.
• Hospitality or resort experience is strongly preferred.
• Demonstrated success leading multi-location or blended (remote and on-site) teams.
• Strong knowledge of call center systems, reservations platforms, omni-channel communication, and telecommunications technology.
• Proven ability to analyze performance data, identify trends, and implement process improvements.
• Exceptional leadership, communication, and interpersonal skills.
• Highly organized with the ability to balance strategic planning and daily operations.
• Flexible availability to meet business demands, including weekends and holidays.

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by Camelback Resort at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.