Property Location:

200 South Farrar Dr - Cape Girardeau, Missouri 63701

YOU BELONG AT DRURY HOTELS.

Getting a job is just the beginning. Finding a place where you belong is what truly matters. Who you are and what you do makes a difference at Drury Hotels. There's a place for you here today and tomorrow.

WHAT YOU CAN EXPECT FROM US

So. Much. More.

Just as our guests deserve more, so do you deserve more. Be valued for what you do and who you are ... and well compensated for all you accomplish.

Incentives - Quarterly bonuses (we succeed together!) based on hotel resultsWork-life-balance – Flexible scheduling, paid time off, hotel discounts and free room nightsCareer growth - Mentorship, cross-training, development plans, management training, and more-over 200 internal promotions this yearHealth and well-being - Medical, dental, vision, prescription, life, disability and Team Member Assistance ProgramRetirement - Company-matched 401(k)Award-winning - Ranked among Forbes' Best Midsize Employers (2023)

Job Summary:   
Under the direction of the National Call Center and Data Support Services Manager, leads a complex operation with team members that work both onsite and remotely in multi-city locations. Serves multi-lingual guests and internal team members 365 days a year. This position oversees a workforce that serves as the company’s initial guest experience and delivers Drury United’s sales strategies. Promotes the Drury culture with customers, co-workers, and team members.  

Job Duties

Champions a culture of excellence and accountability, rewarding team member performance by tracking results, leading improvement efforts, and communicating successes.  Leads recruitment efforts, including selection, hiring, and onboarding new team members. Manages daily labor budget and optimizes workforce management processes, including forecasting, scheduling, and real-time adjustments to ensure staffing meets service level goals and operational efficiencies.Facilitates daily operational efforts to support various team members and departments. Creates, develops, approves, and administers training programs and initiatives for new and existing team members.   Improves team member performance through constructive feedback, progressive discipline, and the completion of 90-day, midyear, and annual performance reviews.Assists with managing multiple software systems including call distribution software, workforce management systems, centralized reservation systems, and revenue distribution channels. Responsibilities include monitoring integrations between systems, providing after-hours support to troubleshoot issues or outages, and collaborating with the IT department to identify improvements to optimize system functionality.  Assists with supporting internal departments by assuming after-hours and weekend duties of Revenue Management and Customer Service departments for 150 hotels and daily management of Social Media responses for Marketing.  Leads team to assist with projects for other departments as requested. 

Supervisory Duties:   

Directly supervises 35+ remote and in-house agents and indirectly supervises 150+ remote and in-house agents.

Preferred or Required Qualifications

Bachelor’s degree in hospitality, business, or a related field preferred.

A minimum of two years of supervisory experience with demonstrated leadership responsibilities OR a minimum of five years of experience in hotel or call center operations experience required.

Strong leadership and interpersonal skills required.

Ability to support the department during daytime, evening, and weekend hours required.

Rise. Shine. Work Happy. Apply Now.