Manager of National Contact Center

Drury Hotels • Cape Girardeau, MO • 1h ago

Property Location:200 South Farrar Dr - Cape Girardeau, Missouri 63701You 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 USSo. 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.Work-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 Newsweek's America's Greatest Workplaces 2025Incentives - Quarterly bonuses (we succeed together!) based on hotel resultsSummary: The Manager, National Contact Center is responsible for leading the daily operations of Drury's National Contact Center, which supports guests, hotels, and internal teams across the company. This role oversees team member performance, service, quality, and profitability for a high-volume, multichannel operation that supports reservations, guest assistance, loyalty programs, and hotel needs year round. This leader ensures the NCC delivers a consistent, high quality guest experience while meeting profitability goals. Job Duties: Leads, develops, and motivates department leaders and team members to embrace the Drury vision, mission, and values by overseeing all operations, team engagement, guest experience, and budget adherence for the department. Oversees daily operations of the National Contact Center, including Reservation Sales Agents, Coordinators, and Drury Rewards Helpdesk. Daily management of the department includes recruiting, adherence to performance expectations, team engagement, labor management, and delivery of +1 Service to guests and internal teams. Manages departmental revenue and?expense budgeting process annually. Achieves labor and expense goals through forecasting and monitoring of department activities. Responsible for maximizing company revenue through creating and maintaining the team's adherence to department processes and policies. Ensure the Contact Center delivers a consistent, positive guest experience across phone, email, and digital channels. Monitor service metrics, quality scores, and guest feedback, using insights to drive continuous improvement. Supervisory Duties: Responsible for the supervision and development of Assistant Managers. Interacts daily with the frontline team to ensure team engagement and satisfaction. Leads escalated team member and guest issues to resolution. GENERAL KNOWLEDGE, SKILL AND ABILITY: Requires the ability to assist the team during all hours of operation, including holidays, weekends, and evenings. Requires the ability to cover MOD shifts as assigned. QUALIFICATIONS: Hotel and/or Contact Center leadership experience preferred. EDUCATION AND/OR EXPERIENCE: Bachelor's degree in hospitality, business, or a related field preferred. A minimum of three to five years of supervisory experience with demonstrated leadership success is required. Rise. Shine. Work Happy. Apply NowAt Drury Hotels, we prioritize our team's personal growth and career development. As part of our team, you will be empowered to grow and encouraged to shine.At Drury Hotels, we offer our guests more than a place to sleep. We provide a place to feel welcome. Happy. At home. As a family-owned and operated hotel system, we honor and enhance the Drury legacy of world-class hospitality excellence. That's the Drury Way. Our 6,100+ team members work together-across 150 hotels in 30 states-to make sure every guest receives the very best service and value. Together we continue to grow, carefully and with clear vision, as a family of thriving hotels nationwide. EOEExplore Our Culture

Drury Hotels is an equal opportunity /affirmative action employer. If you require an accommodation in order to view or apply to open positions or for any other part of the application or employment process, please call 888-324-1897 or email recruiting@druryhotels.com.

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