Hotel Engine

Hotel Engine arms our customers with a powerful hotel booking platform that is simple to use and seamless to integrate.

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Director of Member Experience

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Hotel Engine is a high-growth, Denver-based tech company that is innovating the business travel industry with a free, private hotel booking management platform. With over 200,000 hotel properties globally, Hotel Engine offers up to 60% off publicly available hotel rates for small-to-medium businesses, large enterprises, and government travelers.

Serving industries like construction, transportation and logistics, oil and gas, retail, healthcare, and more, Hotel Engine has customized hotel reservation management solutions built for the control, transparency, billing, and support needs of organizations of any size and industry.

The Director of Member Experience will help develop and scale our inbound call center at Hotel Engine. This person will work closely with the operations, marketing, and technology teams to establish and grow our virtual engagement call center. This role will develop operating policies and procedures, optimize workflows, hire and develop the call center workforce, and develop training and quality programs in order to engage potential members in our digital therapeutic platform. This person will be a passionate innovator and builder, helping our team deliver world-class hotel booking support and customer service with every interaction.

Role and Responsibilities

Build a world class scalable Member Experience program
Monitor, report, and analyze quality and customer satisfaction survey metrics
Manages strategic direction and day to day operations of the call center.

Recommend, own, and drive performance improvement areas across the CS landscape
Creates a high performance engaged culture.
Identifies and implements initiatives to improve customer and associate satisfaction levels.
Maintains proper staffing levels.
Tracks trends, makes decisions based on organized information, and supports decisions with articulate written and verbal communications.

Utilizes data to drive results and prioritize improvements to become a world class department.
Ability to coach, motivate, inspire and develop team members and to create a positive work environment.
Focus on associate and leader development, including succession planning.
Plan, monitor and adjust performance and incentive plans to ensure performance goals are met.
Coordinate all messaging and material disseminated in the call center.

Ensures departmental compliance with contractual, regulatory, and corporate requirements, guidelines, including turnaround and reporting.
Develops policies and procedures to improve service delivery and interdepartmental processes to support work processes across department lines.

Requirements

Strong data-driven influencer and people manager who has a proven track record of scaling operations and customer service teams to get results quickly.
You are goal-driven and execute strategic decisions quickly and efficiently

You embrace challenges, value data-driven decision making and recognize the importance of responding quickly to market needs
Comfortable in a metric driven environment
You demonstrate creativity and flexibility, and you adapt and evolve your approaches to drive value.
Successful record of managing and building teams of at least 30+ employees
Experience in building Call/Contact Center programs from the ground up

You are passionate about change and user experience
BS/BA Degree in Business (or equivalent work experience)
7+ years total professional experience; at least five years of proven successful management and leadership
5+ years of managing customer support teams
3+ years of experience with internet, ecommerce, or online travel agencies

Experience at start-ups or rapidly growing companies is a plus

Benefits:

Medical, dental, vision, and supplemental insurance
Free 'Employee Only' healthcare coverage
401k plan
Unlimited vacation
Paid holidays, sick time, and volunteer opportunities
Discounted hotel rates
Paid parental leave
Company-sponsored social events and happy hours

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Jocelyn Ruby

Human Resources Manager

WHERE RESULTS MATTER

DEI driven by action and constant improvement

Inspired roadmaps aren’t just for product teams. At Hotel Engine, they're for diversity, equity and inclusion initiatives, too. To expedite progress, Human Resources Manager Jocelyn Ruby leans on HR tools that collect company-wide feedback on DEI efforts, and increase pay equity and understanding of how the associate base identifies. Next up? More unconscious bias training, and tweaks to ensure consistent recruiting and interview experiences through diversity-specific groups. Yearly metrics, along with a lot of passion, keep Ruby’s team accountable in building a place where everyone thrives.

Having the full support of our CEO, vice presidents, directors and more has helped us move faster in our efforts to put formal processes in place, and emphasizes to our entire team the importance of DEI.

Audrey Fairbrother

Content and SEO Manager

BIAS FOR ACTION

Stewards of success, at work and beyond

Hotel Engine believes success should be shared, which is why it planted over a quarter of a million trees and donated substantial sums to Black Girl Ventures, Denver Children’s Home and Make a Wish Colorado in 2021. This year, the company is planting even more trees and supporting causes like SafeHouse Denver, The Korey Wise Innocence Project and Children of Uganda. To Content and SEO Manager Audrey Fairbrother, these initiatives are greater extensions of Hotel Engine’s values. “We know that ‘together we thrive,’” she said. “The stronger the communities around us are, the stronger we are.”

When I come to work every day, I can see that I’m helping make life easier for our customers and for those in our community through our collective efforts. It’s rewarding and empowering.

Brendan Doyle

Engineering Manager

ON THE FAST TRACK

Leadership that wants to see you shine

Knowing how to land your career goal isn’t always easy. That’s why Hotel Engine’s talent is guided through curated growth tracks to keep those aspirations in reach. Take Engineering Manager Brendan Doyle, who started as an individual contributor before stepping up to lead a team of eight. In working with his manager, Doyle identified which benchmarks he’d need to hit to level up. Then, leading up to his promotion, leadership dedicated time to prepare him for his new role through weekly one-on-ones, recommending reading and setting up informational meetings with former engineering managers.

It’s a lot easier to reach your goals when they’re clearly defined and you have the support to reach them.

What are Hotel Engine Perks + Benefits

Hotel Engine Benefits Overview

Hotel Engine is strongly committed to both its employees and its customers. Our company’s benefits and perks are designed to create an inclusive environment where team members can deliver great work consistently, celebrate diversity, collaborate with colleagues – and have fun at the same time.

Culture

Volunteer in local community

Employees receive two paid volunteer days per year, in addition to existing PTO and sick time.

Partners with nonprofits

Through our employee resource group, Engine4Everyone, we are looking to invest in organizations that focus on education and advisory services to women and/or minorities.

Open door policy

OKR operational model

Team based strategic planning

Pair programming

Open office floor plan

Remote work program

Diversity

Dedicated diversity and inclusion staff

Highly diverse management team

Hotel Engine has a diverse management team and supports an inclusive workforce. Our ERG Engine4Everyone plans to incorporate unconscious bias training into hiring practices and team development.

Mandated unconscious bias training

Engine4Everyone will incorporate unconscious bias training. Additionally, team development trainings broaden cultural awareness and include sessions focused on the diversity of individual experiences

Diversity employee resource groups

Engine4Everyone creates an inclusive environment where team members work together to develop policies and training, and identify workplace initiatives and community involvement opportunities.

Hiring practices that promote diversity

Health Insurance & Wellness Benefits

Flexible Spending Account (FSA)

Hotel Engine offers team members a Health Savings Account (HSA). Individuals can contribute up to $3,500 and families up to $7,500 per year.

Disability insurance

We offer short-term disability insurance, which covers up to 60% of pre-tax weekly earnings. The maximum weekly benefit is $2,000. There is optional voluntary Accident and Critical Illness coverage.

Dental insurance

Vision insurance

Health insurance

We offer multiple health insurance plans, including an option that covers 100% of an individual’s premium.

Life insurance

Pet insurance

Team members are eligible to enroll in voluntary pet insurance benefits.

Wellness programs

Go365 is an employee wellness program that incentivizes employees to make healthier choices and rewards them for taking steps to better health.

Team workouts

Mental health benefits

All employees (and their dependents) – whether enrolled in our health coverage or not – have access to our Employee Assistance Program (EAP), which includes mental health services.

Financial & Retirement

401(K)

401(K) matching

Hotel Engine's 401(K) matching launches in the first quarter of 2021.

Company equity

Employee stock purchase plan

Performance bonus

Child Care & Parental Leave Benefits

Generous parental leave

We provide up to 9 weeks of parental leave for the primary caretaker and 2 weeks of leave for the secondary caretaker.

Family medical leave

Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.

Adoption Assistance

Our parental leave programs apply to team members who have adopted children.

Company sponsored family events

Vacation & Time Off Benefits

Unlimited vacation policy

Generous PTO

Hotel Engine offers unlimited PTO to our associates, and encourage them to take time off to recharge.

Paid volunteer time

Our employees receive two paid volunteer days per year.

Paid holidays

Paid sick days

Team members receive 40 hours per year of paid sick leave.

Office Perks

Commuter benefits

Company-sponsored outings

Free snacks and drinks

Some meals provided

Breakfast Thursdays

Company-sponsored happy hours

Onsite office parking

Fitness stipend

Home-office stipend for remote employees

Onsite gym

Professional Development Benefits

Job training & conferences

Hotel Engine offers team members the ability to attend job-related conferences and seminars.

Lunch and learns

Promote from within

Continuing education available during work hours

Online course subscriptions available

Additional Perks + Benefits

As an additional perk, team members can take advantage of hotel rate discounts on the Hotel Engine platform and receive $400 in travel credits to use on hotels of their choice each year.

View full list of perks + benefits

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