Central Reservation & Customer Service Manager

Dubai Golf; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Join a leading golf club in Dubai as a Central Reservation & Customer Service Manager. This full-time role involves managing a high-volume reservations team, enhancing guest experiences, and ensuring outstanding customer service in the golf tourism sector. Ideal candidates will have substantial managerial experience in hospitality or tourism, particularly with European DMCs.

Qualifications

• Minimum of 3 years' experience in a managerial role within reservations or customer service.
• Experience in a European DMC, preferably focused on golf or luxury leisure.
• Excellent spoken and written English; knowledge of additional languages is an advantage.

Responsibilities

• Lead the reservations team for accurate bookings and optimize reservation systems.
• Oversee customer service agents and manage guest inquiries and complaints.
• Set performance KPIs, monitor progress, and provide ongoing coaching.

Skills

Leadership

Customer Service

Communication

Multitasking

Tools

Reservation Software

CRM Systems

Microsoft Office

Job description

We are seeking a highly motivated and experienced Central Reservation & Customer Service Manager to lead the end-to-end reservations and customer service function within our premium golf environment. This full-time role involves managing high-volume bookings, maintaining world-class service standards, and driving team performance and guest satisfaction.

The ideal candidate will bring strong leadership experience, a background in European Destination Management Companies (DMCs), and a proven track record working within golf tourism or luxury hospitality.

Key Responsibilities

Golf Reservations & Revenue Coordination

• Lead the reservations team to deliver accurate, efficient bookings for golf rounds, packages, and experiences
• Optimize reservation systems, policies, and workflows for maximum efficiency and guest satisfaction
• Monitor booking trends and collaborate with operations and revenue teams to align pricing and tee sheet utilization
• Conduct regular team training on upselling techniques and golf-specific service delivery
• Build and maintain relationships with key partners, including travel agents, tour operators, and golf-focused DMCs

Customer Service & Guest Relations

• Oversee a team of customer service agents to ensure professional handling of inquiries, complaints, and VIP requests
• Act as an escalation point for high-value or sensitive service issues, ensuring timely resolution and guest retention
• Foster a proactive, solution-oriented guest service culture
• Analyze feedback and service metrics to identify and implement continuous improvements
• Work closely with internal departments to ensure seamless delivery of guest requests

Team Leadership & Performance

• Manage schedules, workloads, and daily operations to ensure proper coverage and service levels
• Set performance KPIs, monitor progress, and provide ongoing coaching and development
• Review team structure and processes to improve productivity and service standards
• Support administrative functions such as payroll coordination and shift planning

Required Experience & Skills

• Minimum of 3 years' experience in a managerial role within reservations or customer service
• Proven experience working in a European DMC, preferably focused on golf, luxury leisure, or hospitality
• Solid understanding of golf operations, tee time management, and guest expectations within the golf tourism sector
• Strong interpersonal and leadership skills, with a hands-on and team-focused approach
• Ability to multitask under pressure and make service-driven decisions confidently
• Proficient in reservation software, CRM systems, and Microsoft Office
• Excellent spoken and written English; knowledge of additional languages (Arabic or European languages such as French, Spanish, Italian, or Greek) is an advantage

If you’re passionate about golf tourism, exceptional service, and leading dynamic teams — we’d love to hear from you.