Central Reservations & Customer Service Manager

Dubai Golf; Dubai; On-site; AED 60,000 - 80,000; Full time

Job summary

A premium golf service provider in Dubai seeks a highly motivated and experienced Central Reservation & Customer Service Manager. You will lead the reservations and customer service team, ensuring high-volume bookings are managed and guest satisfaction is prioritized. The ideal candidate has at least 3 years of management experience in reservations or customer service, preferably within golf tourism or luxury hospitality, and possesses strong interpersonal skills.

Qualifications

• Minimum of 3 years' managerial experience in reservations or customer service.
• Proven experience with European DMCs, particularly in golf or luxury hospitality.
• Solid understanding of golf operations and guest expectations.

Responsibilities

• Lead the reservations team for efficient bookings and service delivery.
• Oversee customer service agents, resolving inquiries and complaints.
• Manage team performance, including schedules and KPIs.

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.