Director, Luxury Guest Contact & Reservations

Wynn Al Marjan Island; Abu Dhabi; Presencial; AED 320.000 - 520.000; Jornada completa

Descripción de la vacante

Wynn Al Marjan Island is seeking a Director of Call Center Operations to lead the resort's centralized guest contact operations across PBX, reservations for guest rooms, gaming, and restaurants. The role focuses on delivering a highly personalized, seamless service experience while driving commercial performance and operational excellence.

The position requires strong strategic oversight, collaboration with Rooms, Gaming, F&B, and other departments, and a proven track record in luxury service

Formación

• Bachelor's degree in hospitality management, business administration or related field.
• Strong leadership with experience in luxury or high-end service environments.
• Deep knowledge of call center technologies and reservation platforms.

Responsabilidades

• Provide strategic and operational leadership across PBX, guest room/gaming/restaurant reservations.
• Define and execute Call Center Operations strategy aligned with resort objectives and guest standards.
• Oversee end-to-end call center performance across all guest contact channels.
• Drive revenue through optimized conversion across rooms, dining, and gaming reservations.
• Establish KPIs for service levels, responsiveness, conversion, productivity, quality and guest satisfaction.

Conocimientos

Leadership

Operations strategy

Guest services

PBX systems

Opera

Salesforce

English fluency

Educación

Bachelor's degree

Herramientas

Salesforce

Opera

OpenTable

Descripción del empleo

Wynn Al Marjan Island is seeking a Director of Call Center Operations to lead the resort's centralized guest contact operations across PBX, reservations for guest rooms, gaming, and restaurants. The role focuses on delivering a highly personalized, seamless service experience while driving commercial performance and operational excellence.

The position requires strong strategic oversight, collaboration with Rooms, Gaming, F&B, and other departments, and a proven track record in luxury service