Golf Reservations & Customer Service Manager

Confidential Government or Semi-government Entity; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

A leading Golf Resort is seeking a highly motivated Central Reservation & Customer Service Manager to enhance the guest experience. The role involves managing a team to ensure exceptional service standards and efficient booking practices within a luxury setting. The ideal candidate will have proven success in golf tourism or luxury hospitality, backed by strong leadership and customer service experience.

Qualifications

• Minimum 3 years' experience in reservations or customer service management.
• Experience in a European DMC focused on golf or luxury hospitality.
• Excellent spoken and written English; knowledge of other languages is a plus.

Responsibilities

• Lead the reservations team for accurate bookings in golf.
• Oversee customer service agents for professional inquiry handling.
• Set performance KPIs and manage team schedules.

Skills

Leadership

Interpersonal Skills

Multitasking

Customer Service

Tools

CRM Systems

Reservation Software

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.