Luxury Reservations & Call Center Ops Lead - Dubai

Atlantis; Dubai; On-site; AED 312,480 - 424,080; Full time

Benefits offered by this job

Competitive tax-free salary in UAE Dirhams

Comprehensive medical and dental insurance

Annual flight ticket

Life insurance benefits

Exclusive hospitality privileges

Access to leadership development programs

Job summary

Atlantis in Dubai seeks an Operations Manager for Reservations and Call Center to enhance guest experiences and streamline operations. This leadership position focuses on revenue optimization, workforce planning, and service excellence across luxury hospitality platforms.

Ideal candidates will have proven experience and strong skills in managing reservations, call center operations, and developing high-performing teams. Atlantis offers competitive salaries and various comprehensive benefits including medical, flight tickets, and hospitality privileges.

Qualifications

• Proven experience in reservations or call center leadership within luxury hospitality.
• Strong understanding of reservation systems and call center performance metrics.
• Demonstrated experience in revenue management and data-driven decision making.
• Excellent people management and team development skills.
• Strong analytical, operational, and problem-solving capabilities.
• Ability to manage change and drive process improvements.
• Excellent communication and stakeholder collaboration skills.

Responsibilities

• Oversee daily operations of reservations and call center teams to ensure service excellence.
• Manage workforce planning, scheduling, and resource allocation.
• Monitor and analyze KPIs including conversion rates, call handling time, and revenue metrics.
• Drive revenue optimization strategies across all reservation channels.
• Ensure compliance with luxury service standards and Forbes guidelines.
• Optimize reservations technology platforms and system performance.
• Lead quality assurance initiatives and continuous process improvements.
• Collaborate with revenue management, front office, sales, and marketing teams.
• Develop and mentor high-performing teams through training and performance management.
• Support the Director of Reservations and Call Center in achieving departmental objectives.

Skills

Reservations operations management

Call center performance optimization

KPI analysis and reporting

Revenue and conversion strategy

Workforce planning and scheduling

Luxury hospitality service standards

Cross-functional collaboration

Job description

Atlantis in Dubai seeks an Operations Manager for Reservations and Call Center to enhance guest experiences and streamline operations. This leadership position focuses on revenue optimization, workforce planning, and service excellence across luxury hospitality platforms.

Ideal candidates will have proven experience and strong skills in managing reservations, call center operations, and developing high-performing teams. Atlantis offers competitive salaries and various comprehensive benefits including medical, flight tickets, and hospitality privileges.