Luxury Reservations Quality Lead

Dubai Holding LLC; Dubai; On-site; AED 290,000 - 469,000; Full time

Benefits offered by this job

Learning & development programmes

Career pathways

Internal mobility within global netwok

Colleague discounts on hotel stays

Healthcare and life insurance coverage

Paid annual leave entitlement

Incentive programmes aligned with领导

Job summary

Jumeirah Group & Corporate in Dubai, UAE, seeks a Manager – Reservations Quality to elevate service standards across voice, email, and digital channels. You will audit interactions, drive quality KPI adherence, and guide training initiatives in a luxury hospitality environment.

The role requires 3–5 years in a similar setting, proficiency with Genesys and Salesforce, and a client-centric, culturally aware approach.

Qualifications

• 3–5 years in a quality or training role within luxury hospitality or contact centres.
• Proven track record of meeting quality targets through client-centric approaches.
• Strong communication, emotional intelligence and cultural sensitivity.

Responsibilities

• Conduct audits of reservations interactions across voice, email, and digital channels.
• Design and deliver training sessions on conversion techniques and personalization.
• Develop and update eLearning modules to keep content current.
• Establish operational frameworks with clear performance reporting.
• Collaborate with stakeholders to implement process improvements and automation.

Skills

Quality auditing

Training design

Stakeholder collaboration

Omni-channel experience

English fluency

Analytical skills

Tools

Genesys

Salesforce

Job description

Jumeirah Group & Corporate in Dubai, UAE, seeks a Manager – Reservations Quality to elevate service standards across voice, email, and digital channels. You will audit interactions, drive quality KPI adherence, and guide training initiatives in a luxury hospitality environment.

The role requires 3–5 years in a similar setting, proficiency with Genesys and Salesforce, and a client-centric, culturally aware approach.