Manager - Reservations Quality - Global Contact Centre - Jumeirah Group & Corporate

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

Manager - Quality - Global Contact Centre - Jumeirah Group & Corporate

United Arab Emirates

Trending

Job Description

About Jumeirah

Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates an exceptional portfolio of 29 properties across 11 countries in the Middle East, Europe, and Asia. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and the brand is now renowned worldwide for its distinguished beachfront resorts, esteemed city hotels and exclusive residences. From the contemporary Maldivian island paradise at Jumeirah Olhahali Island to the art-inspired Jumeirah Capri Palace in Italy and the modern twist on a British classic at Jumeirah Carlton Tower in London, the brand has become synonymous with warm and generous service and the ability to craft distinctive and purposeful experiences that bring joy to guests from across the world.

About the Job

An exciting opportunity has arisen for a Manager – Reservations Quality to join Jumeirah Group & Corporate. The main duties and responsibilities of this role include:

• Conduct comprehensive audits of reservations interactions across voice, email, and digital channels, ensuring compliance with Jumeirah guest KPI’s, SOPs and brand standards.
• Design and deliver targeted training sessions and refresher courses on conversion techniques, personalization strategies, and systems
• Designing and updating eLearning modules and training content to maintain relevance and accuracy
• Establish strong operational frameworks and delivering clear performance reporting on performance and training metrics
• Collaborate with stakeholders to implement process improvements and automation initiatives that enhance efficiency and guest experience

About You

The ideal candidate for this position will have the following experience and qualifications:

• 3–5 years of experience in a similar role in luxury hospitality, or high-value client engagement service contact centres.
• Proven ability to consistently achieve and exceed stretched quality targets through a client-centric, commercially driven approach
• Strong interpersonal and communication skills, with high emotional intelligence, cultural sensitivity, and discretion
• Advanced proficiency in Contact Centre OMNI systems such as Genesys and Salesforce, with the ability to analyse and present on trends, performance and areas of opportunity to inform operational strategies
• Fluent English; additional languages are an advantage (Arabic, French, Russian, or Mandarin).

About the Benefits

At Jumeirah, we are dedicated to fostering a workplace where colleagues feel valued, supported, and inspired to grow. Our benefits package reflects this commitment by combining rewarding financial incentives, comprehensive healthcare, and opportunities for professional development. Benefits include:

• Supportive and inclusive work environment
• Access to Learning & Development programmes and clear career pathways
• Opportunities for internal mobility within our global network
• Colleague discounts on food, beverage, and hotel stays worldwide
• Comprehensive healthcare and life insurance coverage
• Paid annual leave entitlement
• Incentive programmes aligned with leadership performance
• Competitive tax-free salary paid in UAE Dirhams (AED)