Manager - Reservations Quality - Global Contact Centre

DUBAI HOLDING; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A luxury hospitality leader based in the United Arab Emirates is seeking a Manager – Reservations Quality. This role involves conducting audits of reservations interactions, delivering training on conversion techniques, and collaborating on process improvements to enhance guest experiences. The ideal candidate should possess 3–5 years of experience in luxury hospitality, strong communication skills, and proficiency in Contact Centre systems. A competitive tax-free salary and comprehensive benefits package are offered alongside opportunities for professional development.

Benefits

Colleague discounts on food and hotel stays

Comprehensive healthcare and life insurance

Paid annual leave

Qualifications

• 3–5 years of experience in luxury hospitality or client engagement service.
• Proven ability to achieve quality targets through a client-centric approach.
• Fluent in English; additional languages (Arabic, French, Russian, Mandarin) are advantageous.

Responsibilities

• Conduct audits of reservations interactions across various channels.
• Deliver training sessions on conversion techniques and personalization strategies.
• Implement process improvements for enhanced guest experience.

Skills

Client-centric approach

Interpersonal skills

Communication skills

Emotional intelligence

Proficiency in Contact Centre OMNI systems

Tools

Genesys

Salesforce

Job description

Overview

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.

Responsibilities

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

Qualifications

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).

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)