Operations Manager, Customer Service

Jobsatdubai; Dubai; On-site; AED 167,400 - 279,000; Full time

Job summary

Jobsatdubai in Dubai is seeking an Operations Manager, Customer Service to lead the Reservations department at Atlantis Dubai. This role requires a minimum of 2-3 years in a management position and at least 8 years of reservations experience in a large-scale call center environment.

Key responsibilities include overseeing daily operations, managing team performance, and ensuring customer satisfaction. The ideal candidate will have a strong background in reservations metrics and processes, making operational improvements as needed.

Qualifications

• Minimum 2-3 years experience in a management position in a call center.
• 8+ years experience in reservations, preferably in hospitality.
• Experience managing teams and overseeing performance management.

Responsibilities

• Oversee and support the Reservations department operation.
• Recruit and train new staff in the team.
• Handle performance management and disciplinary actions as needed.

Skills

Team management

Performance management

Customer service experience

Operational improvement

Reservations systems

Job description

Operations Manager, Customer Service

As the Operations Manager, Customer Service (Reservations), you will oversee and provide support daily to the Reservations department, ensuring a smooth and efficient operation in order to achieve maximum revenue to meet or exceed the revenue targets of Atlantis Dubai. As a senior member of the reservations team, you will be involved in the recruitment of staff, as well as training new members of the team and responding to customers queries and complaints when required. You will also be responsible for the management of the team, leading performance management (PMP/IDP), disciplinaries when necessary, and keeping the team motivated and developing them in their own careers.

Another key aspect of this role will involve supporting the Reservations Director in their daily objectives and ensuring the standards of service are maintained across the entire operation, through the use of SOPs and a commitment to departmental training.

About you

The successful Operations Manager, Customer Service (Reservations) candidate will have a minimum of 2-3 years’ experience in a similar manager level position, overseeing a reservations/customer service team in a large-scale call center environment, such as a hotel or similar, working with rooms reservations, F&B reservations, etc, as well as having 8+ years’ experience working in reservations. You will have managed teams and had direct reports in a call center environment, handled performance management, disciplinary’s, and have a proven track record of implementing improvements, both operationally and within the team, as well as fully understanding room reservations metrics, processes, and booking systems.

You will also have experience of performing and managing, tracking ‘no shows’/late cancellation, booking.com, commissions, rate loading, package creation, WHL market segment and groups.