Operations Manager - Reservations and Call Center - Atlantis The Palm - Dubai, UAE

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

Operations Manager - Reservations and Call Center at Atlantis The Palm Dubai leads end-to-end reservations and contact center performance within one of the UAE's most prestigious luxury hospitality destinations.

This leadership role drives guest experience excellence, revenue optimization, workforce planning, and operational efficiency across all reservation channels in Dubai's competitive tourism market.

Job Details

• Country: UAE
• City: Dubai
• Industry: Hospitality
• Function: Management
• Salary: 28000-38000 monthly (Market estimated)
• Gender: Any
• Candidate Nationality: Any
• Job Type: Full-time

Key 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

Ideal Profile

• 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

Skills Set

• 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

Why Join Us

• Competitive tax-free salary paid in UAE Dirhams
• Comprehensive medical and dental insurance coverage
• Annual flight ticket and life insurance benefits
• Exclusive hospitality privileges and global resort discounts
• Access to leadership development and career mobility programs
• Opportunity to lead within Dubai's iconic luxury resort environment

About the Company

Atlantis The Palm, part of Kerzner International, is a world-renowned luxury resort located on Palm Jumeirah in Dubai. With award-winning dining, large-scale attractions, and premium guest experiences, Atlantis continues to set global standards in hospitality while offering dynamic leadership career opportunities in Dubai's thriving tourism industry.