Hotel Operations Lead - 24/7 Reservation Center

Jardine Service Centre; Mandaluyong; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Jardine Service Centre Philippines is seeking a Hotel Operations Manager to lead operational readiness during migration and oversee daily delivery in a 24/7 contact center environment. You will drive SOP enhancements, performance metrics, and escalation processes to ensure seamless guest experiences.

Role requires 5+ years in operations within hospitality or premium shared services, with strong data interpretation and cross-functional leadership.

Qualifications

• Minimum 5+ years of operational management experience within hospitality, travel, luxury commercial, premium shared services, or high-end contact center.
• Proven experience supporting project start-ups, system migrations, process mapping, and UAT execution.
• Strong background in managing multi-shift, around-the-clock operations, including scheduling and night-shift optimization.
• Ability to interpret operational data, build performance reports, and use metrics to drive root-cause solving.
• Commitment to luxury brand standards while balancing efficiency and speed.
• Familiarity with workforce management, Knowledge Management Systems, and core telephony platforms (e.g., Genesys).
• Ability to build relationships and communicate updates across executive and project levels.
• Strong team-building capability under high-pressure, live-launch conditions.

Responsibilities

• Lift SOPs for hotel reservation desk and update to fit centralized service model.
• Log call types, analyze volumes, and create precise handling playbooks.
• Audit KMS and design localized user tracks and navigable paths for agents.
• Write UAT case scripts and monitor live IT platform testing, logging defects.
• Architect internal escalation paths and brand-centric processes to improve guest journeys.
• Own operational performance, occupancy, and 24/7 desk adherence across channels.
• Track KPIs, SLAs, response times, abandon rates, and quality scores.
• Lead call-listening sessions and coach-the-coach programs with Training/QM.
• Oversee capacity planning, rosters, and performance routines for 24/7 coverage.
• Translate data trends into actionable process refinements to reduce friction.
• Collaborate across functions to ensure smooth transitions from project milestones to BAU.

Skills

Operational management

Project management

Data interpretation

Client/Stakeholder communication

Team leadership

UAT testing

Tools

Genesys

Knowledge Management System

Telephony platforms

Job description

Jardine Service Centre Philippines is seeking a Hotel Operations Manager to lead operational readiness during migration and oversee daily delivery in a 24/7 contact center environment. You will drive SOP enhancements, performance metrics, and escalation processes to ensure seamless guest experiences.

Role requires 5+ years in operations within hospitality or premium shared services, with strong data interpretation and cross-functional leadership.