Job description

The Operations Manager, Reservations and Call Center at Atlantis, The Palm, part of Kerzner International, is responsible for overseeing the end-to-end performance of reservations and call center operations within a luxury hospitality environment. The role ensures exceptional guest experience, operational efficiency, and revenue optimization across all reservation channels. Reporting to and supporting the Director of Reservations & Call Center, the position provides both strategic and hands-on leadership across people, processes, systems, and quality assurance. Key accountabilities include workforce planning, KPI management, technology optimization, Forbes compliance, stakeholder collaboration, and driving continuous improvement initiatives. The role requires strong expertise in reservations systems, call center metrics, and luxury hospitality standards, alongside the ability to develop high-performing teams, implement data-driven process improvements, manage change, and consistently exceed service and performance targets in a large-scale, multi-channel resort operation.