
Kerzner
Operations Manager, Reservations and Call Center
- Permanent
- Dubai, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 16/04/2026
Job overview
Date posted
02/03/2026
Location
Dubai, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Manager
Qualification
Bachelors degree
Expiration date
16/04/2026
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.
Required skills
Key responsibilities
- Oversee end-to-end performance of reservations and call center operations to ensure exceptional guest experience and operational efficiency
- Lead workforce planning, KPI management, and performance monitoring to achieve departmental objectives
- Drive revenue optimization initiatives across all reservation channels
- Provide strategic and hands-on leadership across people, processes, systems, and quality assurance functions
- Support the Director of Reservations & Call Center in achieving operational and financial targets
- Ensure compliance with Forbes standards and luxury hospitality service benchmarks
- Optimize reservations systems and call center technologies to enhance efficiency and service quality
- Collaborate with cross-functional stakeholders to improve service delivery and operational alignment
- Implement continuous improvement initiatives based on data-driven insights and call center metrics
- Develop and manage high-performing teams while fostering a culture of excellence and accountability
Experience & skills
- Strong operational leadership experience within reservations and call center environments
- Deep understanding of reservations systems and call center metrics
- Experience in KPI management, workforce planning, and revenue optimization
- Knowledge of luxury hospitality standards and Forbes compliance requirements
- Proven ability to improve processes through data-driven analysis
- Strong people management and team development capabilities
- Ability to manage change and drive continuous improvement initiatives
- Excellent communication and stakeholder collaboration skills
- Results-driven mindset with ability to consistently exceed service and performance targets
- Comfortable working cross-functionally within a large-scale hospitality organization