Operations Manager, Customer Service
(15182 )
At Atlantis, we exist to bring the extraordinary to every holiday and experience through connection, empowerment, precision, care and warmth. Inspired by the majesty and mystery of the ocean, Atlantis resorts are unique destinations full of life, wonder and surprise, where we seek to exceed our guests’ expectations at every possible turn.
Nestled between the calm turquoise waters of the Arabian Gulf and the majestic Dubai skyline, Atlantis, The Palm is the crown of the world-famous Palm island in Dubai. With a sense of exhilaration and discovery, we create unforgettable memories by providing guests the opportunity to discover an extraordinary world filled with thrilling adventures. Whether we are designing a couple’s retreat or serving the extraordinary in one of our award-winning celebrity chef restaurants, we approach everything with imagination to spark a sense of courage, inspiration and innovation. This is not simply our job, it’s our passion.
About The role
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.
Atlantis Dubai is an iconic entertainment destination comprised of two world-class resorts; Atlantis, The Palm and Atlantis, The Royal; offering an unbeatable opportunity for you to grow and develop in your career. Join a team that is adventurous, creative, warm-hearted and extroverted. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
