Operations Director, Customer Experience

6 days ago


Dubai, Dubai, United Arab Emirates Kerzner International Full time

About Atlantis, The Palm

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, our resorts are unique destinations full of life, wonder, and surprise.

As a senior member of the reservations team, you will oversee and provide support daily to ensure a smooth and efficient operation to achieve maximum revenue. You will be involved in recruitment, training new members of the team, and responding to customer queries and complaints when required.

You will also be responsible for the management of the team, leading performance management, disciplinaries when necessary, and keeping the team motivated and developing them in their own careers.

About The Role

This role involves 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 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. You will have managed teams and had direct reports in a call center environment, handled performance management, disciplinaries, and have a proven track record of implementing improvements, both operationally and within the team.



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