Job Description
Senior Manager - Customer Contact Centre
A fast-growing lifestyle hospitality group is looking for an operationally strong quality driven sharp leader to head up its Central Reservations and Guest Contact function across multiple properties.
This isn't a back-office reservations role.
You'll lead the team that shapes the guest journey before check-in even begins.
In this role, you'll:
- Lead and transform a centralised Reservations & Guest Contact operation across multiple hotels
- Drive booking conversion and revenue performance across all contact channels
- Design and implement innovative, technology-enabled solutions that enhance efficiency and deliver measurable commercial impact
- Coach and develop a high-performing, multi-channel team across voice, email, and digital platforms
- Establish clear KPIs, performance standards, and a stro...