Operations Manager, Reservations and Call Center
(19500)
A part of Kerzner International, a global leader in luxury hospitality, Atlantis, The Palm is a world where iconic stays, legendary adventures, and the boldest flavours all come together to transport guests to A World Away.
The iconic resort, located on the crescent of Palm Island, features 1,544 Rooms, Suites, and Signature Suites, each designed with thoughtful details inspired by the sea. It is the ultimate destination for world-class dining, bringing together some of the most renowned celebrity chefs and Michelin-starred restaurants. The resort is also home to unforgettable experiences, from record-breaking thrills at the world’s largest waterpark to stunning views of 65,000 marine animals in the aquarium, and close encounters with resident Indo-Pacific dolphins at Dolphin Bay.
Behind this extraordinary destination are over 6,000 colleagues from 129 nationalities. Together, we foster a vibrant and inclusive culture where talent is nurtured, wellbeing is prioritised, and careers truly thrive.
About the Role
The Operations Manager, Reservations & Call Center oversees the end-to-end performance of the reservations and call center operations, ensuring exceptional guest experience, operational efficiency, and revenue optimization. The role provides strategic and hands-on leadership across people, processes, systems, and quality assurance, while supporting the Director of Reservations & Call Center in achieving departmental objectives. Responsibilities include workforce planning, KPI management, technology optimization, Forbes compliance, stakeholder collaboration, and driving continuous improvement across all reservation channels.
About You
You are a results-driven leader with strong operational, analytical, and people management skills, and a deep understanding of reservations systems, call center metrics, and luxury hospitality standards. You excel at developing high-performing teams, improving processes through data-driven insights, and delivering seamless guest experiences across multiple channels. With a collaborative mindset, strong communication skills, and a passion for innovation, you are comfortable working cross-functionally, managing change, and consistently exceeding service and performance targets.
We offer a competitive, tax-free salary paid in UAE Dirhams (AED), alongside a wealth of benefits. These include generous food and beverage privileges, exclusive discounted rates at all Kerzner properties worldwide, comprehensive health insurance (with dental coverage), annual flights home, life insurance, an incentive program, and a variety of colleague wellness and social initiatives.
With a strong emphasis on learning and development, colleagues at Atlantis enjoy access to world-class training, career mobility, and internal growth opportunities across the Kerzner portfolio - making this an ideal environment for ambitious individuals seeking a long-term, fulfilling career in luxury hospitality. Join the A-Team and discover the extraordinary.
