Senior Manager - Customer Contact Centre
Skills
About This Role
Overview
- 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 strong culture of accountability
- Leverage data and analytics to optimise service levels, conversion, and customer engagement
- Partner closely with Revenue, Digital, and Operations teams to align strategy, inventory, and demand performance
- Ensure every guest interaction is seamless, responsive, and commercially effective
- Build a scalable, future-ready Contact Centre model to support business expansion
- You'll thrive in this role if you:
- Have led a large-scale Contact Centre, Central Reservations or Customer Experience function with full ownership of performance outcomes
- Have managed multi-channel environments (voice, digital, chat, automation) in hospitality, airline, travel, retail, e-commerce or similar high-volume sectors
- Think commercially and understand conversion, yield, upsell strategy and revenue impact
- Have successfully implemented technology, automation or digital optimisation initiatives
- Use data confidently to make decisions, drive accountability and improve measurable results
- Are energised by transformation not just maintaining the status quo
- Build and develop high-performing teams
- Balance customer-centric thinking with operational discipline
- Thrive in fast-growth environments where scalability and agility matter
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