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 centralized 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, ...