Customer Contact Centre Manager

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.

Requirements

• Lead a centralised Reservations & Guest Contact operation across multiple hotels
• Turn enquiries into confirmed bookings through strong conversion focus
• Coach and develop a high-performing team across voice, email and digital channels
• Set clear performance standards and keep the team accountable
• Make sure systems (PMS, CRS, CRM, telephony) are working smarter not harder
• Spot inefficiencies and improve processes where they matter
• Work closely with Revenue, Digital and Operations to maximise performance
• Ensure every guest interaction feels seamless and responsive
• Prepare the function to scale as new properties open