Guest Experience Manager

The Guest Experience Manager leads the reservations and concierge onsite teams, aligning them to optimize customer service operations, sales, and B2B output. The role also includes managing and directing assistant managers and their respective teams of concierge agents and reservations executives by communicating senior leadership expectations, leading change programs, and acting as a point of escalation. The role is dynamic, responding to senior leadership requirements such as leading initiatives, executing sales targets, optimizing processes, and leading small to medium projects to implement changes across technology, processes, and people. The Reservations Manager is proficient in people management, including performance management, disciplinary processes, hiring, and personnel development, and has a solid foundation in reservations experience. The ideal candidate will focus on business performance excellence, continuous business improvement, employee experience, insightful reporting, sales, achieving operational efficiencies, and building stakeholder relationships.

Job Scope:

Leadership & Team Management

• Lead, mentor, and inspire a team of Assistant Managers, Concierge Executives, Reservations Agents, and Specialists.
• Foster collaboration, accountability, and continuous development within the team.
• Drive engagement and morale through recognition, open communication, and feedback.
• Act as an escalation point, using sound judgment and company policies to guide decisions.
• Represent the team in leadership forums and champion operational priorities.

Operational Excellence

• Ensure delivery of world-class omni-channel customer service (phone, email, chat, social media, in-person).
• Develop and monitor KPIs for service quality, sales, and performance.
• Lead process improvements, SOP updates, and new system integrations.
• Manage guest escalations (B2B & B2C) to ensure swift resolution and satisfaction.
• Oversee compliance with all company policies, working hours, and service standards.

Business Performance & Improvement

• Analyze performance data to identify improvement opportunities and optimize operations.
• Lead business improvement and lean initiatives to enhance productivity.
• Partner with cross-functional teams (Sales, PMO, Operations) to drive ROI on initiatives.
• Present findings and recommendations to leadership for informed decision-making.

Reporting & Analytics

• Develop dashboards and reports to track KPIs, service levels, and customer satisfaction.
• Provide actionable insights for resource planning and forecasting.
• Collaborate with Workforce Management to ensure operational efficiency and manpower optimization.

Collaboration & Stakeholder Management

• Partner with Marketing, Sales, and IT to ensure seamless coordination across functions.
• Maintain strong relationships with Yas Island theme parks, off-island attractions, and external clients.
• Lead task forces during key projects, product launches, or seasonal peaks.
• Serve as a trusted advisor to leadership, bringing front-line insights to strategic discussions.

Qualifications & Experience

• Bachelor’s degree in Business Management or equivalent.
• Certifications in Contact Centre Management (COPC), CX, Leadership, Lean Six Sigma, or Project Management are an advantage.
• 3+ years’ experience in customer service operations, hospitality, or customer experience.
• At least 1 year of managing process improvement or business performance programs.
• Strong analytical, leadership, and communication skills with a passion for people and service.
• Proven ability to manage omni-channel operations in a fast-paced environment.
• Strong leadership and people management skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with experience in data-driven decision-making.
• Proficiency in customer service software and tools.
• Strategic thinker with a continuous improvement mindset.
• Ability to work in a fast-paced and dynamic environment.
• Fluent in English

Desirable:

• English and Arabic fluency or any other language.

Coaching and mentorship skills.