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senior guest service centre manager

TIVOLI

<div>Company Description 
Founded in 1933 in Portugal, Tivoli Hotels &amp; Resorts has built and maintained a distinct charismatic character and elegant personality in all its properties. From cosmopolitan hideaways to seaside paradises and a growing global portfolio, Tivoli curates exceptional services and experiences for its cherished guests. 
Job Description 
In this role you are a key ambassador for the hotel and the brand, and will work with your team to create one of the most powerful first impressions for our guests. You will need a friendly outgoing personality, and will be an information provider, diplomat, salesperson and hotel representative, all of which needs to be carried out with the utmost politeness, efficiency, and friendliness. You must remain up-to-date with current knowledge about all the hotel products, services and facilities including; room types and rates, food and beverage outlets and promotions, spa and health club offerings. You will ensure that you and the team are fully compliant with all brand standards and Front Office Standard Operating Procedures. You will ensure that all guests are enjoying a positive and memorable experience. 
Qualifications<ul><li> 
College diploma in hotel management or related field.</li><li>Previous experience as an Guest Service Centre Supervisor in Front Office.</li><li>Excellent oral communication skills.</li><li>Experience with Front Office systems.</li><li>Fluent in English, both written and spoken.</li></ul></div>

Senior Guest Service Centre Manager

AWASR

<div>
 Job description:
 
 
 POSITION INFORMATION Division: Commercial
 
 
 Department: Customer Excellence
 
 
 Role Designation: Supervisor Contact Center
 
 
 Dimension:
 
 
 Voice &amp; Messaging Team Leaders (Inbound, Outbound, B2C, B2B, VIP &amp; Priority Customers)
 
 
 Reports To: Senior Manager Customer Excellence
 
 
 Internal Interfaces:
 
 QA &amp; Training, Workforce Planning, IT/Telephony, Product, Billing
 
 
 ROLE PURPOSE:
 
 
 To lead and optimise all inbound and outbound voice &amp; messaging interactions across the contact centre, ensuring exceptional customer experience, efficient queue and resource management, and continuous service improvement. This role oversees workforce management, call handling teams, system utilisation, SLA adherence, and channel performance across campaigns and service areas.KEY ACCOUNTABILITIES AND
 
 
 RESPONSIBILITIES:
 
 
 Operational Accountabilities&bull; Manage daily operational effectiveness of inbound and outbound voice and messaging teams.
 
 * Ensure all-round compliance with service levels, SOP adherence, and customer interaction handling metrics.
 
 * Deploy dynamic resourcing to meet fluctuating call volumes and campaign needs.
 
 * Act as senior escalation point for priority or sensitive voice contacts.
 
 * Analyze call trends, agent performance, and root causes of repeat calls to drive continuous improvement.
 
 * Operationalize QA, training, and script improvements based on call listening and analytics for improved customer experience.
 
 * Optimize IVR routing, contact containment, and call-backs to improve customer journeys.
 
 * SLA Achievement
 
 * Abandonment Rate
 
 * Average Wait Time
 
 * First Contact Resolution
 
 * Voice CSAT
 
 * Containment/Deflection via IVR or Callback
 
 * Employee Satisfaction
 
 * Periodically report performance to management, weekly, monthly, quarterly, etc.
 
 * Analyze contact center performance and report improvements periodically.
 
 * Maintain regulatory compliance in verbal interactions and disclosures while making it easy for customers to do business with us.
 
 * Voice leadership experience with operational and analytical depth
 
 * Calm under pressure and decisive in real-time call management
 
 * Skilled communicator and call quality advocate
 
 * Practical knowledge of call routing, ACD, and performance dashboards
 
 
 
 ROLE REQUIREMENTS:
 
 
 Educational QualificationsBachelor's degree in Business, Communications, or equivalent professional experience.
 
 Professional Qualifications &amp; Experience3 to 5 years in contact centre management, voice operations emphasis Sector of Previous Experience Telecommunications, etc.
 
 
 Language Requirements for Role:
 
 
 English mandatory, Arabic mandatory ( both verbal and written).
 
 
 Key Skills, Requirements and Knowledge * Voice leadership experience with operational and analytical depth:
 
 
 * Calm under pressure and decisive in real-time call management
 
 * Skilled communicator and call quality advocate
 
 * Practical knowledge of call routing, ACD, and performance dashboards
 
 * Good skills in Microsoft Excel and PPT
 
 
 Profile description:
 
 
 To lead and optimise all inbound and outbound voice &amp; messaging interactions across the contact cent
</div>

Supervisor Contact Center

Jumeirah Group

<div><div>Manager - Front Office - Jumeirah Muscat Bay - (2500002Y)</div><div></div><div> 
About Jumeirah
Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates an exceptional portfolio of 31 properties, including 33 signature F&amp;B restaurants, across the Middle East, Europe, Asia and Africa. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and the brand is now renowned worldwide for its distinguished beachfront resorts, esteemed city hotels and luxury residences. From the contemporary Maldivian island paradise at Jumeirah Olhahali Island to the art-inspired Jumeirah Capri Palace in Italy and the modern twist on a British classic at Jumeirah Carlton Tower in London, the brand has become synonymous with warm and generous service and the ability to craft distinctive and purposeful experiences that bring joy to guests from across the world.
About Jumeirah Muscat Bay
Set in the secluded cove of Bandar Jissah, nestled between the Al Hajar Mountains and the Gulf of Oman, Jumeirah Muscat Bay invites guests to discover Muscat&rsquo;s breathtaking nature, with mountains meeting the sea at the resort&rsquo;s doorstep. The resort features 195 rooms and suites with spectacular ocean views, including ten opulent summerhouses and villas featuring private plunge pools and private beach access.
Opened in 2022, the resort offers a diverse array of amenities, including a sprawling 1,200 square meter Talise Spa, a Pedi:Mani:Cure Studio by Bastien Gonzalez, a PADI and SSI certified dive centre, numerous leisure facilities and adventurous wellbeing experiences, plus several signature dining options and a kids club, providing ample opportunity to relax and recharge.
About the Job:
An opportunity has arisen for a Manager - Front Office to join Jumeirah Muscat Bay. The main duties and responsibilities of this role are:<ul><li>
Foster a positive work environment in Front Office, ensuring clear communication and teamwork across departments to enhance morale, productivity, and guest experience.</li><li>
Lead, delegate, and coach colleagues/Team Leaders/Managers; ensure resource availability, define required competencies, and deliver training and performance appraisals with updated SOPs.</li><li>
Oversee Opera configuration and data integrity (profiles, reservations, rates), enforce selling strategies, and run regular clean-ups of duplicate profiles and expired rates.</li><li>
Monitor Guest Satisfaction Reports, investigate service gaps, handle and resolve guest complaints per company standards, and drive corrective actions to elevate satisfaction.</li><li>
Prepare and manage the departmental budget, optimizing revenue opportunities and controlling expenses to achieve or exceed profit targets.</li><li>
Coordinate closely with Guest Services, Reservations, Sales, and Housekeeping to meet room and regulatory requirements; maintain 24/7 coverage through effective duty scheduling and build relationships with regular guests and VIPs.</li></ul></div><div> 
About you 
The ideal candidate for this position will have the following experience and qualifications:<ul><li>
Bachelor&rsquo;s degree in Hospitality or a related field (essential); a Master&rsquo;s degree is desirable.</li><li>
8&ndash;10 years&rsquo; experience in a similar role within the luxury industry.</li><li>
Strong technical proficiency in Microsoft Office (Intermediate&ndash;Advanced).</li><li>
Demonstrated problem-solving ability with effective leadership and team management skills.</li><li>
Creative, detail-oriented, and skilled in project management.</li></ul>
 About the Benefits
At Jumeirah, we are dedicated to fostering a workplace where all colleagues feel valued, supported, and inspired to grow. Our benefits package reflects this commitment by combining rewarding financial incentives, comprehensive healthcare, and opportunities for professional development.
Benefits include:<ul><li>
Access to Learning &amp; Development programmes and clear career pathways</li><li>
Opportunities for internal mobility within our global network</li><li>
Colleague discounts on food, beverage and hotel stays worldwide</li><li>
Health care and insurance benefits</li><li>
Locally competitive salary</li><li>
Locally relevant benefits as determined by the property.</li></ul><div> 
</div></div><div>
Primary Location: Oman-Muscat</div><div>
Job: Jumeirah Job Group</div><div>
Organization: Jumeirah Muscat Bay [JMBH]</div><div>
Job Posting: Nov 7, 2025, 9:51:30 AM</div></div>

Manager - Front Office - Jumeirah Muscat Bay

Jumeirah

<div>
 
 About Jumeirah
 
 
 
 Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates an exceptional portfolio of 31 properties, including 33 signature F&amp;B restaurants, across the Middle East, Europe, Asia and Africa. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and the brand is now renowned worldwide for its distinguished beachfront resorts, esteemed city hotels and luxury residences. From the contemporary Maldivian island paradise at Jumeirah Olhahali Island to the art-inspired Jumeirah Capri Palace in Italy and the modern twist on a British classic at Jumeirah Carlton Tower in London, the brand has become synonymous with warm and generous service and the ability to craft distinctive and purposeful experiences that bring joy to guests from across the world.
 
 
 
 About Jumeirah Muscat Bay
 
 
 
 Set in the secluded cove of Bandar Jissah, nestled between the Al Hajar Mountains and the Gulf of Oman, Jumeirah Muscat Bay invites guests to discover Muscat&rsquo;s breathtaking nature, with mountains meeting the sea at the resort&rsquo;s doorstep. The resort features 195 rooms and suites with spectacular ocean views, including ten opulent summerhouses and villas featuring private plunge pools and private beach access.
 
 
 Opened in 2022, the resort offers a diverse array of amenities, including a sprawling 1,200 square meter Talise Spa, a Pedi:Mani:Cure Studio by Bastien Gonzalez, a PADI and SSI certified dive centre, numerous leisure facilities and adventurous wellbeing experiences, plus several signature dining options and a kids club, providing ample opportunity to relax and recharge.
 
 
 
 About The Job
 
 
 
 An opportunity has arisen for a Manager - Front Office to join Jumeirah Muscat Bay. The main duties and responsibilities of this role are:
 
 
 <ul>
 <li>
 Foster a positive work environment in Front Office, ensuring clear communication and teamwork across departments to enhance morale, productivity, and guest experience.
 </li>
 <li>
 Lead, delegate, and coach colleagues/Team Leaders/Managers; ensure resource availability, define required competencies, and deliver training and performance appraisals with updated SOPs.
 </li>
 <li>
 Oversee Opera configuration and data integrity (profiles, reservations, rates), enforce selling strategies, and run regular clean-ups of duplicate profiles and expired rates.
 </li>
 <li>
 Monitor Guest Satisfaction Reports, investigate service gaps, handle and resolve guest complaints per company standards, and drive corrective actions to elevate satisfaction.
 </li>
 <li>
 Prepare and manage the departmental budget, optimizing revenue opportunities and controlling expenses to achieve or exceed profit targets.
 </li>
 <li>
 Coordinate closely with Guest Services, Reservations, Sales, and Housekeeping to meet room and regulatory requirements; maintain 24/7 coverage through effective duty scheduling and build relationships with regular guests and VIPs.
 
 
 </li>
 </ul>
 
 About You
 
 
 
 The ideal candidate for this position will have the following experience and qualifications:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Hospitality or a related field (essential); a Master&rsquo;s degree is desirable.
 </li>
 <li>
 8&ndash;10 years&rsquo; experience in a similar role within the luxury industry.
 </li>
 <li>
 Strong technical proficiency in Microsoft Office (Intermediate&ndash;Advanced).
 </li>
 <li>
 Demonstrated problem-solving ability with effective leadership and team management skills.
 </li>
 <li>
 Creative, detail-oriented, and skilled in project management.
 
 
 </li>
 </ul>
 
 About The Benefits
 
 
 
 At Jumeirah, we are dedicated to fostering a workplace where all colleagues feel valued, supported, and inspired to grow. Our benefits package reflects this commitment by combining rewarding financial incentives, comprehensive healthcare, and opportunities for professional development.
 
 
 
 Benefits Include
 
 
 
 <ul>
 <li>
 Access to Learning &amp; Development programmes and clear career pathways
 </li>
 <li>
 Opportunities for internal mobility within our global network
 </li>
 <li>
 Colleague discounts on food, beverage and hotel stays worldwide
 </li>
 <li>
 Health care and insurance benefits
 </li>
 <li>
 Locally competitive salary
 </li>
 <li>
 Locally relevant benefits as determined by the property.
 
 
 </li>
 </ul>
 
 Primary Location
 
 
 
 Oman-Muscat
 
 
 
 Job
 
 
 
 Jumeirah Job Group
 
 
 
 Organization
 
 
 
 Jumeirah Muscat Bay [JMBH]
 
 
 
 Job Posting
 
 
 
 Nov 7, 2025, 7:51:30 PM
</div>

Guest Service Centre Manager

<div>
 
 About Jumeirah
 
 
 
 Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates an exceptional portfolio of 31 properties, including 33 signature F&amp;B restaurants, across the Middle East, Europe, Asia and Africa. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and the brand is now renowned worldwide for its distinguished beachfront resorts, esteemed city hotels and luxury residences. From the contemporary Maldivian island paradise at Jumeirah Olhahali Island to the art-inspired Jumeirah Capri Palace in Italy and the modern twist on a British classic at Jumeirah Carlton Tower in London, the brand has become synonymous with warm and generous service and the ability to craft distinctive and purposeful experiences that bring joy to guests from across the world.
 
 
 
 About Jumeirah Muscat Bay
 
 
 
 Set in a secluded cove at Bandar Jissah, between the Al Hajar Mountains and the Gulf of Oman, Jumeirah Muscat Bay invites guests to experience Muscat&rsquo;s breathtaking natural beauty, where mountains meet the sea at the resort&rsquo;s edge. The resort offers ocean-facing rooms and suites, as well as summerhouses and villas with private plunge pools and direct beach access. Guests can also enjoy Jumeirah&rsquo;s signature Talise Spa, an SSI-certified dive centre, diverse dining options, and a dedicated Kids Club.
 
 
 
 About The Job
 
 
 
 An exciting opportunity has arisen for a
 
 Guest Relations Executive
 
 to join
 
 Jumeirah Muscat Bay
 
 . The main duties and responsibilities of this role include:
 
 
 <ul>
 <li>
 Greet guests warmly and engage in friendly conversation to ensure they feel comfortable and welcome upon arrival.
 </li>
 <li>
 Schedule dining reservations and coordinate special services or occasions such as anniversaries and birthdays, following Restaurant Reservations SOP.
 </li>
 <li>
 Use the F&amp;B Enquiry/Booking checklist to handle restaurant enquiries and bookings efficiently, maintaining high standards.
 </li>
 <li>
 Escort guests to their tables, share names with relevant staff, match the dining pace, and present menus promptly after seating.
 </li>
 <li>
 Familiarize with the menu and signature dishes to answer guest queries, describe Chef specials, and recommend food and beverage pairings.
 
 
 </li>
 </ul>
 
 About You
 
 
 
 The ideal candidate for this position will have the following experience and qualifications:
 
 
 <ul>
 <li>
 1-2 years of experience in guest service-related work in a 5-star hotel
 </li>
 <li>
 Highschool diploma or Secondary education
 </li>
 <li>
 Charming and Pleasing personality with hospitable disposition
 </li>
 <li>
 Strong Customer service orientation and ownership
 
 
 </li>
 </ul>
 
 About The Benefits
 
 
 
 At Jumeirah, we are dedicated to fostering a workplace where all colleagues feel valued, supported, and inspired to grow. Our benefits package reflects this commitment by combining rewarding financial incentives, comprehensive healthcare, and opportunities for professional development.
 
 
 
 Benefits Include
 
 
 
 <ul>
 <li>
 Access to Learning &amp; Development programmes and clear career pathways.
 </li>
 <li>
 Opportunities for internal mobility within our global network.
 </li>
 <li>
 Colleague discounts on food, beverage and hotel stays worldwide.
 </li>
 <li>
 Health care and insurance benefits.
 </li>
 <li>
 Locally competitive salary.
 </li>
 <li>
 Locally relevant benefits as determined by the property.
 
 
 </li>
 </ul>
 
 Primary Location
 
 
 
 Oman-Muscat
 
 
 
 Job
 
 
 
 Jumeirah Job Group
 
 
 
 Organization
 
 
 
 Jumeirah Muscat Bay [JMBH]
 
 
 
 Job Posting
 
 
 
 Oct 23, 2025, 7:33:58 PM
</div>

Guest Relations Executive - Food & Beverage - Jumeirah Muscat Bay

Mandarin Oriental Hotel Group

<div>Guest Relations Manager

Mandarin Oriental Muscat is looking for a Guest Relations Manager to join our Guest Relations team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognized for creating some of the world&rsquo;s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

Mandarin Oriental Muscat

Situated in a prime beachfront location, Mandarin Oriental, Muscat is a chic urban resort that offers 150 stylishly appointed guestrooms and suites, five restaurants and bars, a lush Spa at Mandarin Oriental, and an outdoor swimming pool. The hotel features a one-of-a-kind ballroom boasting spectacular views of the Arabian Sea as well as a variety of banquet and meeting spaces to accommodate social and business events.

For those seeking a luxury living experience in one of Muscat&rsquo;s most desirable districts, an exclusive collection of 155 Residences at Mandarin Oriental combines the Group&rsquo;s legendary service, world-class amenities and sweeping sea or mountain views.

Responsibilities
<ul>
<li>Responsible for the success of all Guest Relation matters and activities. Success is defined by the Director of Rooms</li>
<li>Creates MOWow Moments that surprise and inspire our guests</li>
<li>Being able, and regularly performing, duties of all functions within the Front Office, Concierge Desk and Club Lounge as per the demands of the operations.</li>
<li>Be present at the Front Office, Club Lounge and Lobby during peak hours and support the Team operationally</li>
<li>Being an ambassador of the hotel, both being actively engaging with guests and with colleagues.</li>
<li>Ensure that all applicable standards, both in terms of quality, sustainability and FLHSS of the Rooms Division, policies and rules are properly understood and followed through.</li>
<li>Creating unique internal experiences for our guests in collaboration with all departments.</li>
<li>Focus on process improvement and implement innovative solutions to challenges of our business or service improvements.</li>
<li>Supports the Front Office Manager, Club Lounge Manager and Chief Concierge in daily operations</li>
<li>Is a role model for grooming standards, MOHG pillars and behaviours</li>
<li>Leads the Guest Relation team by setting goals, developing the team members, providing hands-on support operationally, planning the Guest Relation schedule and more</li>
<li>Actively advertises our Fans of MO guest recognition program to our guests</li>
<li>Ensure and maintain a very high standard of personal hygiene, behaviour and grooming standards of staff.</li>
<li>Attend Management meetings as scheduled.</li>
<li>Handle all guest complaints and comments tactfully.</li>
<li>Train the Front of House Teams in handling guest feedbacks, complaints and how to process hints given by the guests in conversations to ensure highest guest satisfaction levels.</li>
<li>Cooperate and coordinate teamwork with other departments.</li>
<li>Perform Manager on Duty shifts.</li>
</ul>
Our commitment to you
<ul>
<li>Learning &amp; Development. Your success is our success. We craft unique learning and development programmes for various stages in your career so that you grow, continuously.</li>
<li>MOstay. When you work as hard as our colleagues do, it&rsquo;s important to take time off. As a member of the #MOfamily, you can stay with us wherever you go in the world. The MOstay programme offers complimentary nights and additionally attractive rates on rooms for you and your loved ones.</li>
<li>Heath &amp; Colleague Wellness. Finding the right work-life balance is important. Your wellbeing matters to us. A variety of health benefits and wellness programmes are offered to all our colleagues, globally.</li>
<li>Retirement Plans. When you show commitment to us, we reciprocate. We offer different retirement plans depending on the length of your service and your role.</li></ul></div>

Guest Relations Manager

Explore 297+ Senior guest service centre manager in Muscat Oman this November. Find roles across top companies and apply now to boost your career.

297 senior guest service centre manager jobs IN Muscat Oman

Senior Guest Service Centre Manager

Supervisor Contact Center

Manager - Front Office - Jumeirah Muscat Bay

Manager - Front Office - Jumeirah Muscat Bay

Guest Service Centre Manager

Guest Relations Executive - Food & Beverage - Jumeirah Muscat Bay

Guest Relations Manager