Site Leader CEC Dubai

Position Summary
The Site Leader holds full responsibility for the overall performance, leadership, and strategic direction of the contact center. This role partners closely with the Leadership Team to deliver strong performance in areas such as sales, guest and associate satisfaction, revenue generation, financial management, and operations. As a key business leader, the Site Leader cultivates strong relationships with properties, regional teams, and owners, serving as the principal interface for hotel partners.

Key Responsibilities

Operational Leadership

• Oversee and manage performance metrics, including revenue, sales conversion, and call center KPIs.
• Ensure effective financial performance of the center.
• Drive overall guest and associate satisfaction across the operation.
• Manage human resources-related processes including hiring, onboarding, associate relations, payroll, performance evaluations, and scheduling.
• Partner with hotel properties to resolve issues, answer questions, and enhance booking experiences.
• Coordinate internal planning and leadership of all aspects of center operations.
• Support administration of policies, procedures, systems, and compliance with safety standards.

Sales and Revenue Generation

• Drive achievement of call center sales goals including conversion rates and revenue per call.
• Participate in the sales process and build relationships with key customers and property partners.
• Identify and implement cross-selling and upselling strategies to enhance performance.
• Benchmark center metrics against "best in class" standards and adopt best practices.

Leadership and Team Management

• Lead and support a team of managers and associates with a focus on career development.
• Foster a culture of service excellence and accountability.
• Provide coaching, mentorship, and recognition to drive strong performance.
• Support cross-functional collaboration with other contact centers and departments.
• Maintain consistent communication with leadership and team members.
• Lead regular departmental meetings and implement performance feedback mechanisms.

Quality, Compliance & Safety

• Oversee site safety and cleanliness in line with ergonomic and emergency policies.
• Ensure the contact center is compliant with all Marriott standards and local laws.
• Actively participate in quality improvement efforts and associate engagement initiatives.
• Monitor and resolve payroll, attendance, and scheduling concerns.
• Promote a professional and positive work environment.

Stakeholder Management

• Serve as liaison to senior leadership, owner relations, and property teams.
• Champion strong communication, alignment, and transparency across teams.
• Represent the center on global and regional initiatives, meetings, and programs.
• Support other duties as assigned by the Area Director of Operations EMEA/CALA.

Candidate Profile

Required Experience & Skills

• Minimum 12 months of experience in a customer service or sales environment.
• 12–18 months of supervisory or management experience preferred.
• Demonstrated leadership experience with a track record of team development.
• College degree preferred.
• Proven ability to lead in a dynamic, fast-paced environment.
• Strong written and verbal communication skills.
• Working knowledge of Microsoft Office, reservations systems, and reporting tools.
• Comfortable presenting to large groups and executive leadership.
• Analytical mindset with ability to interpret financial reports and center metrics.
• Proven success with performance improvement and change management.

Preferred Qualifications

• Experience in a hospitality contact center or reservations environment.
• Familiarity with Marriott brands and systems.
• Fluency in English; additional language(s) a plus.

Critical Competencies

• Leadership & People Development
• Sales & Revenue Optimization
• Stakeholder Relationship Management
• Communication & Conflict Resolution
• Operational Execution & Planning
• Organizational Learning & Technical Expertise

Why Join Marriott International?
At Marriott, you join a global community dedicated to creating exceptional guest experiences. As Site Leader, you will have the opportunity to shape the performance of a dynamic contact center team and contribute to our culture of excellence, service, and growth. We offer industry-leading benefits, global career opportunities, and a platform to make an impact across our family of 30+ hotel brands in over 8,000 locations worldwide.

Marriott International has been recognized as one of Fortune’s 100 Best Companies to Work For™ in Europe 2025 by Great Place to Work®. This a reflection of our people-first culture, commitment to wellbeing, and collaborative workplace. This accolade joins a growing list of regional honors, reinforcing our dedication to creating an exceptional environment where associates thrive.

If you're ready to lead with purpose, drive high performance, and build strong connections in a global organization, we invite you to apply today.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.