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.
• 1218 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 8000 locations worldwide.

If youre 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 believe in hiring a diverse workforce and sustaining an inclusive people-first are committed to non-discrimination onanyprotectedbasis such as disability and veteran status or any other basis covered under applicable law.