Job Summary

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 isnt a back-office reservations role.

Youll lead the team that shapes the guest journey before check-in even begins.

In this role youll:

Lead and transform a centralised Reservations & Guest Contact operation across multiple hotels
Drive booking conversion and revenue performance across all contact channels
Design and implement innovative technology-enabled solutions that enhance efficiency and deliver measurable commercial impact
Coach and develop a high-performing multi-channel team across voice email and digital platforms
Establish clear KPIs performance standards and a strong culture of accountability
Leverage data and analytics to optimise service levels conversion and customer engagement
Partner closely with Revenue Digital and Operations teams to align strategy inventory and demand performance
Ensure every guest interaction is seamless responsive and commercially effective
Build a scalable future-ready Contact Centre model to support business expansion

Youll thrive in this role if you:

Have led a large-scale Contact Centre Central Reservations or Customer Experience function with full ownership of performance outcomes
Have managed multi-channel environments (voice digital chat automation) in hospitality airline travel retail e-commerce or similar high-volume sectors
Think commercially and understand conversion yield upsell strategy and revenue impact
Have successfully implemented technology automation or digital optimisation initiatives
Use data confidently to make decisions drive accountability and improve measurable results
Are energised by transformation not just maintaining the status quo
Build and develop high-performing teams
Balance customer-centric thinking with operational discipline
Thrive in fast-growth environments where scalability and agility matter

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 isnt a back-office reservations role. Youll lead the team that...

Customer Contact Centre Manager

This isnt a back-office reservations role.

Youll lead the team that shapes the guest journey before check-in even begins.

In this role youll:

Lead and transform a centralised Reservations & Guest Contact operation across multiple hotels
Drive booking conversion and revenue performance across all contact channels
Design and implement innovative technology-enabled solutions that enhance efficiency and deliver measurable commercial impact
Coach and develop a high-performing multi-channel team across voice email and digital platforms
Establish clear KPIs performance standards and a strong culture of accountability
Leverage data and analytics to optimise service levels conversion and customer engagement
Partner closely with Revenue Digital and Operations teams to align strategy inventory and demand performance
Ensure every guest interaction is seamless responsive and commercially effective
Build a scalable future-ready Contact Centre model to support business expansion

Youll thrive in this role if you:

Have led a large-scale Contact Centre Central Reservations or Customer Experience function with full ownership of performance outcomes
Have managed multi-channel environments (voice digital chat automation) in hospitality airline travel retail e-commerce or similar high-volume sectors
Think commercially and understand conversion yield upsell strategy and revenue impact
Have successfully implemented technology automation or digital optimisation initiatives
Use data confidently to make decisions drive accountability and improve measurable results
Are energised by transformation not just maintaining the status quo
Build and develop high-performing teams
Balance customer-centric thinking with operational discipline
Thrive in fast-growth environments where scalability and agility matter