Marriott International -
Company: Marriott International –
WebSite: Dubai, United Arab Emirates
Job Description:**Subject: Site Leader Position – Middle East GSO, Emaar Square 6, Dubai**
This document outlines the responsibilities and requirements for the Site Leader position within Marriott International’s contact center located in Dubai, United Arab Emirates. The Site Leader will assume comprehensive responsibility for the contact center’s overall performance, strategic direction, and leadership. This individual will collaborate closely with the Leadership Team to ensure robust performance in areas encompassing sales, guest and associate satisfaction, revenue generation, financial management, and operational efficiency. The Site Leader will serve as the primary liaison for hotel partners, cultivating and maintaining strong relationships with properties, regional teams, and ownership groups.
**Key Responsibilities:**
* **Operational Leadership:** Oversee and manage key performance indicators (KPIs), including revenue, sales conversion rates, and other relevant contact center metrics. Ensure effective financial performance. Drive guest and associate satisfaction. Manage human resources functions including recruitment, onboarding, associate relations, payroll administration, performance evaluations, and scheduling. Partner with hotel properties to resolve issues, provide information, and optimize booking experiences. Coordinate internal planning and leadership for all aspects of center operations. Enforce adherence to policies, procedures, systems, and 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 cultivate relationships with key customers and property partners. Identify and implement cross-selling and upselling strategies to enhance performance. Benchmark center metrics against industry best practices and implement relevant improvements.
* **Leadership and Team Management:** Lead and support a team of managers and associates, with a focus on career development and mentorship. Foster a culture of service excellence and accountability. Provide coaching, mentorship, and recognition to drive high performance. Support cross-functional collaboration with other contact centers and departments. Maintain consistent communication with leadership and team members. Conduct regular departmental meetings and implement performance feedback mechanisms.
* **Quality, Compliance & Safety:** Oversee site safety and cleanliness in accordance with ergonomic and emergency policies. Ensure compliance 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 the primary point of contact for senior leadership, owner relations, and property teams. Champion effective communication, alignment, and transparency across teams. Represent the center on global and regional initiatives, meetings, and programs. Fulfill other duties as assigned by the Area Director of Operations EMEA/CALA.
**Candidate Profile:**
* **Required Experience & Skills:** A minimum of twelve (12) months of experience in a customer service or sales environment is required. Twelve (12) to eighteen (18) months of supervisory or management experience is preferred. Demonstrated leadership experience with a proven track record of team development is essential. A college degree is preferred. The candidate must demonstrate the ability to lead effectively in a dynamic, fast-paced environment. Strong written and verbal communication skills are required, as is a working knowledge of Microsoft Office, reservations systems, and reporting tools. The candidate must be comfortable presenting to large groups and executive leadership, possess an analytical mindset with the ability to interpret financial reports and center metrics, and demonstrate success in performance improvement and change management.
* **Preferred Qualifications:** Experience in a hospitality contact center or reservations environment is preferred. Familiarity with Marriott brands and systems is advantageous. Fluency in English is required; proficiency in additional languages is desirable.
**Critical Competencies:**
* Leadership & People Development
* Sales & Revenue Optimization
* Stakeholder Relationship Management
* Communication & Conflict Resolution
* Operational Execution & Planning
* Organizational Learning & Technical Expertise
**Marriott International – An Equal Opportunity Employer**
Marriott International is committed to fostering a diverse and inclusive workplace. We believe in equal opportunity employment and prohibit discrimination based on any protected characteristic.
Marriott International offers a global community dedicated to exceptional guest experiences and a platform for associates to grow and succeed.
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