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Call Centre Team Leader - Guest Services Job Snapshot Role: Call Centre Team Leader - Guest Services Location: Dubai, United Arab Emirates Industry: Hospitality Function: Call Center Experience: Extensive call centre experience with proven team leadership Job Type: Full-time Position Overview Call Centre Team Leader - Guest Services in Dubai, United Arab Emirates is a supervisory Hospitality opportunity for an experienced contact centre professional who can lead agents, strengthen service standards, improve call handling performance, and maintain efficient 24-hour guest support at Atlantis, The Palm. The role requires strong leadership, excellent communication, detailed resort knowledge, and a clear commitment to luxury guest service. Job Details Country: United Arab Emirates City: Dubai Industry: Hospitality Function: Call Center Salary: 7000-10000 Estimated salary range based on similar jobs in the job city; please confirm the final offer with the employer. Gender: Any Candidate Nationality: Any Job Type: Full-time Job Reference: 20296 Role Context The Call Centre Team Leader supports the daily performance of a busy 24-hour guest contact operation. Working closely with Assistant Managers, the position guides agents, monitors telephone service, strengthens product knowledge, coordinates training, and ensures calls across multiple lines are answered within departmental targets. The role directly influences guest satisfaction and operational efficiency by helping colleagues deliver accurate information, personalized assistance, timely follow-up, and consistently high service standards. Key Responsibilities * Lead and support Call Centre agents during daily operations across multiple guest and internal call lines. * Monitor call queues and ensure calls are answered within approved departmental response standards. * Allocate duties and adjust colleague coverage according to call volumes and operational demand. * Provide agents with accurate information about resort facilities, dining, attractions, events, transportation, and guest services. * Coach colleagues on telephone etiquette, active listening, call control, personalization, and service recovery. * Work with Assistant Managers to maintain efficient call centre processes in a 24-hour operating environment. * Review agent call handling skills and identify individual or team development needs. * Deliver practical coaching, refresher training, and resort knowledge updates. * Ensure colleagues follow approved scripts, service language, escalation procedures, and quality standards. * Support agents with complex requests, complaints, emergency calls, and sensitive guest interactions. * Escalate critical operational, security, medical, or guest service matters to the appropriate department. * Maintain an effective flow of information between guests, Call Centre agents, and resort departments. * Coordinate with Front Office, Housekeeping, Concierge, Food and Beverage, Engineering, Security, Transportation, and Guest Relations. * Track outstanding guest requests and ensure appropriate follow-up is completed. * Monitor service quality, call accuracy, response times, and guest satisfaction indicators. * Help maintain a positive, focused, and professional working environment. * Motivate colleagues to achieve team targets and consistently improve service delivery. * Provide constructive feedback based on call reviews, performance observations, and quality results. * Assist with shift briefings, handovers, schedules, and operational updates. * Maintain current knowledge of Atlantis Dubai products, promotions, services, and operating information. * Support onboarding and training for new Call Centre colleagues. * Identify process gaps and recommend practical improvements to call handling and guest request management. * Prepare reports, call summaries, performance updates, and operational records when required. * Ensure guest and colleague information is handled confidentially. * Take responsibility for team operations during assigned shifts and support management during peak demand. Ideal Profile * Extensive experience in a Call Centre, contact centre, hotel telephone operation, or high-volume guest service environment. * Demonstrated experience leading, coaching, and motivating service teams. * Strong verbal and written English communication skills. * Previous experience in luxury hospitality or resort operations is highly desirable. * Confident managing several call lines and large teams in a fast-paced 24-hour operation. * Strong understanding of call handling standards, queue management, quality monitoring, and service recovery. * Able to deliver training and improve colleague product knowledge and communication skills. * Passionate about hospitality and creating memorable guest experiences. * Detail-oriented with a disciplined approach to operational procedures and follow-up. * Calm and decisive when handling complaints, emergencies, or service escalations. * Strong interpersonal skills with the ability to work effectively across departments. * Positive leadership style with the ability to maintain team engagement and accountability. * Comfortable using call management systems, guest request platforms, and standard office software. * Able to work rotating shifts, nights, weekends, and public holidays. * Committed to building a knowledgeable, efficient, and high-performing service team. Skills Set * Call centre leadership * Contact centre operations * High-volume call management * Queue monitoring * Team supervision * Agent coaching * Call quality monitoring * Guest service training * Telephone etiquette * Service recovery * Complaint escalation * Performance management * Shift coordination * Workforce allocation * Resort product knowledge * Guest request management * Cross-department communication * Call response standards * Luxury hospitality * Operational reporting * Team motivation * 24-hour operations * Customer service * Process improvement Why Join Us This role offers a strong leadership opportunity within Dubai 's established luxury Hospitality sector. It provides practical exposure to large-scale contact centre operations, service quality management, colleague development, guest communication, and cross-resort coordination. Atlantis Resorts offers a competitive tax-free salary paid in UAE Dirhams, comprehensive medical insurance with dental coverage, annual flights home, life insurance, incentive opportunities, food and beverage privileges, and discounted rates across Kerzner properties worldwide. Colleagues also benefit from structured leadership development, internal mobility, wellbeing initiatives, and long-term career opportunities throughout the Kerzner International portfolio. About the Company Atlantis Resorts operates Atlantis, The Palm in Dubai, a globally recognized destination offering luxury accommodation, acclaimed restaurants, marine attractions, entertainment, and distinctive guest experiences. The resort includes 1544 rooms and suites, celebrity-chef dining, a major waterpark, aquarium attractions, and Dolphin Bay. Part of Kerzner International, Atlantis Dubai employs more than 6000 colleagues representing 129 nationalities. Its culture supports inclusion, continuous learning, employee wellbeing, operational excellence, and career growth across luxury hospitality operations.