Call Center Manager

JOB SUMMARY

At The Ritz‑Carlton, Doha, we invite you to experience refined luxury where timeless elegance meets true Qatari hospitality. Situated along the pristine shores of the Arabian Gulf for almost 24 years, our 5‑star resort features 374 elegantly designed rooms & suites, award‑winning restaurants, world‑class spa facilities with a state‑of‑the‑art fitness centre, and impeccable service that defines our legendary brand. From serene indoor and outdoor pools to a private beach and a club lounge for elevated and personalised experiences, every detail perfectly reflects our commitment to excellence.

The property is also ideal for events with a wide selection of meeting rooms, stunning wedding venues and a dedicated team that thoughtfully plans and tailors to each unique vision. Whether you’re savoring an afternoon tea in our lobby lounge, watching the city skyline sparkle by night in one of our restaurants, or celebrating an important event, The Ritz‑Carlton, Doha, presents a truly remarkable setting for life’s most meaningful moments.

At The Ritz‑Carlton, we firmly believe that our Ladies & Gentlemen are the heart of everything we do and the most important resource in our service commitment to our guests. With passion, genuine care, dedication and pride, we can achieve common goals and grow together while crafting moments that will be remembered forever.

Which is why at The Ritz‑Carlton, Doha, we are currently seeking passionate individuals to join our esteemed team and bring their own unique expertise to our world‑famous service philosophy. As an elite hotel in the region with a deep generational legacy, we offer you in return:

• A rewarding career within one of the most recognised and prestigious luxury brands in the world.
• Personal and professional development plans with curated training materials and guidance from highly skilled and experienced colleagues in the industry.
• Various opportunities for internal growth both locally and internationally within the portfolio of Marriott International properties.
• Consistent & reliable support to ensure you always have the tools and knowledge to harness your full potential and reach your goals.
• A competitive package, inclusive of accommodation, flight tickets, transportation, meals, and more:
• Exclusive training and leadership development programmes
• Recognition and rewards for exceptional service
• Preferential members rates at Marriott Hotels globally
• Dining & wellness discounts for your family and you
• Medical insurance coverage
• An HR team dedicated to your success and wellbeing

Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers.

Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximise revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalated/referred to appropriate individual.

Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards;

anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and…