We are seeking a highly motivated and experienced Central Reservation & Customer Service Manager to lead the end-to-end reservations and customer service function within our premium golf environment. This full-time role involves managing high-volume bookings, maintaining world-class service standards, and driving team performance and guest satisfaction. The ideal candidate will bring strong leadership experience, a background in European Destination Management Companies (DMCs), and a proven track record working within golf tourism or luxury hospitality.
Key ResponsibilitiesGolf Reservations & Revenue CoordinationLead the reservations team to deliver accurate, efficient bookings for golf rounds, packages, and experiencesOptimize reservation systems, policies, and workflows for maximum efficiency and guest satisfactionMonitor booking trends and collaborate with operations and revenue teams to align pricing and tee sheet utilizationConduct regular team training on upselling techniques and golf-specific service deliveryBuild and maintain relationships with key partners, including travel agents, tour operators, and golf-focused DMCsCustomer Service & Guest RelationsOversee a team of customer service agents to ensure professional handling of inquiries, complaints, and VIP requestsAct as an escalation point for high-value or sensitive service issues, ensuring timely resolution and guest retentionFoster a proactive, solution-oriented guest service cultureAnalyze feedback and service metrics to identify and implement continuous improvementsWork closely with internal departments to ensure seamless delivery of guest requestsTeam Leadership & PerformanceManage schedules, workloads, and daily operations to ensure proper coverage and service levelsSet performance KPIs, monitor progress, and provide ongoing coaching and developmentReview team structure and processes to improve productivity and service standardsSupport administrative functions such as payroll coordination and shift planningRequired Experience & SkillsMinimum of 3 years' experience in a managerial role within reservations or customer serviceProven experience working in a European DMC, preferably focused on golf, luxury leisure, or hospitalitySolid understanding of golf operations, tee time management, and guest expectations within the golf tourism sectorStrong interpersonal and leadership skills, with a hands-on and team-focused approachAbility to multitask under pressure and make service-driven decisions confidentlyProficient in reservation software, CRM systems, and Microsoft OfficeExcellent spoken and written English; knowledge of additional languages (Arabic or European languages such as French, Spanish, Italian, or Greek) is an advantageIf you’re passionate about golf tourism, exceptional service, and leading dynamic teams — we’d love to hear from you.
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