Head Of Central Reservation

Head of Central Reservations

We are supporting a fast-growing hospitality group in the UAE that is rethinking how centralised operations are led, scaled, and optimised. As the portfolio expands, the organisation is seeking a senior leader to build, lead, and future-proof a large central reservations operation with a strong focus on people leadership, innovation, and operational scale.

This role is deliberately open to leaders outside traditional hospitality. What matters is your ability to lead large teams, drive change, and design smarter ways of working in high-volume environments.

The Role

As Head of Central Reservations, you will take full ownership of a centralised team responsible for managing demand across a growing portfolio. You will operate as a transformation-minded leader, balancing performance, engagement, and innovation while preparing the function for continued growth.

Key Responsibilities

• Lead a centralised operation with a strong focus on people, structure, and performance
• Build a high-engagement culture with clear accountability and leadership depth
• Redesign workflows, processes, and service models to improve efficiency and responsiveness
• Drive innovation through technology adoption, automation, and data-driven decision-making
• Establish and track KPIs aligned to service quality, productivity, and commercial outcomes
• Partner closely with commercial, digital, and operations teams to support demand management
• Lead change initiatives, including transformation, restructuring, or rapid growth phases
  
  
  

• Shared services or contact centre leadership
• E-commerce or digital operations
• Airlines, travel tech, logistics, or mobility platforms
• Fintech, telecom, or large-scale customer operations
• Retail or consumer service organisations with centralised teams
  
  
  

• Proven experience leading a large team
• Strong people leadership and change management capability
• A data-literate, commercially minded approach
• Experience implementing new processes, systems, or operating models
• Confidence operating in fast-growth, evolving environments