Career Opportunities: Service Manager - Service Centre (174975)
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Key skills for this role
About the Role
Shangri-La Jeddah is looking for a Service Manager for the Service Centre to supervise daily operations, ensure guest satisfaction, and lead the team. Candidates need at least 4 years of experience, including 2 years in an international hotel, and fluency in English and Arabic.
Key Skills for This Role
Responsibilities
- Supervise the Service Centre operation and workflow to maximize guest satisfaction
- Identify staff training requirements and service improvement areas
- Supervise and guide all staff to ensure hotel policies and procedures are adhered to
- Conduct daily and monthly meetings to highlight areas of improvement and obtain feedback
- Create a positive and highly motivated working environment that promotes teamwork
- Ensure staff follow up calls to guests to check satisfaction in case of service/facility defect
- Ensure all staff have complete knowledge of Emergency Procedures and their roles
Requirements
- At least 4 years working experience
- Minimum 2 years experience in an international class hotel
- Able to lead and motivate the team
- Ability to work flexible hours and shifts
- Fluent in English and Arabic
- Saudi Nationals Only
Full Job Posting
Job Summary
- Provides day to day supervision, direction and leadership to all staff in accordance with the objectives, performance and quality standards established by Shangri La Hotels.
- Ensures that the communication system of the hotel is well maintained and guest communication handled politely and efficiently.
As Service Manager – Service Centre, we rely on you to
- Have complete knowledge of the operational systems at Telephone / Service Centre e.g. Call Centre System / Call Accounting Software.
- Have complete knowledge of Shangri La’s standard operating policies and procedures for the Service Centre.
- Have complete knowledge of Shangri La’s Programmes e.g. GoldenCircle, Guest History, FFP.
- Supervise the Service Centre operation and workflow to maximize guests’ satisfaction.
- Identify staff training requirements and service improvements areas.
- Supervise and guide all staff to ensure that hotel’s policies and procedures are adhered to.
- Conduct daily and monthly meetings to highlight areas of improvement in the service aspects and obtain feedback.
- Create a positive and highly motivated working environment that promotes and develops teamwork.
- Ensure that staff are doing their follow up calls to guest to check for satisfaction in a situation where there is a service / facility defect.
- Ensure all staff have complete knowledge of Emergency Procedures and their roles in an Emergency.
What we are Looking For
- At least 4 year working experience.
- Minimum 2 years experience in an international Class Hotel.
- Able to lead and motivate the team.
- Ability to work flexible hours and shifts.
- Communicates and writes with fluency in English as well as the Arabic language.
- Responsible and able to take initiative.
- Pleasant, friendly, and cheerful attitude.
- This Position is for Saudi Nationals Only
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