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 to supervise the Service Centre operations. The role involves leading staff, ensuring guest satisfaction, and maintaining communication systems in a luxury hotel environment.
Key Skills for This Role
Responsibilities
- Provide day to day supervision, direction and leadership to all staff
- Ensure communication system of the hotel is well maintained and guest communication handled politely and efficiently
- Have complete knowledge of operational systems at Telephone / Service Centre
- Have complete knowledge of Shangri La’s standard operating policies and procedures for the Service Centre
- Supervise Service Centre operation and workflow to maximize guests’ satisfaction
- Identify staff training requirements and service improvements areas
- Supervise and guide all staff to ensure hotel’s policies and procedures are adhered to
- Conduct daily and monthly meetings to highlight areas of improvement
- Create a positive and highly motivated working environment
- Ensure staff do follow up calls to guest to check for satisfaction
- 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
- Responsible and able to take initiative
- Pleasant, friendly, and cheerful attitude
- Saudi National only
Full Job Posting
Job Summary
- Provides day to day supervision, direction and leadership to all staff in accordance with objectives, performance and quality standards established by Shangri La Hotels.
- Ensures 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 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 work flow to maximize guests’ satisfaction.
- Identifies staff training requirements and service improvements areas.
- Supervises and guides all staff to ensure hotel’s policies and procedures are adhered to.
- Conducts daily and monthly meetings to highlight areas of improvement in service aspects and obtain feedback.
- Creates a positive and highly motivated working environment that promotes and develops teamwork.
- Ensures that staff are doing their follow up calls to guest to check for satisfaction in a situation where there is a service / facility defect.
- Ensures 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.
Why Join Us
- A workplace that values your passion and supports self realization and personal growth.
- Structured learning and development pathways with real opportunities to advance your professional craft and leadership skills.
- Competitive benefits, recognition programs, and colleague stay/travel perks.
- Teams that promote inclusion and respect, value diversity, and foster a secure environment.
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