Career Opportunities: Service Manager - Service Centre (174975)
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Key skills for this role
About the Role
Shangri-La Jeddah is seeking a Service Manager for the Service Centre to supervise daily operations, ensure guest communication is handled efficiently, and lead the team.
Key Skills for This Role
Responsibilities
- 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 work flow 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
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
- 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
Full Job Posting
Job Summary
- To provide 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 work flow 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.
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 that reward your contribution and dedication.
- Teams that promote inclusion and respect, value diversity, and foster a secure environment where everyone can thrive.
About Shangri La Jeddah
- Anchored on the new Jeddah Waterfront along the shores of the Red Sea, Shangri La Jeddah sets a new standard for luxury in the city.
- Floor to ceiling windows throughout the hotel invite the outdoors in, and the stylish interiors reflect the endless blue of the sea and sandy beaches right outside.
- A dedicated Kids Club and supervised play area provides the canvas for families to create unforgettable memories, while innovative dining concepts promise to satisfy the most refined palates.
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