Service Associate - Service Center

About the Role

This position is part of Shangri-La Jeddah, a luxury waterfront property on the Red Sea in Jeddah, Saudi Arabia. The hotel features 203 rooms and suites, 17 serviced apartments, 5 restaurants and lounges including Shang Palace, convenient access to major city landmarks and Red Sea Mall, and 116 privately owned Burj Assila Residences with access to The Wellness Club.

The Service Associate in the Service Centre is responsible for answering incoming calls quickly, handling guest and external requests in a professional manner, and ensuring each request is routed and followed up with the appropriate department until completion.

Key Duties

• Use the hotel’s telephone and service centre systems, including PABX, call centre software, and call accounting tools.
• Follow Shangri-La’s service centre policies and standard operating procedures.
• Manage all guest and external calls courteously, professionally, and in line with hotel standards.
• Receive and send facsimiles accurately.
• Log wake-up call requests correctly and ensure they are completed on time.
• Respond to all incoming calls and route them appropriately.
• Record guest requests and send them to the correct departments.
• Conduct follow-up calls when needed to confirm that a service issue or facility defect has been resolved satisfactorily.
• Place operator-assisted calls when required.
• Record and handle guest messages.
• Be fully familiar with the hotel’s emergency procedures and know how to respond to them.

Experience and Profile

Applicants should have at least 1 year of work experience and be comfortable working flexible hours and shifts. Strong written and spoken English is required, along with Arabic language fluency. The ideal candidate should be responsible, proactive, pleasant, friendly, and cheerful.

Eligibility

This role is open to Saudi nationals only.

Why Join Shangri-La

Shangri-La offers a workplace that encourages passion, personal growth, and self-development. Team members gain access to structured learning and development opportunities that can support advancement in both professional expertise and leadership. The organization also offers competitive benefits, recognition programs, and colleague stay/travel privileges. The culture promotes inclusion, respect, diversity, and a safe environment where people can thrive.

Additional Information

Shangri-La is an equal opportunity employer. All qualified applicants are welcome, and information shared during the application process will be used only for recruitment purposes. Only shortlisted candidates will be contacted.

The property description reflects Shangri-La Jeddah’s location on the new Jeddah Waterfront, its luxury interiors, floor-to-ceiling windows, family-friendly facilities such as the Kids Club and supervised play area, and its dining concept designed for refined tastes.