Service Associate - Service Center

About Shangri-La Jeddah

Located along the picturesque Jeddah Waterfront beside the Red Sea, Shangri-La Jeddah establishes a prestigious benchmark in luxury accommodation within the city. The hotel boasts floor-to-ceiling windows that blend indoor and outdoor scenery, complemented by elegant interiors inspired by the sea and sandy shores. Families can enjoy a dedicated Kids Club and supervised play zone, while diverse dining venues cater to sophisticated tastes.

• A total of 203 stylish rooms and suites, along with 17 premium serviced apartments.
• Five distinct restaurants and lounges, including the famed Shang Palace.
• Convenient proximity to popular landmarks and Red Sea Mall.
• 116 privately owned Burj Assila Residences, with access to Wellness Club amenities.

Role Overview

The Service Associate at the Service Center is responsible for responding promptly to calls and directing requests efficiently to relevant departments.

Key Duties

• Operate and have strong familiarity with telephone service systems, such as PABX, call center platforms, and call accounting software.
• Adhere to Shangri-La’s policies and procedures governing the Service Center operations.
• Professionally handle incoming guest and external calls in accordance with hotel standards.
• Ensure accurate transmission and reception of facsimiles.
• Record and manage wake-up call requests, ensuring accurate follow-through.
• Answer all incoming telephone calls and route guest requests to appropriate departments.
• Perform follow-up calls to confirm resolution of service or facility issues to guests’ satisfaction.
• Assist with operator-assisted calls and record guest messages accurately.
• Have comprehensive knowledge of hotel emergency procedures and respond accordingly.

Candidate Profile

• Minimum one year of relevant work experience.
• Flexibility to work various shifts and adaptable hours.
• Fluency in spoken and written English and Arabic.
• Demonstrate responsibility and proactive initiative.
• Exhibit a friendly, cheerful, and pleasant demeanor.
• This position is exclusively open to Saudi nationals.

Benefits of Joining

• Engagement in a workplace that appreciates your enthusiasm and fosters personal and professional growth.
• Availability of structured learning programs providing clear advancement pathways in professional skills and leadership.
• Competitive benefits, employee recognition, and perks related to travel and stays to reward your dedication.
• A team culture that promotes inclusion, respect, diversity, and a secure environment supporting every individual's success.

Equal Opportunity Statement

We are an equal opportunity employer welcoming applications from all qualified candidates. All applicant information will be used strictly for recruitment purposes. Only successful candidates will be contacted.