Service Associate - Service Center

About Shangri-La Jeddah

Nestled along the picturesque Red Sea coastline at the vibrant Jeddah Waterfront, Shangri-La Jeddah redefines luxury hospitality in the heart of the city. This premier destination seamlessly blends contemporary elegance with breathtaking natural beauty, offering guests an unparalleled experience. Floor-to-ceiling windows flood the interior with natural light, mirroring the endless azure hues of the sea and the golden sands of the nearby beaches. The hotel’s sophisticated design and innovative dining concepts cater to the most discerning tastes, ensuring an unforgettable stay for every guest.

Shangri-La Jeddah boasts 203 stylishly appointed rooms and suites, complemented by 17 luxury serviced apartments, providing versatile accommodation options for both short and extended stays. Guests can indulge in a variety of culinary delights across five exceptional restaurants and lounges, including the renowned Shang Palace. Conveniently located near Jeddah’s most popular landmarks and the Red Sea Mall, the hotel offers easy access to shopping, entertainment, and cultural attractions. Residents of the 116 privately owned Burj Assila Residences also benefit from exclusive access to The Wellness Club facilities, enhancing their lifestyle with premium amenities.

Job Overview

As a Service Associate - Service Center at Shangri-La Jeddah, you will serve as the first point of contact for guests and external callers, ensuring seamless communication and exceptional service delivery. Your role is pivotal in maintaining the hotel’s reputation for excellence by efficiently managing incoming calls, guest requests, and operational inquiries. You will act as a liaison between guests and the relevant departments, facilitating prompt resolution of concerns and enhancing overall guest satisfaction.

Key Responsibilities

• Call Management: Answer all incoming calls promptly and professionally, adhering to Shangri-La’s policies and procedures. Utilize the PABX, Call Centre System, and Call Accounting Software to ensure accurate and efficient call handling.
• Guest Request Coordination: Accurately record and transmit guest requests to the appropriate departments. Perform follow-up calls to confirm that issues have been resolved to the guest’s satisfaction, demonstrating a commitment to service recovery and guest care.
• Wake-Up Call Services: Maintain meticulous records of wake-up call requests and ensure timely execution, guaranteeing guests wake up to a seamless start to their day.
• Facsimile Management: Ensure the correct transmission and receipt of facsimiles, maintaining confidentiality and accuracy in all communications.
• Operator-Assisted Calls: Facilitate operator-assisted calls with professionalism and efficiency, ensuring clear and courteous communication.
• Guest Messaging: Accurately record and deliver guest messages, ensuring timely and reliable communication.
• Emergency Procedures: Maintain comprehensive knowledge of the hotel’s emergency protocols and execute them with precision to ensure guest and staff safety.
• Departmental Liaison: Act as a central hub for information, channeling requests and inquiries to the appropriate departments while providing updates to guests as needed.

Qualifications and Skills

• Experience: Minimum of one year of relevant work experience in a customer service or hospitality role.
• Language Proficiency: Fluency in English and Arabic, with excellent written and verbal communication skills.
• Flexibility: Ability to work flexible hours and shifts, including evenings, weekends, and holidays, to meet operational demands.
• Initiative and Responsibility: Demonstrated ability to take initiative, solve problems independently, and work under pressure with a high degree of professionalism.
• Interpersonal Skills: A pleasant, friendly, and cheerful demeanor, with a strong commitment to delivering exceptional guest experiences.
• Nationality: This position is exclusively for Saudi nationals.

Why Join Shangri-La Jeddah?

At Shangri-La Jeddah, we are committed to fostering a dynamic and inclusive work environment where your passion and dedication are valued. We offer structured learning and development opportunities designed to advance your professional skills and leadership capabilities. Our competitive benefits package includes recognition programs and exclusive colleague stay and travel perks, rewarding your contributions and dedication.

Join a team that celebrates diversity, promotes inclusion, and provides a secure environment where everyone can thrive. As an equal opportunity employer, we welcome applications from all qualified candidates. Please note that only shortlisted applicants will be contacted for further consideration.