Guest Services Call Center Associate

Shangri-La Group; Jeddah; On-site; SAR 33,480 - 50,220; Full time

Benefits offered by this job

Competitive benefits

Recognition programs

Colleague stay/travel perks

Job summary

The Shangri-La Group in Jeddah seeks a Service Centre Agent to ensure calls are answered promptly and requests routed to the correct department. You will record wake‑up requests, handle guest messages, and maintain professional communication in line with hotel policies.

Requirements include at least 1 year of experience, flexible shifts, fluency in English and Arabic, and Saudi nationality. The role offers competitive benefits and opportunities to grow within a luxury hospitality group.

Qualifications

• At least 1 year of working experience.
• Ability to work flexible hours and shifts.
• Communicate and write with fluency in English (and Arabic).
• Saudi Nationals Only.

Responsibilities

• Have knowledge of the operational systems at the Telephone / Service Centre (e.g. PABX / Call Centre System / Call Accounting Software).
• Have knowledge of Shangri‑La’s standard operating policies and procedures for the Service Centre.
• Ensure all calls from guests and external calls are handled professionally and with care, adhering to hotel’s and Shangri‑La policies and procedures.
• Ensure correct transmission and receipt of facsimile.
• Accurately record all requests for wake‑up calls and ensure they are handled correctly.
• Answer all incoming calls.
• Record and channel guest requests to appropriate departments; if required, perform follow‑up calls to guests to ensure service/facility defects have been rectified to satisfaction.
• Make operator assisted calls.
• Record guest messages.
• Know all the emergency procedures of the hotel and how to handle them.

Skills

Bilingual English/Arabic

Job description

The Shangri-La Group in Jeddah seeks a Service Centre Agent to ensure calls are answered promptly and requests routed to the correct department. You will record wake‑up requests, handle guest messages, and maintain professional communication in line with hotel policies.

Requirements include at least 1 year of experience, flexible shifts, fluency in English and Arabic, and Saudi nationality. The role offers competitive benefits and opportunities to grow within a luxury hospitality group.