Service Associate - Reservation Agent

Shangri-La Group; Jeddah; On-site; SAR 48,000 - 120,000; Full time

Job summary

A luxury hotel chain in Jeddah is seeking a Service Associate - Reservation Agent to enhance customer satisfaction and optimize booking opportunities. This role involves mastering room offerings, managing reservation requests, and providing exceptional service. The ideal candidate should have relevant hotel experience, fluency in English and Arabic, and a passion for customer service. Flexible working hours and teamwork are essential in this dynamic position. A collegiate-level degree is preferred. Join us to enjoy competitive benefits and a supportive workplace.

Benefits

Structured learning and development pathways

Competitive benefits

Colleague stay/travel perks

Qualifications

• At least 1 year working experience in a hotel.
• Ability to work long hours and in different shifts.
• Previous experience in a Reservations environment is a plus.

Responsibilities

• Master the room product to match guest needs.
• Handle incoming reservation requests and provide prompt response.
• Promote hotel services to potential bookers.

Skills

Fluency in English

Fluency in Arabic

Attention to details

Customer service

Communication skills

Administration skills

Organizational skills

Intermediate computer proficiency

Team player

Education

Collegiate-level degree

Tools

Microsoft Excel

Microsoft Word

Job description

Service Associate - Reservation Agent

Shangri-La Jeddah anchors on the new Jeddah Waterfront along the shores of the Red Sea, setting a new standard for luxury in the city. The hotel features 203 stylish rooms and suites plus 17 luxury serviced apartments, 5 restaurants and lounges including Shang Palace, convenient location near Jeddah’s popular landmarks and Red Sea Mall, and 116 privately owned Burj Assila Residences with access to The Wellness Club facilities.

We are an equal opportunity employer. Applications from all qualified candidates are welcomed. All information provided by applicants will be treated in and used only for recruitment purposes. We appreciate your interest in joining us. Please note that only successful candidates will be contacted.

Job Summary

The Reservation Agent is responsible for providing the highest level of service to promote customer satisfaction while optimizing booking opportunities, as well as handling telephone sales and taking reservations for all Food and Beverage outlets. Additional duties may be assigned by Management.

Responsibilities

• Master the room product in terms of layout, physical attributes, benefits, amenities, etc., and effectively differentiate room types to match the right product with specific guest needs.
• Be fully conversant with the hotel’s rate structure (particularly on public rate offers) and highlight the ‘unique perceived value(s)’ of an offer during the selling process.
• Be well-versed with the facilities and services offered by the hotel and take every opportunity to promote these to bookers.
• Keep well-informed of changes or new developments in the hotel product.
• Reflect the Shangri‑La philosophy by providing a high quality of service to our customers by adopting a positive attitude and maintaining the team spirit at the highest level.
• Handle incoming reservation requests/correspondence, confirming or regretting based on ARI (Availability, Rates & Inventory) strategy in place, and always provide prompt turnaround response.

Qualifications

• At least 1 year working experience in a hotel
• Ability to work long hours and in different shifts
• Communicates and writes with fluency in English (as well as Arabic language)
• Computer knowledge in Microsoft programs, such as Excel and Word
• Attention to details
• A passion for delivering great customer service
• A professional telephone manner and excellent communication skills
• Administration and organizational skills
• Intermediate computer proficiency
• Collegiate‑level degree
• Flexibility in covering the shifts
• Very good communication skills (Arabic and English)
• Previous experience in a Reservations environment is a plus
• Team player
• Work with other departments to ensure that all customer needs are met

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

Referrals increase your chances of interviewing at Shangri‑La Group by 2x.

Seniority Level: Entry level

Employment Type: Full-time

Job Function: Sales, Business Development, and Finance

Industries: Hospitality, Travel Arrangements, and Food and Beverage Services