Service Associate - Reservation Agent

Shangri-La Group; Saudi Arabia; On-site; SAR 48,000 - 84,000; Full time

Benefits offered by this job

Competitive benefits

Stay/travel perks

Learning and development opportunities

Job summary

Shangri-La Jeddah is seeking a Reservation Agent to deliver exceptional service and drive reservations across all Food & Beverage outlets. The role requires fluency in English and Arabic, strong communication, and a customer-first approach within a luxury hotel environment.

You will manage inquiries, confirm or regret reservations based on availability, and collaborate with multiple departments to meet guest needs. A collegiate degree and proficiency in MS Office are desirable.

Qualifications

• Fluent in English (and Arabic) for written and spoken communication.
• Ability to work long hours and various shifts.
• Proficient in Microsoft Office (Excel, Word).
• Strong attention to detail and customer service focus.

Responsibilities

• Provide high-level service to promote customer satisfaction and optimize bookings across F&B outlets.
• Handle telephone sales and reservations with ARI (Availability, Rates & Inventory) awareness.
• Master the hotel room product to differentiate offerings for guests.
• Be fully conversant with rate structure and highlight unique value of offers.
• Promote hotel facilities and services to boost bookings and guest satisfaction.

Skills

English language

Arabic language

Attention to detail

Excellent communication

Team player

Flexible shifts

Education

Collegiate-level degree

Tools

Microsoft Excel

Microsoft Word

Job description

Find Your Shangri-La in Shangri-La

Shangri-La Jeddah

Anchored on the new Jeddah Waterfront along the shores of the Red Sea, Shangri-La Jeddah sets a new standard for luxury in the city. Floor-to-ceiling windows throughout the hotel invite the outdoors in, and the stylish interiors reflect the endless blue of the sea and sandy beaches right outside. A dedicated Kids Club and supervised play area provides the canvas for families to create unforgettable memories, while innovative dining concepts promise to satisfy the most refined palates.

• 203 stylish rooms and suites plus 17 luxury serviced apartments.
• 5 restaurants and lounges, including the legendary Shang Palace
• Convenient for Jeddah’s popular landmarks and Red Sea Mall
• 116 privately owned Burj Assila Residences. They also have access to The Wellness Club facilities.

Job Summary

The Reservation Agent is responsible for providing the highest level of service to promote customer satisfaction while optimizing booking opportunities. To undertake other duties and responsibilities as required by Management. As well as handling telephone sales and taking reservations for all Food and Beverage outlets.

As a Reservation Agent, we rely on you to

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

What We Are Looking For

• 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 the 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.
• This Position is for Saudi Nationals Only

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.

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.

Anchored on the new Jeddah Waterfront along the shores of the Red Sea, Shangri-La Jeddah sets a new standard for luxury in the city. Floor-to-ceiling windows throughout the hotel invite the outdoors in, and the stylish interiors reflect the endless blue of the sea and sandy beaches right outside. A dedicated Kids Club and supervised play area provides the canvas for families to create unforgettable memories, while innovative dining concepts promise to satisfy the most refined palates.