Service Associate - Service Center

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

Job Summary

To be responsible for ensuring that calls to the Service Centre are promptly answered and requests are followed through to the concerned department.

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.

What We Are Looking For

• At least 1 year of working experience.
• Ability to work flexible hours and shifts.
• Communicate and write with fluency in English (and Arabic).
• Responsible and able to take initiative.
• Pleasant, friendly, and cheerful attitude.
• 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.