Service Associate

Shangri-La Group; Jeddah; On-site; SAR 120,000 - 150,000; Full time

Job summary

A luxury hotel in Jeddah is seeking a Service Centre Representative to manage incoming calls efficiently and professionally. This role is crucial in ensuring that guest requests are addressed in a timely manner. The ideal candidate should possess excellent communication skills in both English and Arabic, along with a friendly demeanor. Preference will be given to Saudi Nationals as part of the hiring criteria, ensuring that all applicants can thrive in an inclusive environment. Competitive benefits are offered to support personal growth and professional development.

Benefits

Competitive benefits

Recognition programs

Colleague stay/travel perks

Qualifications

• At least 1 year working experience.
• Responsible and able to take initiative.
• Pleasant, friendly, and cheerful attitude.

Responsibilities

• Promptly answer calls to the Service Centre.
• Ensure calls are handled professionally and according to hotel policies.
• Record guest requests and channel them appropriately.

Skills

Fluency in English

Fluency in Arabic

Customer service skills

Flexibility in working hours

Job description

Overview

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

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

Responsibilities

• To have knowledge of the operational systems at Telephone / Service Centre e.g. PABX / Call Centre System / Call Accounting Software.
• To 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 records all requests for wake‑up calls and ensures 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 are 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 working experience.
• Ability to work flexible hours and shifts.
• Communicates and writes with fluency in English (as well as the Arabic language).
• 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.