Service Centre Manager - Elevate Guest Experience

Shangri-La Hotels & Resorts; Jeddah; Vor Ort; SAR 260.000 - 360.000; Vollzeit

Benefits dieser Stelle

Structured learning and development

Competitive benefits

Colleague stay/travel perks

Zusammenfassung

Shangri-La Hotels & Resorts in Jeddah is seeking a Service Manager – Service Centre to supervise and lead the Service Centre staff, ensuring efficient guest communication, high service standards, and adherence to SOPs. The role requires coordinating with call centre systems and loyalty programs to enhance guest experiences.

You will oversee call centre operations, train and coach staff, run daily/ monthly meetings, and drive guest satisfaction while maintaining emergency procedure awareness.

Qualifikationen

• Experience in upscale hotel environment preferred.
• Strong knowledge of guest loyalty programs and service standards.
• Ability to supervise and develop a service-oriented team.

Aufgaben

• Oversee Service Centre operations to maximize guest satisfaction.
• Supervise staff and ensure adherence to Shangri-La policies and procedures.
• Identify training needs and areas for service improvement.
• Lead daily and monthly meetings to highlight service enhancements.
• Promote a positive, motivated working environment with teamwork.
• Ensure follow-up calls to guests after service or facility defects.
• Maintain staff knowledge of emergency procedures and roles.

Kenntnisse

GoldenCircle

Guest History

FFP

Tools

Call Centre System

Call Accounting Software

Jobbeschreibung

Shangri-La Hotels & Resorts in Jeddah is seeking a Service Manager – Service Centre to supervise and lead the Service Centre staff, ensuring efficient guest communication, high service standards, and adherence to SOPs. The role requires coordinating with call centre systems and loyalty programs to enhance guest experiences.

You will oversee call centre operations, train and coach staff, run daily/ monthly meetings, and drive guest satisfaction while maintaining emergency procedure awareness.