Service Manager - Service Centre

Shangri-La Hotels & Resorts; Jeddah; On-site; SAR 260,000 - 360,000; Full time

Benefits offered by this job

Structured learning and development

Competitive benefits

Colleague stay/travel perks

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

GoldenCircle

Guest History

FFP

Tools

Call Centre System

Call Accounting Software

Job description

Job Title: Service Manager – Service Centre

To provides day‐to‐day supervision, direction and leadership to all staff in accordance with the objectives, performance and quality standards established by Shangri‑La Hotels . Ensures that the communication system of the hotel is well maintained and guest communication handled politely and efficiently.

Key Responsibilities:

• To have complete knowledge of the operational systems at Telephone / Service Centre e.g. Call Centre System / Call Accounting Software.
• To have complete knowledge of Shangri‑La’s standard operating policies and procedures for the Service Centre.
• To have complete knowledge of Shangri‑La’s Programmes e.g. GoldenCircle, Guest History, FFP.
• Supervises the Service Centre operation and work flow to maximize guests’ satisfaction.
• Identifies staff training requirements and service improvements areas.
• Supervises and guides all staff to ensure that hotel’s policies and procedures are adhered to.
• Conducts daily and monthly meetings to highlight areas of improvement in the service aspects and obtain feedback.
• Creates a positive and highly motivated working environment that promotes and develops teamwork.
• Ensures that staff are doing their follow up calls to guest to check for satisfaction in a situation where there is a service / facility defect.
• Ensures all staff have complete knowledge of Emergency Procedures and their roles in an Emergency.

Experience Required:

• At least 4 year working experience.
• Minimum 2 years experience in an international Class Hotel.

Skills Required:

• Call Centre System
• Call Accounting Software
• GoldenCircle
• Guest History
• FFP

Employment / Job Type: Full Time

• 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.

About the Company:

Hong Kong headquartered luxury hospitality group operating hotels, resorts, and serviced residences across Asia, the Middle East, Europe, North America, and Oceania under the Shangri La, Kerry, JEN, and Traders brands. Known for Asian inspired service standards, it runs Gulf properties in Dubai, Abu Dhabi, Doha, Muscat, and Jeddah.

Company Industry: Hospitality

Department / Functional Area: Service Centre

Closing Date: Not mentioned (apply as soon as possible)