Service Manager Service Centre

About Shangri-La Jeddah

Shangri-La Jeddah is located on the new Jeddah Waterfront along the Red Sea. The hotel features 203 rooms and suites, 17 luxury serviced apartments, and 5 restaurants and lounges, including Shang Palace. It is also convenient to Jeddah’s landmarks and the Red Sea Mall. The property includes 116 privately owned Burj Assila Residences, with access to The Wellness Club facilities.

Role Summary

The Service Manager – Service Centre 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. This full-time role, based in Jeddah, Makkah, requires 2-5 years of experience and focuses on maintaining the hotel's communication system and ensuring guest communication is handled politely and efficiently.

Key Responsibilities

• Maintain complete knowledge of operational systems at the Telephone / Service Centre, including Call Centre System and Call Accounting Software.
• Ensure complete knowledge of Shangri-La’s standard operating policies and procedures for the Service Centre.
• Possess complete knowledge of Shangri-La’s Programmes, such as GoldenCircle, Guest History, and FFP.
• Supervise Service Centre operations and workflow to maximize guest satisfaction.
• Identify staff training requirements and areas for service improvement.
• Supervise and guide all staff to ensure adherence to hotel policies and procedures.
• Conduct daily and monthly meetings to highlight areas for service improvement and gather feedback.
• Foster a positive and highly motivated working environment that promotes teamwork.
• Ensure staff conduct follow-up calls to guests to check for satisfaction in cases of service or facility defects.
• Ensure all staff have complete knowledge of Emergency Procedures and their roles during an emergency.

Candidate Requirements

• Ability to lead and motivate a team.
• Flexibility to work varied hours and shifts.
• Demonstrated responsibility and initiative.
• Possession of a pleasant, friendly, and cheerful attitude.

Why Join Shangri-La Group

• A workplace that supports self-realization and personal growth.
• Structured learning and development pathways with opportunities for professional and leadership advancement.
• Competitive benefits, recognition programs, and colleague stay/travel perks.
• Teams that promote inclusion, respect diversity, and foster a secure environment.

Application Process

Shangri-La Group is an equal opportunity employer. Applications from all qualified candidates are welcome. All information provided by applicants will be used solely for recruitment purposes. Only successful candidates will be contacted.