Service Associate Reservation Agent

About Shangri-La Jeddah

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

The Role of Service Associate Reservation Agent

The Service Associate Reservation Agent at Shangri-La Group in Makkah, specifically serving Jeddah and Makkah, is responsible for delivering high levels of service to ensure customer satisfaction and optimize booking opportunities. This full-time role involves handling telephone sales and managing reservations for all Food and Beverage outlets, alongside other duties as assigned by management. The position requires 0-1 years of experience.

Key Responsibilities

• Understand room product details, including layout, physical attributes, benefits, and amenities, to effectively differentiate room types and match guest needs.
• Be knowledgeable about the hotel’s rate structure, particularly public rate offers, and highlight the unique value of offers during the selling process.
• Maintain awareness of the hotel’s facilities and services, promoting them to bookers at every opportunity.
• Stay informed about changes and new developments in the hotel product.
• Provide high-quality service to customers, maintain a positive attitude, and foster team spirit in line with the Shangri-La philosophy.
• Process incoming reservation requests and correspondence, confirming or regretting based on Availability, Rates & Inventory (ARI) strategy, ensuring prompt responses.

Qualifications and Requirements

• At least 1 year of working experience in a hotel environment.
• Ability to work long hours and various shifts.
• Fluency in both English and Arabic, for both written and verbal communication.
• Proficiency in Microsoft programs such as Excel and Word.
• Demonstrated attention to detail.
• A commitment to delivering excellent customer service.
• Professional telephone manner and strong communication skills.
• Administration and organizational skills.
• Intermediate computer proficiency.
• Collegiate-level degree.
• Flexibility in covering shifts.
• Previous experience in a Reservations environment is an advantage.
• Ability to work effectively as part of a team and collaborate with other departments to meet customer needs.

Work Environment and Benefits

Shangri-La Group offers a workplace that supports personal growth and professional development. Employees benefit from structured learning pathways and opportunities to advance leadership skills. The company provides competitive benefits, recognition programs, and colleague stay/travel perks. The work environment promotes inclusion, respects diversity, and fosters a secure setting for all team members.