Career Opportunities: Service Manager Service Centre📣 Job Ad

About the Service Manager Role

Shangri-La Hotel in Jeddah is seeking a full-time Service Manager to oversee its Service Centre operations. This role requires a candidate with 2-5 years of relevant experience, including a minimum of 2 years within an international-class hotel environment. The Service Manager will be responsible for ensuring high standards of guest service and operational efficiency within the Service Centre.

Key Responsibilities

• Provide day-to-day supervision, direction, and leadership to Service Centre staff, aligning with Shangri-La Hotels' objectives and quality standards.
• Ensure the hotel's communication systems are maintained and that guest interactions are handled politely and efficiently.
• Maintain comprehensive knowledge of the operational systems at the Telephone/Service Centre, including Call Centre Systems and Call Accounting Software.
• Possess complete knowledge of Shangri-La's standard operating policies and procedures for the Service Centre.
• Have full understanding of Shangri-La's guest programs, such as Golden Circle, Guest History, and Frequent Flyer Programs (FFP).
• Supervise Service Centre operations and workflow to maximize guest satisfaction.
• Identify staff training needs and areas for service improvement.
• Guide staff to ensure adherence to hotel policies and procedures.
• Conduct daily and monthly meetings to discuss service improvement areas and gather feedback.
• Foster a positive and motivated working environment that promotes teamwork.
• Ensure staff conduct follow-up calls to guests regarding service or facility issues.
• Verify that all staff are knowledgeable of Emergency Procedures and their roles during emergencies.

Required Qualifications and Experience

• A minimum of 4 years of overall working experience.
• At least 2 years of experience in an international-class hotel.
• Ability to lead and motivate a team effectively.
• Willingness to work flexible hours and shifts.
• Fluent communication and writing skills in both English and Arabic.
• Demonstrated responsibility and the ability to take initiative.
• A pleasant, friendly, and cheerful demeanor.
• This position is open to Saudi Nationals only.

Work Environment and Location

This is a full-time position based at the Shangri-La Hotel in Jeddah. The role involves managing the day-to-day operations of the Service Centre, contributing to a positive and efficient guest experience.