Career Opportunities: Service Manager Service Centre📣 Job Ad

About the Service Manager Role

Shangri-La Hotel in Jeddah is seeking a dedicated Service Manager to oversee its Service Centre operations. This full-time position requires a professional with 2-5 years of experience to ensure the highest standards of guest communication and service delivery.

Role Overview and Objectives

The Service Manager is responsible for providing day-to-day supervision, direction, and leadership to all Service Centre staff. The primary objective is to ensure all operations align with the performance and quality standards established by Shangri-La Hotels. This includes maintaining the hotel's communication systems and ensuring all guest interactions are handled politely and efficiently.

Key Responsibilities

• Maintain comprehensive knowledge of the operational systems within the Telephone / Service Centre, including Call Centre Systems and Call Accounting Software.
• Possess thorough understanding of Shangri-La’s standard operating policies and procedures for the Service Centre.
• Demonstrate complete knowledge of Shangri-La’s guest programs, such as Golden Circle, Guest History, and FFP.
• Supervise Service Centre operations and workflow to maximize guest satisfaction.
• Identify staff training needs and areas for service improvement.
• Guide and supervise all staff to ensure adherence to hotel policies and procedures.
• Conduct daily and monthly meetings to discuss service improvements 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 to confirm satisfaction.
• Verify that all staff are knowledgeable about Emergency Procedures and their specific roles during emergencies.

Qualifications and Experience

• A minimum of 4 years of relevant working experience.
• At least 2 years of experience within 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 initiative.
• A pleasant, friendly, and cheerful attitude.
• 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 working within the Service Centre, a key hub for guest communication and service coordination.