Career Opportunities: Service Manager Service Centre📣 Job Ad

About the Role

Shangri-La Hotel in Jeddah is seeking a Service Manager to oversee its Service Centre operations. This full-time position requires a candidate with 2-5 years of experience, including a minimum of 2 years within an international class hotel environment.

Role Overview

The Service Manager is responsible for providing day-to-day supervision, direction, and leadership to all Service Centre staff. The role ensures that operational objectives, performance, and quality standards established by Shangri-La Hotels are met. A key aspect of this position is maintaining the hotel's communication system and ensuring guest interactions are handled politely and efficiently.

Key Responsibilities

• Maintain comprehensive knowledge of operational systems within the Telephone/Service Centre, including Call Centre Systems and Call Accounting Software.
• Possess a thorough understanding of Shangri-La's standard operating policies and procedures for the Service Centre.
• Be knowledgeable of Shangri-La's guest programs, such as Golden Circle, Guest History, and Frequent Flyer Programs.
• Supervise the Service Centre's operations and workflow to maximize guest satisfaction.
• Identify staff training needs and areas for service improvement.
• Guide and supervise 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 satisfaction with resolved service or facility defects.
• Verify that all staff have complete knowledge of Emergency Procedures and their respective roles during emergencies.

Qualifications and Experience

• A minimum of 4 years of relevant working experience.
• A minimum of 2 years of experience in an international class hotel.
• Proven ability to lead and motivate a team.
• Flexibility to work varied 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

This is a full-time position based at the Shangri-La Hotel in Jeddah. The role involves working within a dynamic hotel environment, requiring adaptability and a commitment to service excellence.