Service Manager - Service Centre

About This Role

Find Your Shangri-La in Shangri-La Shangri-La Jeddah Anchored on the new Jeddah Waterfront along the shores of the Red Sea, Shangri-La Jeddah sets a new standard for luxury in the city. Floor-to-ceiling windows throughout the hotel invite the outdoors in, and the stylish interiors reflect the endless blue of the sea and sandy beaches right outside. A dedicated Kids Club and supervised play area provides the canvas for families to create unforgettable memories, while innovative dining concepts promise to satisfy the most refined palates.

• 203 stylish rooms and suites plus 17 luxury serviced apartments.
• 5 restaurants and lounges, including the legendary Shang Palace
• Convenient for Jeddah’s popular landmarks and Red Sea Mall
• 116 privately owned Burj Assila Residences. They also have access to The Wellness Club facilities.

Job Summary To 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 . Ensures that the communication system of the hotel is well maintained and guest communication handled politely and efficiently.

As Service Manager – Service Centre, we rely on you to,

• To have complete knowledge of the operational systems at Telephone / Service Centre e.g. Call Centre System / Call Accounting Software.
• To have complete knowledge of Shangri‐La’s standard operating policies and procedures for the Service Centre.
• To have complete knowledge of Shangri‐La’s Programmes e.g. GoldenCircle, Guest History, FFP.
• Supervises the Service Centre operation and work flow to maximize guests’ satisfaction.
• Identifies staff training requirements and service improvements areas.
• Supervises and guides all staff to ensure that hotel’s policies and procedures are adhered to.
• Conducts daily and monthly meetings to highlight areas of improvement in the service aspects and obtain feedback.
• Creates a positive and highly motivated working environment that promotes and develops teamwork.
• Ensures that staff are doing their follow up calls to guest to check for satisfaction in a situation where there is a service / facility defect.
• Ensures all staff have complete knowledge of Emergency Procedures and their roles in an Emergency.

What We Are Looking For

• At least 4 year working experience.
• Minimum 2 years experience in an international Class Hotel.
• Able to lead and motivate the team
• Ability to work flexible hours and shifts.
• Communicates and writes with fluency in English as well as the Arabic language.
• Responsible and able to take initiative.
• Pleasant, friendly, and cheerful attitude.
• This Position is for Saudi Nationals Only

Why Join Us

• A workplace that values your passion and supports self-realization and personal growth.
• Structured learning and development pathways with real opportunities to advance your professional craft and leadership skills.
• Competitive benefits, recognition programs, and colleague stay/travel perks that reward your contribution and dedication.
• Teams that promote inclusion and respect, value diversity, and foster a secure environment where everyone can thrive.

We are an equal opportunity employer. Applications from all qualified candidates are welcomed. All information provided by applicants will be treated in and used only for recruitment purposes.

We appreciate your interest in joining us. Please note that only successful candidates will be contacted.

Anchored on the new Jeddah Waterfront along the shores of the Red Sea, Shangri-La Jeddah sets a new standard for luxury in the city. Floor-to-ceiling windows throughout the hotel invite the outdoors in, and the stylish interiors reflect the endless blue of the sea and sandy beaches right outside. A dedicated Kids Club and supervised play area provide the canvas for families to create unforgettable memories, while innovative dining concepts promise to satisfy the most refined palates.