Service Associate - Service Center

Job Summary

To be responsible for ensuring that calls to the Service Centre are promptly answered and requests are followed through to the concerned department.

• Have knowledge of the operational systems at the telephone service centre e.g. PABX, call centre system, call accounting software.
• Have knowledge of Shangri‑La’s standard operating policies and procedures for the service centre.
• Ensure all calls from guests and external calls are handled professionally and with care, adhering to the hotel’s and Shangri‑La policies and procedures.
• Ensure correct transmission and receipt of facsimile.
• Accurately record all requests for wake‑up calls and ensure they are handled correctly.
• Answer all incoming calls.
• Record and channel guest requests to appropriate departments; if required, perform follow‑up calls to guests concerned to ensure service/facility defect has been rectified to satisfaction.
• Make operator‑assisted calls.
• Record guest’s messages.
• Know all the emergency procedures of the hotel and how to handle them.

• At least 1 year of working experience.
• Ability to work flexible hours and shifts.
• Communicates and writes with fluency in English (and Arabic language).
• Responsible and able to take initiative.
• Pleasant, friendly, and cheerful attitude.
• This position is for Saudi nationals only.

• 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.