Service Manager - Service Centre

Job Title: Service Manager – Service Centre

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.

• 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. Golden Circle, 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.

• At least 4 year working experience.
• Minimum 2 years experience in an international Class Hotel.

• Call Centre System
• Call Accounting Software
• Golden Circle
• Guest History
• FFP

Employment / Job Type: Full Time

• 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.

Hong Kong headquartered luxury hospitality group operating hotels, resorts, and serviced residences across Asia, the Middle East, Europe, North America, and Oceania under the Shangri La, Kerry, JEN, and Traders brands. Known for Asian inspired service standards, it runs Gulf properties in Dubai, Abu Dhabi, Doha, Muscat, and Jeddah.

Company Industry: Hospitality

Department /

Functional Area:

Service Centre

Closing Date: Not mentioned (apply as soon as possible)