Service Manager – Service Centre

About the role

The Service Manager – Service Centre will lead the daily operations of the hotel’s call centre, ensuring seamless guest communication and high satisfaction levels. Reporting to senior hotel management, you will supervise staff, maintain system performance, and uphold Shangri‑La’s service standards.

Key responsibilities

• Supervise and direct all Service Centre staff, ensuring adherence to hotel policies and quality standards.
• Maintain and monitor the telephone and call‑centre systems, including call accounting software.
• Apply Shangri‑La’s standard operating procedures and programmes such as GoldenCircle, Guest History, and FFP.
• Identify training needs, conduct regular meetings, and drive continuous service improvements.
• Ensure follow‑up calls to guests after service or facility issues to confirm satisfaction.
• Oversee emergency procedures and staff readiness for any incident.

Required profile

• Minimum 4 years of work experience, with at least 2 years in an international‑class hotel.
• Proven ability to lead, motivate, and develop a team.
• Flexible to work varied shifts and hours.
• Fluent in English and Arabic.
• Saudi national.
• Responsible, initiative‑taking, and a pleasant, friendly attitude.

Required skills

• Proficiency with Call Centre System.
• Experience using Call Accounting Software.

What we offer

• A supportive workplace that values personal growth and passion.
• Structured learning and development pathways with clear advancement opportunities.
• Competitive benefits, recognition programmes, and travel/perk allowances.