Service Associate – Service Center

About the role

The Service Associate works in the hotel’s Service Centre, ensuring that every guest call and request is answered promptly and routed to the appropriate department. You will be the first point of contact for guests and external callers, delivering professional and courteous service in line with Shangri‑La standards.

Key responsibilities

• Answer all incoming telephone calls and record guest messages.
• Channel guest requests to the correct hotel departments and follow up to confirm resolution.
• Manage wake‑up call requests and ensure accurate scheduling.
• Handle facsimile transmission and receipt.
• Make operator‑assisted calls and perform follow‑up calls when needed.
• Apply hotel emergency procedures and coordinate responses.

Required profile

• Minimum 1 year of relevant experience in a call‑centre or hospitality environment.
• Flexible availability for shifts and varying hours.
• Fluent written and spoken English and Arabic.
• Saudi national.
• Responsible, proactive, with a pleasant and friendly attitude.

Required skills

• Knowledge of PABX telephone systems.
• Familiarity with call‑centre software and call‑accounting platforms.
• Understanding of Shangri‑La standard operating procedures and emergency protocols.

What we offer

• Career development pathways and structured learning.
• Competitive benefits, recognition programs, and travel perks.
• Inclusive, diverse team environment that values personal growth.