Service Associate - Reservation Agent

About the Property

Shangri-La Jeddah is positioned on the new Jeddah Waterfront overlooking the Red Sea, offering a luxury stay experience in one of the city’s most desirable locations. The hotel features floor-to-ceiling windows, interiors inspired by the sea and nearby beaches, a dedicated kids’ club, supervised play areas, and distinctive dining experiences designed for refined tastes.

• 203 elegant rooms and suites, along with 17 luxury serviced apartments
• 5 dining venues and lounges, including the renowned Shang Palace
• Close to major Jeddah attractions and Red Sea Mall
• 116 privately owned Burj Assila Residences with access to The Wellness Club facilities

Role Overview

The Reservation Agent is expected to deliver exceptional service that strengthens customer satisfaction and helps maximize booking conversion. The role also includes handling telephone-based sales and managing reservations for Food & Beverage outlets, along with other duties assigned by management.

Key Duties

• Build detailed knowledge of the room inventory, including layouts, features, benefits, and amenities, so the best room type can be matched to each guest’s needs.
• Develop a strong understanding of hotel pricing, especially public rate offers, and communicate the value of each offer effectively during the sales process.
• Stay updated on the hotel’s facilities and services and actively promote them to potential bookers.
• Keep track of product updates and any new developments within the hotel offering.
• Represent the Shangri-La service philosophy through a positive attitude, consistent service quality, and strong team spirit.
• Manage incoming reservation enquiries and correspondence, and respond promptly by confirming or declining requests based on the ARI strategy in place.
• Support management with additional tasks and responsibilities as needed.

Requirements

• Minimum 1 year of hotel industry experience.
• Comfortable working extended hours and rotating shifts.
• Strong written and spoken English, with very good Arabic communication skills as well.
• Working knowledge of Microsoft applications such as Excel and Word.
• Strong attention to detail.
• Genuine interest in delivering excellent customer service.
• Professional telephone etiquette and solid communication skills.
• Good administrative and organizational ability.
• Intermediate computer skills.
• College-level education.
• Flexibility to support different shifts as needed.
• Prior experience in reservations is an added advantage.
• Ability to work effectively as part of a team.
• Willingness to coordinate with other departments to meet guest needs.

Benefits

• A supportive workplace that encourages passion, self-growth, and personal development.
• Structured learning and development opportunities with room to build professional and leadership capabilities.
• Competitive benefits, recognition initiatives, and colleague stay/travel privileges.
• An inclusive and respectful culture that values diversity and provides a safe environment for everyone.

Additional Information

The employer is an equal opportunity provider and welcomes applications from all eligible candidates. Applicant information will be used solely for recruitment purposes. Only shortlisted candidates will be contacted.

This role is based in Jiddah, Makkah, Saudi Arabia.