وصف الوظيفة
Role Overview
Call Centre Reservations Representative at SIHAMCO for The Groves in Riyadh. This is a seasonal position for approximately 6–7 months.
Company Overview
SIHAMCO is a strategic partner operating under the General Entertainment Authority (GEA), National Events Center (NEC), Riyadh Season and Jeddah Season since 2019. Since 2008, the company has been designing, constructing, and operating exceptional experiences that blend local authenticity with global standards. All brands under SIHAMCO are homegrown Saudi concepts, fully developed in-house from initial vision through design, execution and operation. The portfolio includes over 25 original brands such as The Groves, ZodiaC Cuisine, Little Krazy, LucaLand, LucaPark, The Polar Ice Bar, Milk & Butter Nail Spa, Kooz Karak, Birds of Eden, El Lechazo, Khawaja Yanni, Zama Zulu, Hawanim Groves City, Vida Vera, The Groves Pizzeria and Gem-In-I. Brands are registered across the GCC and internationally including the United Kingdom, Egypt, and Morocco.
Role Purpose
As one of the first points of contact for guests, you will manage incoming calls and enquiries to create a seamless and positive guest experience. You will handle restaurant reservations, provide information about dining, entertainment and retail offerings, and ensure every interaction reflects the high standards of The Groves.
Key Responsibilities
Call Management & Guest Service
- Answer incoming calls promptly, professionally, and with a warm and welcoming approach.
- Manage high volumes of enquiries during peak periods while maintaining a calm, professional, and friendly manner.
- Respond to guest questions and concerns, taking ownership of enquiries through to resolution wherever possible.
- Identify opportunities to enhance the guest experience through personalised service and thoughtful recommendations.
Reservations & Booking Management
- Handle restaurant reservations, booking enquiries, amendments, cancellations, and general guest requests accurately.
- Confirm booking details and ensure all guest information is accurately recorded in the relevant reservation or CRM system.
- Assist guests in selecting suitable restaurants or experiences based on their requirements and preferences.
Information & Communication
- Provide guests with clear and up-to-date information about restaurants, menus, events, entertainment, operating hours, promotions, facilities, and experiences.
- Proactively communicate any changes to reservations, operating hours, events, or guest arrangements.
- Maintain accurate records of guest interactions, bookings, requests, and follow-ups.
Issue Resolution & Escalation
- Handle complaints professionally and sensitively, escalating matters to the appropriate department or supervisor when required.
- Coordinate with restaurants, guest relations, operations, and other departments to ensure guest requests are followed through.
Standards & Compliance
- Ensure all guest interactions are handled in line with service standards and brand experience.
- Protect guest information and maintain confidentiality at all times.
Team Support
- Support the wider Guest Experience team during busy periods and major events as required.
Qualifications & Experience
- 2 years experience in a call centre, hospitality, or customer service role.
- Business level proficiency in both Arabic and English (spoken and written).
- Familiarity with F&B, hospitality, or entertainment industries is an advantage.
Skills & Competencies
- Naturally warm, professional, and service-oriented.
- Ability to remain calm and professional under pressure.
- Guest-obsessed and solutions-focused.
- Confident representing a premium hospitality destination.
Additional Information
- Willing to work shifts on rotation, one of which ends at midnight.
- Competitive salary packages aligned with market standards and experience.
- Career development and internal promotion opportunities across departments and seasons.
- Creative and collaborative work culture built on passion, innovation, and attention to detail.
- Exposure to high-end hospitality and entertainment concepts and experience in premium F&B and entertainment.
- Experience working on premium events within The Groves and Riyadh Season.
- Cultural diversity with a team of passionate professionals from around the world.