Call Centre Reservations Representative

Job Description

Requirements

• - 2 years experience in a call center, hospitality, or customer service role.
• - Business level proficiency in both Arabic and English (spoken and written).
• - Prior experience in a call centre, hospitality, or customer service role is required.
• - Willing to work shifts on rotation one of them ending at midnight.
• - Naturally warm, professional, and service-oriented.
• - Ability to remain calm and professional under pressure.
• - Familiarity with F&B, hospitality, or entertainment industries is an advantage.
• Most importantly, we are looking for someone who understands that every call is an opportunity to create a great first impression. You should be guest-obsessed, solutions-focused, and confident representing a premium hospitality destination.
• This role is not simply about answering calls — it is about connecting guests with the experiences and ensuring their journey begins with exceptional service.
• About The Group:
• SIHAMCO is a strategic partner operating proudly under the General Entertainment Authority (GEA), National Events Center (NEC), Riyadh Season and Jeddah Season since 2019.
• At SIHAMCO, we don’t just lead Saudi Arabia’s hospitality and entertainment evolution—we create it from the ground up. Since 2008, we’ve been designing, constructing, and operating exceptional experiences that blend local authenticity with global standards. Every destination and concept we launch reflects our commitment to cultural storytelling, creative excellence, and operational precision.
• Crafting a Homegrown Legacy
• All brands under SIHAMCO are homegrown Saudi concepts, fully developed in-house — from initial vision and brand identity to concept creation, design, execution and operation. We don’t import ideas; we build them — crafting unforgettable experiences from scratch that resonate deeply with both local and international audiences.
• Our Signature Brands
• Every brand under our umbrella is proudly reflecting the heart and soul of Saudi culture, while achieving international acclaim. With over 25 original homegrown brands, SIHAMCO not only sets — but consistently surpasses — global standards in Entertainment, Hospitality, F&B, Lifestyle, Wellness, Family & Pet Entertainment Experience. Our signature ventures: 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 showcase what it means to innovate locally and shine globally.
• Our brands are also registered across the GCC and internationally such as the United Kingdom, Egypt, Morocco etc ensuring full legal protection and readiness for global expansion.
• We Are Only Getting Started!
• Several exciting new concepts and brands are currently under development, with launches planned in the coming months. From bold new ideas to thoughtfully crafted experiences, SIHAMCO continues to grow its portfolio with originality, creativity and cultural pride.
• People First
• Our team is our greatest asset—a dynamic mix of local talent and international expertise, all united by a passion for excellence. We nurture careers, encourage creativity, and build leaders.

Responsibilities

• - Answer incoming calls promptly, professionally, and with a warm and welcoming approach.
• - Handle restaurant reservations, booking enquiries, amendments, cancellations, and general guest requests accurately.
• - Provide guests with clear and up-to-date information about restaurants, menus, events, entertainment, operating hours, promotions, facilities, and experiences.
• - Assist guests in selecting suitable restaurants or experiences based on their requirements and preferences.
• - Manage high volumes of enquiries during peak periods while maintaining a calm, professional, and friendly manner.
• - Confirm booking details and ensure all guest information is accurately recorded in the relevant reservation or CRM system.
• - Respond to guest questions and concerns, taking ownership of enquiries through to resolution wherever possible.
• - 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.
• - Maintain accurate records of guest interactions, bookings, requests, and follow-ups.
• - Proactively communicate any changes to reservations, operating hours, events, or guest arrangements.
• - Ensure all guest interactions are handled in line with service standards and brand experience.
• - Protect guest information and maintain confidentiality at all times.
• - Identify opportunities to enhance the guest experience through personalised service and thoughtful recommendations.
• - Support the wider Guest Experience team during busy periods and major events as required.

Skills Required