Service Centre Officer

Job Description

The Service Centre Officer supports hotel guests by handling telephone calls, enquiries, requests and service-related messages promptly and professionally. The role typically requires good spoken English and Cantonese, with Mandarin considered an advantage, strong communication skills and a customer-focused attitude. Previous experience in a hotel, guest services, call centre or related environment is preferred. Candidates should be comfortable using telephone and hotel systems, accurately recording requests, coordinating with different departments and following up to ensure guest satisfaction. The successful candidate is expected to remain calm under pressure, work shifts including weekends and public holidays, maintain Shangri-La service standards and present a polite, helpful and professional manner at all times.

Company Info

Shangri-La is a leading luxury hospitality group founded in Hong Kong, with hotels, resorts and related businesses across Asia, the Middle East, Europe, North America and other international destinations. The group is known for its strong Asian service tradition, thoughtful guest experiences and luxury accommodation. Its portfolio includes city hotels, island resorts and properties serving business and leisure travellers. Shangri-La places emphasis on genuine hospitality, employee development, operational excellence and personalised service. In Hong Kong, the company operates well-known luxury properties and provides opportunities across front office, food and beverage, rooms, culinary, events, finance and corporate functions. Employees generally work in multicultural teams and are expected to demonstrate professionalism, attention to detail and a consistently warm approach to guests.

Destination Guide

Hong Kong is a vibrant coastal city and major international business centre, offering opportunities in hospitality, finance, retail, technology, logistics, education and professional services. Its culture blends Cantonese traditions with international influences, reflected in food, festivals, markets, temples and modern arts. Life is fast-paced, highly connected and convenient, with excellent public transport, varied dining and easy access to beaches, hiking trails and outlying islands. Accommodation can be expensive, particularly in central districts, so many employees live in areas such as Kowloon or the New Territories. Foreign nationals normally need an employment visa sponsored by their employer before starting work; eligibility depends on qualifications, experience, salary and the job offer. Employers may assist with visa paperwork, but applicants should confirm current requirements with Hong Kong Immigration. Cantonese is widely spoken, while English is common in hotels and international workplaces.