Service Centre Officer

Job Description

The Service Centre Officer handles guest calls and service requests, provides accurate information, coordinates with hotel departments, records requests, and follows up to ensure guest satisfaction. Candidates should have a customer-focused attitude, clear spoken English and Cantonese, and preferably Mandarin. Previous experience in hotel guest services, telephone operations, or a call centre is advantageous. The role requires strong communication, computer and telephone skills, patience, attention to detail, and the ability to remain professional during busy periods. Candidates are expected to work shifts, including weekends and public holidays, while maintaining Shangri-La’s standards of courtesy, efficiency, confidentiality, and personalized service.

Company Info

Shangri-La is a luxury hospitality group founded in Hong Kong and recognized for its Asian-inspired service, elegant hotels, resorts, and residences worldwide. The group operates properties across Asia, the Middle East, Europe, North America, and other major destinations under brands including Shangri-La, Kerry Hotels, JEN by Shangri-La, and Traders. Its service philosophy emphasizes genuine care, warm hospitality, personalized guest experiences, and strong attention to detail. Shangri-La hotels typically provide extensive dining, accommodation, events, wellness, and business facilities. Employees work in a multicultural environment with opportunities to develop careers across hotel operations and corporate functions. In Hong Kong, the company has a long-established presence and is known for premium service standards, international guests, structured training, and professional hospitality operations.

Destination Guide

Hong Kong offers strong opportunities in hotels, restaurants, tourism, finance, retail, technology, logistics, and professional services. The culture combines Cantonese traditions, international influences, fast-paced city life, and excellent food. Living standards and public transport are high, though housing is expensive and space is limited. Popular areas include Hong Kong Island, Kowloon, and the New Territories, with beaches, hiking trails, islands, and countryside easily accessible from the city. Most hospitality roles value English and Cantonese; Mandarin is often helpful. Foreign nationals normally need an employment visa sponsored by their employer, with approval depending on qualifications, salary, and the role’s business need. New employees should arrange accommodation, medical insurance, banking, and an identity card after arrival. Hong Kong’s efficient transport, diverse communities, and career mobility make relocation attractive, but applicants should budget carefully for rent and daily expenses.