Service Centre Officer

Job Description

The Service Centre Officer handles guest requests and hotel communications through telephone and other service channels. Typical responsibilities include answering calls professionally, recording and following up on requests, coordinating with housekeeping, engineering, restaurants and other departments, providing accurate information, and helping resolve guest concerns. The role generally requires a diploma or certificate in hospitality, customer service or a related field, although relevant hotel experience may be accepted. Candidates should have clear communication skills, a pleasant telephone manner, good computer literacy, strong attention to detail and the ability to remain calm under pressure. Fluency in English and Cantonese is normally expected in Hong Kong; Mandarin and other languages are advantageous. Flexibility to work shifts, weekends and public holidays is essential.

Company Info

Shangri-La is a leading luxury hospitality group founded in Hong Kong, operating hotels, resorts and related properties across Asia, the Middle East, Europe, North America and other international markets. The group is known for its Asian-inspired approach to warm service, elegant accommodation, dining, wellness and business hospitality. Shangri-La Hotels and Resorts employs people in guest services, food and beverage, culinary operations, housekeeping, sales, finance, engineering and corporate functions. Its Hong Kong properties serve local residents, international visitors, corporate travellers and major events, creating a multicultural workplace with high service standards. Employees are generally expected to demonstrate courtesy, professionalism, teamwork and strong attention to guest satisfaction. Career opportunities may include structured training, internal mobility and exposure to the standards of an established international luxury hotel brand.

Destination Guide

Hong Kong offers strong opportunities in hotels, restaurants, tourism, retail, finance, technology, healthcare and professional services. The culture combines Cantonese traditions, international influences, efficient business practices and a fast-paced urban lifestyle. Residents enjoy excellent public transport, varied food, shopping, harbour views, hiking trails and easy access to beaches and outlying islands. Rents can be high, particularly on Hong Kong Island and in Kowloon, so many employees share accommodation or live in the New Territories. Foreign nationals normally need an approved employment visa before starting work; the employer usually sponsors the application, and the role must meet immigration requirements. New arrivals should arrange accommodation, health insurance, banking and an identity card after approval. Cantonese is valuable for hospitality work, while English is widely used in hotels. Mainland Chinese applicants require the appropriate work authorization rather than ordinary visitor entry.