The Service Centre Officer manages hotel guest calls and requests through the service centre, providing prompt, courteous and accurate assistance. Typical duties include answering internal and external calls, recording and following up on guest requests, coordinating with housekeeping, engineering, concierge and other departments, handling basic enquiries, and maintaining service records. Candidates should have strong spoken English and Cantonese; additional languages are advantageous. Previous hotel, customer service or call-centre experience is preferred. The role requires a pleasant telephone manner, good communication and computer skills, attention to detail, professional presentation, and the ability to remain calm while handling multiple requests. Flexibility to work shifts, weekends and public holidays is expected.
Shangri-La is a luxury hospitality group founded in Hong Kong and recognised for its Asian-inspired service, warm guest experiences and high operating standards. The group manages hotels, resorts and related hospitality businesses across Asia, the Middle East, Europe and other international markets. Its properties typically offer accommodation, restaurants, lounges, meeting facilities, wellness services and concierge support. Shangri-La places strong emphasis on personalised service, cultural understanding, teamwork and professional development. Employees may benefit from exposure to international hotel operations, structured training and opportunities to progress within the wider group. In Hong Kong, Shangri-La operates prominent luxury hotels serving business travellers, leisure guests, families and major events. Service Centre Officers contribute directly to the guest experience by ensuring requests are received, coordinated and resolved efficiently.
Hong Kong offers strong employment opportunities in hotels, restaurants, tourism, retail, finance, technology and professional services. Its culture blends Chinese traditions with international influences, and Cantonese is widely spoken while English is common in business and hospitality. Life is fast-paced, highly connected and convenient, with excellent public transport, diverse food, shopping, nightlife, hiking trails and beaches. Housing can be expensive, particularly near central districts, so many employees live in Kowloon or the New Territories and commute by MTR. Foreign nationals generally need an employment visa arranged with an approved sponsoring employer before starting work; eligibility depends on qualifications, experience, salary and the role. Employers usually provide guidance on documentation and onboarding. New arrivals should budget for accommodation deposits, transport and healthcare, and confirm whether meals, uniforms, staff accommodation or relocation support are included in the offer.
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