Service Centre Officer

Job Description

The Service Centre Officer manages the hotel’s telephone and guest communication services, answering calls promptly, transferring enquiries, recording requests, and coordinating with departments to ensure timely follow-up. The role generally requires strong spoken English and Cantonese, with Mandarin and additional languages advantageous. Candidates should have customer-service experience, ideally in a luxury hotel or hospitality environment, along with clear communication, a pleasant telephone manner, good computer skills, and the ability to remain composed during busy periods. The successful candidate is expected to be attentive, professional, discreet, service-oriented, and flexible with shifts, including weekends and public holidays.

Company Info

Shangri-La Group is a global luxury hospitality company founded in Hong Kong and known for its distinctive Asian-inspired approach to service. The group operates luxury hotels, resorts, and related properties across Asia, the Middle East, Europe, North America, and other international markets. Its Hong Kong properties serve business and leisure travellers and offer accommodation, dining, events, wellness, and guest services. Shangri-La places strong emphasis on genuine hospitality, personal attention, teamwork, and professional development. Employees typically work in a multicultural environment where service standards, communication, discretion, and attention to detail are highly valued. The company also promotes its Shangri-La Cares philosophy, focusing on people, communities, and responsible business practices. A Service Centre Officer contributes directly to the guest experience by ensuring calls, requests, and internal communications are handled efficiently and courteously.

Destination Guide

Hong Kong offers extensive opportunities in hotels, restaurants, tourism, retail, finance, technology, healthcare, and professional services. The hospitality sector is especially active around Central, Tsim Sha Tsui, Causeway Bay, the airport, and major resort areas. Life is fast-paced and convenient, with efficient MTR transport, excellent healthcare, international schools, diverse food, hiking trails, beaches, and a lively cultural scene. Cantonese is the everyday language, while English is widely used in business and hotels; Mandarin is increasingly valuable. Most overseas professionals need an employment visa sponsored by a Hong Kong employer, and approval depends on qualifications, relevant experience, salary, and proof that the role cannot readily be filled locally. Applicants should arrange accommodation, health coverage, banking, and an identity card after arrival. Housing is expensive, so many newcomers begin with shared accommodation or live in areas outside the city centre. Hong Kong is compact, safe, and well connected, but demanding work schedules and high living costs should be considered.