Service Centre Officer

Job Description

The Service Centre Officer handles guest requests and hotel communications through telephone and other service channels. Responsibilities typically include answering calls promptly, recording requests accurately, coordinating with housekeeping, engineering, restaurants and other departments, following up on guest needs, and maintaining high service standards. Candidates should have strong spoken English and Cantonese; Mandarin is often advantageous. Previous experience in a hotel, guest services, call centre or customer-facing role is preferred. The successful candidate should be polite, organised, calm under pressure and comfortable working shifts, including evenings, weekends and public holidays. Familiarity with hotel systems and basic computer skills is helpful.

Company Info

Shangri-La Group is a leading luxury hospitality company headquartered in Hong Kong, operating hotels, resorts and other properties across Asia, the Middle East, Europe, North America and Australia. Its brands include Shangri-La, Kerry Hotels, JEN by Shangri-La and Traders. The group is known for warm Asian hospitality, personalised guest service and high standards in accommodation, dining, meetings and wellness. Shangri-La hotels typically offer structured training, international career opportunities and a multicultural working environment. In Hong Kong, the company operates well-known luxury properties and serves business travellers, leisure guests, families and long-stay visitors. Service Centre roles are important to the guest experience because they connect guests with the hotel’s departments and ensure requests are handled efficiently and professionally.

Destination Guide

Hong Kong offers opportunities in hospitality, finance, retail, technology, logistics, education and professional services. Hotel jobs are concentrated in areas such as Tsim Sha Tsui, Central, Causeway Bay, Admiralty, Kowloon and the airport. The culture combines Cantonese traditions, international influences, efficient public transport and a fast-paced working style. Lifestyle options range from dense urban neighbourhoods and excellent restaurants to beaches, hiking trails and outlying islands. Rental housing can be expensive, so many newcomers share apartments or live in Kowloon or the New Territories for better value. Foreign nationals normally need an employment visa arranged through an eligible employer before starting work; requirements include a confirmed job, suitable qualifications or experience and proof that the role cannot readily be filled locally. Employers may assist with sponsorship, relocation and accommodation, but applicants should confirm these benefits in writing.