Service Centre Officer

Job Description

The Service Centre Officer handles hotel telephone calls, guest requests, enquiries and service coordination, acting as a central contact point between guests and operating departments. Candidates should have strong spoken English and Cantonese; Mandarin is often an advantage. Previous experience in a hotel, guest services, call centre or customer-facing role is preferred. The successful candidate is expected to communicate professionally, respond promptly, record requests accurately and follow up until matters are resolved. A pleasant manner, patience, good telephone etiquette, computer literacy and the ability to work shifts, weekends and public holidays are important. The role also requires teamwork, discretion and a strong commitment to Shangri-La’s service standards.

Company Info

Shangri-La Hotels and Resorts is a luxury hospitality group founded in Hong Kong and known for its Asian-inspired approach to warm, personalised service. The group operates hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international markets. Its properties typically offer accommodation, restaurants, meeting facilities, wellness services and extensive guest amenities. Shangri-La places strong emphasis on genuine hospitality, cultural understanding, employee development and creating memorable guest experiences. In Hong Kong, the company operates prominent luxury properties and provides opportunities across front office, food and beverage, housekeeping, culinary, engineering, sales and corporate functions. Employees generally work in a structured international environment with training, staff benefits and opportunities for career progression within the wider group.

Destination Guide

Hong Kong is a compact, highly connected coastal city made up of Hong Kong Island, Kowloon and the New Territories, with many outlying islands nearby. Hospitality offers regular opportunities in luxury hotels, restaurants, events, tourism, retail and customer service, particularly for candidates with English, Cantonese or Mandarin skills. The culture blends Chinese traditions with international influences, and the lifestyle is energetic, convenient and food-focused, with excellent public transport, hiking trails and dense urban districts. Rents can be high, especially near Central and major business areas, so many employees live in Kowloon or the New Territories. Most overseas professionals need an employment visa sponsored by their employer and must meet qualification and salary requirements. Employers commonly assist with documentation, but candidates should confirm current Immigration Department rules. Hong Kong uses the Hong Kong dollar and has a fast-paced working environment.