Service Centre Officer

Job Description

The Service Centre Officer handles guest telephone calls, enquiries and service requests, coordinates with hotel departments, records requests accurately and follows up to ensure guest satisfaction. Candidates should have hospitality or customer-service experience, strong communication skills and a professional telephone manner. Fluency in English and Cantonese is generally expected, while Mandarin and additional languages are advantageous. The role requires good computer skills, attention to detail, calm problem-solving abilities and flexibility to work shifts, weekends and public holidays. The successful candidate is expected to deliver warm, efficient and personalized service while maintaining Shangri-La’s standards and protecting guest confidentiality.

Company Info

Shangri-La Hotels and Resorts is a luxury hospitality group founded in Hong Kong and recognized for its Asian-inspired service, refined accommodation and extensive international presence. The group operates hotels, resorts and other hospitality properties across Asia, the Middle East, Europe, North America and other destinations. Shangri-La emphasizes genuine care, personalized guest experiences and strong service standards, supported by its well-known Shangri-La hospitality culture. Its Hong Kong properties serve business and leisure travelers and offer careers across front office, food and beverage, housekeeping, culinary, engineering, sales and corporate functions. Employees typically work in a multicultural environment with structured operational training and opportunities to develop within the wider hotel group.

Destination Guide

Hong Kong is a fast-paced international city rather than a traditional island destination, combining dense urban districts with beaches, hiking trails and outlying islands. Hospitality, finance, retail, aviation, technology and professional services provide major job opportunities, while tourism remains an important employer. Cantonese is widely spoken; English is common in business and hotels, and Mandarin is increasingly useful. Life is convenient but expensive, especially housing. Public transport is excellent, with MTR trains, buses, ferries and trams connecting the city. International employees generally need an employment visa sponsored by their employer, and the role must meet immigration and qualification requirements. New arrivals should arrange accommodation, healthcare coverage, banking and tax registration. Hong Kong offers diverse dining, vibrant nightlife, cultural festivals and easy access to beaches, nature parks and regional travel.