Service Centre Officer

Job Description

The Service Centre Officer handles guest requests and enquiries by telephone, coordinates with hotel departments, records messages, and helps ensure prompt, courteous service throughout the guest stay. Candidates typically need hotel or customer-service experience, strong communication skills in English and Cantonese, with Mandarin often advantageous. Familiarity with telephone systems, guest service procedures, and hotel operations is useful. The role requires a professional manner, good problem-solving ability, accurate record-keeping, and confidence working under pressure. Flexibility to work rotating shifts, weekends, and public holidays is normally expected. Shangri-La will likely seek someone attentive, well-groomed, service-minded, and capable of managing several requests efficiently while maintaining guest confidentiality and the brand's hospitality standards.

Company Info

Shangri-La is a luxury hospitality group founded in Hong Kong and known for Asian-inspired service, elegant hotels, resorts, and residences worldwide. The group operates properties across Asia, the Middle East, Europe, North America, and other international destinations under the Shangri-La, Kerry, JEN, and Traders brands. Its hotels focus on personalized guest care, refined dining, wellness, meetings, and memorable experiences. In Hong Kong, Shangri-La properties include Island Shangri-La and Kowloon Shangri-La, both serving business and leisure travelers in prominent city locations. Employees work in a multicultural environment with structured operating standards, training opportunities, and strong emphasis on courtesy, teamwork, and attention to detail. Service Centre roles are central to the guest experience because they connect visitors with the hotel's rooms, restaurants, housekeeping, engineering, and other services.

Destination Guide

Hong Kong is a compact, highly connected destination combining a fast-paced international city with traditional neighbourhoods, mountains, beaches, and outlying islands. Hospitality, tourism, retail, aviation, finance, technology, and professional services provide broad employment opportunities, although competition is strong and working hours can be demanding. Cantonese is important for many customer-facing jobs; English is widely used in hotels and offices, while Mandarin is increasingly valuable. Life is convenient, safe, and energetic, with excellent public transport, diverse food, and extensive shopping and entertainment. Housing is expensive, so many newcomers share accommodation or live in areas with longer commutes. Foreign nationals normally need an approved employment visa sponsored by an employer before starting work; eligibility depends on qualifications, experience, salary, and proof that the role cannot readily be filled locally. Employers may assist with visa paperwork, but relocation costs and accommodation should be confirmed in the offer.