Service Centre Officer

Job Description

The Service Centre Officer manages telephone and guest-service requests, provides accurate information, coordinates with hotel departments, records follow-up actions, and helps ensure a smooth guest experience. Candidates should have hospitality, customer-service, or call-centre experience, strong spoken English and Cantonese, and preferably Mandarin. Good telephone manner, computer literacy, attention to detail, and the ability to remain calm during busy periods are important. The role expects a polished, courteous, responsive, and team-oriented approach, with flexibility to work shifts, weekends, and public holidays. Familiarity with hotel systems and a genuine interest in resolving guest needs would be advantageous.

Company Info

Shangri-La is an international luxury hospitality group founded in Hong Kong and known for its Asian-inspired service, elegant hotels, resorts, and restaurants. The group operates properties across Asia, the Middle East, Europe, North America, and other major destinations under the Shangri-La, Kerry, JEN, and Traders brands. Its hotels generally focus on personalised service, warm hospitality, high operating standards, and memorable guest experiences. In Hong Kong, Shangri-La properties serve business and leisure travellers and offer opportunities across guest services, food and beverage, housekeeping, engineering, finance, and management. Employees may benefit from structured training, internal mobility, staff facilities, and exposure to an international hotel environment. Specific benefits and development opportunities vary by property, contract, and position.

Destination Guide

Hong Kong offers strong opportunities in hotels, restaurants, tourism, finance, retail, technology, and professional services. The culture blends Cantonese traditions with international influences, and workplaces often value punctuality, courtesy, efficiency, and teamwork. Life is energetic and convenient, with excellent public transport, varied food, shopping, hiking, beaches, and lively neighbourhoods. Accommodation is expensive, especially in central districts, so many workers live in Kowloon or the New Territories and commute by MTR. Foreign nationals normally need an approved employment visa sponsored by an employer before starting work; eligibility depends on qualifications, experience, salary, and the role. Employers usually provide guidance, while applicants must arrange passports, documents, medical checks, and housing. Cantonese is valuable for local customer-service positions, while English is widely used in international hotels. Hong Kong is compact, busy, safe, and well connected, but newcomers should budget carefully for rent and daily expenses.