Service Centre Officer

Job Description

The Service Centre Officer handles guest telephone calls, requests, enquiries and hotel communications, coordinating with departments such as Housekeeping, Front Office, Engineering and Food and Beverage. Candidates should have previous hotel or customer-service experience, clear spoken English, Cantonese and preferably Mandarin, good telephone etiquette and basic computer skills. The role requires a pleasant, professional manner, accurate message-taking and the ability to remain calm while managing multiple requests. Candidates are expected to provide prompt, personalised service, protect guest confidentiality, follow Shangri-La service standards and work flexible shifts, including weekends and public holidays.

Company Info

Shangri-La Group is a Hong Kong-founded luxury hospitality company operating hotels, resorts and serviced residences across Asia, the Middle East, Europe, North America and other international markets. Its brands are known for personalised Asian hospitality, high service standards and attention to guest comfort. Shangri-La properties typically offer accommodation, restaurants, meeting facilities, wellness services and business amenities. The company employs colleagues across guest services, culinary operations, housekeeping, engineering, sales, finance and management. A Service Centre Officer supports the guest experience by acting as an efficient communication link between guests and hotel departments. Working for Shangri-La can provide exposure to international hospitality standards, structured training and opportunities to progress within hotel operations or the wider group.

Destination Guide

Hong Kong is a compact, highly connected city and territory with strong opportunities in hospitality, tourism, finance, retail, technology and professional services. Hotel jobs are concentrated in Hong Kong Island, Kowloon, Tsim Sha Tsui, Central, Causeway Bay, Lantau and resort areas. The culture blends Cantonese traditions with international influences; politeness, punctuality and efficiency are valued at work. Lifestyle options range from dense urban neighbourhoods and excellent public transport to beaches, hiking trails, islands and lively dining districts. English is widely used professionally, while Cantonese is especially valuable in guest-facing roles; Mandarin is also useful. Foreign employees generally need an approved employment visa before starting work, usually sponsored by the employer. Applicants should confirm salary, accommodation, medical coverage and visa arrangements, and budget carefully for Hong Kong’s high rental costs.