Service Centre Officer

Job Description

The Service Centre Officer handles guest calls and requests through the hotel’s telephone and service centre operation. Requirements typically include strong spoken English, Cantonese and preferably Mandarin, good communication and telephone etiquette, basic computer skills, and previous hotel, customer service or call-centre experience. The successful candidate is expected to respond promptly and courteously, record requests accurately, coordinate with relevant hotel departments, follow up until completion, protect guest confidentiality, and maintain Shangri-La’s service standards. Flexibility for shift work, weekends and public holidays is normally required, together with a calm, helpful manner and the ability to manage several requests during busy periods.

Company Info

Shangri-La is a luxury hospitality group founded in Hong Kong and known for its hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international markets. The group operates under the Shangri-La, Kerry, JEN and Traders brands, offering accommodation, dining, meetings, events and wellness services. Shangri-La places strong emphasis on thoughtful Asian hospitality, personalised guest service and colleague development. Its Hong Kong properties serve business and leisure travellers and include established city hotels with extensive restaurants, conference facilities and guest services. Employees typically work in a multicultural environment where communication, courtesy, attention to detail and teamwork are highly valued. Benefits and conditions vary by property and position but may include staff meals, uniform, training, medical coverage, incentives and opportunities for internal or international mobility.

Destination Guide

Hong Kong offers strong opportunities in hotels, tourism, aviation, retail, finance, technology and professional services. Its culture blends Cantonese traditions, international influences, festivals, efficient public transport and a fast-paced urban lifestyle. Residents enjoy excellent dining, shopping, healthcare, hiking, beaches and easy access to nearby islands and mainland China. Accommodation can be expensive, particularly in central districts, so many employees live in areas such as Kowloon, the New Territories or Hong Kong Island’s outer districts. Overseas applicants generally need an employer-sponsored work visa, commonly under the General Employment Policy, with a confirmed job, relevant qualifications or experience and proof of a genuine vacancy. Employers often assist with visa documentation, but applicants should confirm current Immigration Department requirements. A valid passport, medical or background documents where requested, and a written employment contract are important before relocating. Cantonese is valuable for guest-facing roles, while English is widely used in business and hotels.