Service Centre Officer

Job Description

The Service Centre Officer handles guest calls and requests, provides accurate information, coordinates with hotel departments, records follow-up actions, and helps ensure a smooth guest experience. Candidates should have a friendly telephone manner, clear spoken English and Cantonese; Mandarin is an advantage. Previous experience in hotel operations, guest services, reservations, or a call centre is normally preferred. The role requires good computer skills, attention to detail, patience, and the ability to remain professional under pressure. As a Shangri-La representative, the successful candidate is expected to deliver warm, personalised service, respond promptly, protect guest confidentiality, and work flexible shifts, including weekends and public holidays.

Company Info

Shangri-La is a leading luxury hospitality group founded in Hong Kong, with hotels, resorts, and related businesses across Asia, the Middle East, Europe, North America, and other international destinations. The group is known for refined accommodation, attentive service, extensive dining options, and a strong emphasis on Asian-inspired hospitality. Its Hong Kong properties serve business travellers, leisure guests, families, and major events, offering employees opportunities to work in a multicultural and service-focused environment. Shangri-La generally places importance on guest satisfaction, teamwork, professional standards, staff development, and consistent operational quality. Depending on the property and position, employees may receive benefits such as staff meals, training, medical coverage, discounts on hotel stays, and career progression within the wider group.

Destination Guide

Hong Kong offers strong opportunities in hotels, tourism, finance, retail, aviation, technology, education, and professional services. It is a fast-paced, international city where English is widely used at work, while Cantonese is central to local culture and Mandarin is increasingly useful. Life combines dense urban neighbourhoods, excellent public transport, shopping, diverse food, hiking trails, beaches, and nearby islands. Rents can be high, especially in central districts, so many employees share accommodation or live in areas such as Kowloon or the New Territories. Foreign nationals normally need an approved employment visa before starting work, with the employer supporting the application; eligibility depends on qualifications, experience, salary, and a genuine local job offer. New arrivals should budget for housing deposits, transport, insurance, and daily expenses. Hong Kong is generally convenient and safe, but work schedules in hospitality commonly include shifts, weekends, and public holidays.