Service Centre Officer

Job Description

The Service Centre Officer handles guest requests and enquiries through telephone and other communication channels, coordinates with hotel departments, records requests accurately, and follows up to ensure guest satisfaction. Candidates should have hotel or customer-service experience, strong communication skills in English and Cantonese, and preferably Mandarin. The role requires a pleasant telephone manner, good computer skills, attention to detail, sound judgment, and the ability to remain calm while managing multiple requests in a fast-paced luxury-hotel environment. Shift work, including evenings, weekends, and public holidays, is normally expected.

Company Info

Shangri-La Group is a leading luxury hospitality company headquartered in Hong Kong. It operates hotels, resorts, and related hospitality businesses across Asia, the Middle East, Europe, North America, and other international markets. Shangri-La is known for warm Asian-inspired service, refined accommodation, restaurants, wellness facilities, and strong attention to guest experience. Its Hong Kong properties serve business and leisure travellers and offer opportunities across front office, food and beverage, housekeeping, engineering, sales, and corporate functions. Employees are generally expected to demonstrate professionalism, cultural awareness, teamwork, and genuine care for guests. The group provides structured hotel operations experience and may offer staff benefits, training, meals, uniforms, and career progression depending on the property and employment contract.

Destination Guide

Hong Kong is a dense, international city with strong opportunities in hotels, tourism, retail, finance, technology, logistics, and professional services. Its culture blends Cantonese traditions with global influences, and Cantonese, English, and Mandarin are widely used in business and hospitality. Life is energetic and convenient, with excellent public transport, diverse food, shopping, hiking trails, beaches, and vibrant nightlife. Housing is expensive, so newcomers often share apartments or live in areas connected by the MTR. Foreign nationals normally need an employment visa arranged through an eligible sponsoring employer; the employer and applicant must provide supporting documents and meet immigration requirements. A valid passport, employment contract, proof of qualifications, and relevant experience may be required. Hong Kong has a subtropical climate, crowded urban districts, and a fast-paced work culture. New arrivals should budget carefully and arrange accommodation before starting work.