Service Centre Officer

Job Description

The Service Centre Officer handles hotel telephone calls, guest requests, enquiries and internal communications, ensuring prompt and courteous service. Typical requirements include secondary education or a hospitality qualification, good spoken English and Cantonese, basic computer skills, clear telephone etiquette and the ability to work shifts, weekends and public holidays. Mandarin is an advantage. The successful candidate is expected to remain calm under pressure, record requests accurately, coordinate efficiently with housekeeping, engineering and other departments, protect guest confidentiality and follow Shangri-La service standards. Previous experience in a hotel switchboard, guest services or call-centre environment is preferred, although candidates with strong customer-service skills may also be considered.

Company Info

Shangri-La Group is a major luxury hospitality company founded in Asia and headquartered in Hong Kong. It operates hotels, resorts and related properties across Asia, the Middle East, Europe, North America and other international markets under brands including Shangri-La, Kerry Hotels, JEN and Traders. The group is known for its Asian-inspired hospitality, attentive personal service and premium accommodation, dining, meetings and wellness facilities. Shangri-La hotels typically provide structured training, employee benefits and opportunities for progression across departments and countries. In Hong Kong, the group has a strong presence through well-established luxury properties serving business travellers, leisure guests, events and long-term residents. Service Centre employees support the guest experience by connecting callers with the right hotel teams and ensuring requests are followed through professionally and efficiently.

Destination Guide

Hong Kong offers strong opportunities in hospitality, tourism, finance, retail, technology, logistics and professional services. Hotel jobs are concentrated on Hong Kong Island, Kowloon, the airport area and resort districts, with many roles requiring English and Cantonese; Mandarin is often helpful. The culture is fast-paced, international and respectful of hierarchy, while local life combines dense urban neighbourhoods, excellent public transport, Cantonese cuisine, shopping and easy access to beaches, hiking trails and outlying islands. Housing is expensive, so employer accommodation or a practical commuting plan is valuable. Overseas employees generally need an employment visa sponsored by the hiring company, and the employer must demonstrate a genuine role and suitable salary. Applicants should confirm visa eligibility, medical requirements, contract terms and relocation costs before moving. Hong Kong uses the Hong Kong dollar, and newcomers should budget carefully for deposits, transport and daily expenses.