Service Centre Officer

Job Description

The Service Centre Officer manages hotel telephone calls, guest enquiries, service requests and internal communication, helping ensure a smooth and welcoming guest experience. Candidates should have strong spoken English and Cantonese; Mandarin is often advantageous. Previous experience in a hotel service centre, front office, guest relations or customer-service environment is preferred. The role requires clear communication, good telephone etiquette, computer literacy and the ability to remain calm and professional during busy periods. The successful candidate is expected to respond promptly, record requests accurately, coordinate with relevant departments and follow up until matters are resolved. Flexibility to work shifts, weekends and public holidays is normally required.

Company Info

Shangri-La Group is a leading luxury hospitality company founded in Hong Kong, with hotels, resorts and related properties across Asia, the Middle East, Europe, North America and other destinations. Its brands include Shangri-La, Kerry Hotels, JEN by Shangri-La and Traders. The group is known for personalised service, refined facilities and a strong focus on genuine Asian hospitality. Shangri-La properties typically offer accommodation, restaurants, bars, meeting spaces, wellness facilities and guest experiences for both business and leisure travellers. In Hong Kong, the company operates well-established luxury hotels serving international guests, corporate clients and local residents. Employees generally work in a structured, service-focused environment with opportunities for training, internal mobility and career development across hotel departments and international locations.

Destination Guide

Hong Kong offers strong opportunities in hospitality, tourism, retail, finance, technology and professional services. The culture blends Cantonese traditions with international influences, and workplaces are generally fast-paced, service-oriented and multilingual. Life is convenient, with excellent public transport, dense urban neighbourhoods, diverse food, shopping, hiking trails and nearby islands and beaches. Rent is high, so many employees share accommodation or live in areas such as Kowloon, the New Territories or outlying islands. Overseas employees normally need an employment visa sponsored by the employer, with approval based on qualifications, a genuine job offer and market conditions. Dependants may apply for related visas. New arrivals should arrange accommodation, a Hong Kong identity card, banking and healthcare coverage. Cantonese is valuable for local life, while English is widely used in hotels and international businesses.