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 relevant hotel, customer service, or call-centre experience, strong communication skills, a pleasant telephone manner, and good computer knowledge. Fluency in English and Cantonese is generally expected in Hong Kong; Mandarin and other languages are advantageous. The role requires a professional appearance, attention to detail, good judgment, and the ability to remain calm while handling multiple requests. Flexible availability for shifts, weekends, and public holidays is normally required in a 24-hour hotel operation.

Company Info

Shangri-La is a luxury hospitality group founded in Hong Kong and known for its hotels, resorts, and serviced residences across Asia and international markets. The group is recognised for personalised Asian hospitality, high service standards, and properties in major business and leisure destinations. Shangri-La hotels typically offer accommodation, restaurants, meeting facilities, wellness services, and guest experiences tailored to local surroundings. Employees work in a multicultural environment with opportunities across front office, food and beverage, housekeeping, culinary, engineering, sales, and corporate functions. Benefits may include staff meals, uniforms, training, medical coverage, service charges, and preferential room rates, although details vary by property and employment contract. The Hong Kong operation provides exposure to a fast-paced luxury hotel environment serving both international travellers and local guests.

Destination Guide

Hong Kong offers strong opportunities in hotels, tourism, retail, finance, technology, aviation, and professional services. The culture blends Cantonese traditions, international influences, efficient public transport, and a fast-paced working style. Life is convenient but relatively expensive, especially housing; many workers live in compact flats or commute from the New Territories, Kowloon, or nearby islands. Dining, hiking, beaches, arts, and vibrant neighbourhoods provide a varied lifestyle beyond the business districts. Overseas employees generally need an approved employment visa before starting work, usually sponsored by the employer and supported by a confirmed job offer and suitable qualifications or experience. Applicants should check current Immigration Department requirements, medical or document rules, and visa conditions. New arrivals should budget for deposits, transport, utilities, and initial accommodation, and confirm whether the employer provides housing, meals, insurance, or relocation assistance.