Service Centre Officer

Job Description

The Service Centre Officer supports hotel guests by handling telephone calls, service requests, enquiries, wake-up calls and internal communications promptly and courteously. Requirements generally include a diploma or relevant hotel experience, good spoken English and Cantonese, basic computer skills, a pleasant telephone manner and the ability to work shifts, weekends and public holidays. Mandarin is often advantageous. The successful candidate is expected to remain calm under pressure, record requests accurately, coordinate with relevant departments, protect guest privacy and consistently deliver Shangri-La’s service standards. Previous experience in a hotel operator, guest services or call-centre role would be beneficial.

Company Info

Shangri-La Group is a Hong Kong-based luxury hospitality company operating hotels, resorts and related businesses across Asia, the Middle East, Europe, North America and other international markets. Its portfolio includes the Shangri-La, Kerry, JEN and Traders brands, with properties known for warm Asian hospitality, attentive service and high-quality facilities. Shangri-La hotels typically offer accommodation, restaurants, meeting venues, wellness services and guest experiences for both business and leisure travellers. The group places strong emphasis on personalised service, professional development, teamwork and responsible business practices. In Hong Kong, Shangri-La operates prominent luxury hotels and provides opportunities in guest services, food and beverage, housekeeping, culinary operations, administration and management. Employees generally work in a multicultural environment where communication skills, courtesy and consistent attention to detail are highly valued.

Destination Guide

Hong Kong offers hotel, tourism, retail, finance, technology, logistics and education opportunities, with hospitality jobs concentrated in Central, Tsim Sha Tsui, Admiralty, Causeway Bay, Lantau and the airport area. The culture blends Chinese traditions with international influences; Cantonese is widely spoken, while English is common in business and hotels. Life is energetic and convenient, with excellent public transport, dense urban neighbourhoods, mountain trails, beaches, markets and diverse food. Accommodation can be expensive, particularly in central districts, so many workers share flats or live in areas connected by the MTR. Most overseas employees need an employment visa sponsored by their employer, normally requiring a confirmed offer and suitable qualifications or experience. Dependants may qualify for related visas. New arrivals should arrange housing, a Hong Kong identity card, banking and medical cover. Typhoon warnings and humid summers are part of everyday planning. The city is compact, well connected and welcoming to internationally experienced hospitality professionals.