Service Centre Officer

Job Description

The Service Centre Officer supports hotel guests by handling telephone calls, requests, enquiries, wake-up calls, and service coordination promptly and courteously. The role typically requires good spoken English and Cantonese; Mandarin is advantageous. Candidates should have customer-service experience, a professional telephone manner, basic computer skills, and the ability to remain calm while managing multiple requests. Familiarity with hotel operations and reservation or property-management systems is helpful. Shangri-La expects a guest-focused, well-presented team member who communicates clearly, follows service standards, protects guest confidentiality, and works flexibly across shifts, including evenings, weekends, and public holidays.

Company Info

Shangri-La Group is a Hong Kong-headquartered luxury hospitality company operating hotels, resorts, and related businesses across Asia, the Middle East, Europe, North America, and other international markets. Its brands are known for warm Asian hospitality, attentive personal service, and upscale accommodation. Shangri-La hotels commonly provide rooms and suites, restaurants, meeting facilities, wellness services, and business or leisure amenities. The company employs colleagues across guest services, food and beverage, housekeeping, engineering, sales, finance, and corporate functions. In Hong Kong, Shangri-La operates prominent luxury properties and offers roles that combine international hotel standards with local knowledge. Employees are generally expected to demonstrate professionalism, teamwork, cultural awareness, and a strong commitment to guest satisfaction.

Destination Guide

Hong Kong offers strong opportunities in hotels, tourism, retail, finance, technology, logistics, healthcare, and education. The culture blends Cantonese traditions with international influences; English is widely used in business, while Cantonese is valuable for customer-facing roles. Life is fast-paced, safe, and highly connected, with excellent public transport, diverse food, shopping, hiking, beaches, and vibrant neighbourhoods. Housing is expensive, so many newcomers share accommodation or live outside central districts. Most overseas employees need an appropriate employment visa, normally sponsored by the employer, and should not begin work before approval. Employers commonly request qualifications, proof of experience, and a valid passport. New arrivals should arrange accommodation, insurance, banking, and an identity card after arrival. Hong Kong is technically a territory rather than an island alone, but Hong Kong Island, Kowloon, and the New Territories together offer varied lifestyles.