The Service Centre Officer supports hotel guests by handling telephone calls, requests, complaints, wake-up calls, dining and transport enquiries, and coordinating with relevant departments. Candidates should have customer service or hotel operations experience, good communication skills, a pleasant telephone manner, and strong organisational ability. Fluency in English and Cantonese is generally expected in Hong Kong, while Mandarin is advantageous. The role requires familiarity with hotel systems, accurate record-keeping, discretion, and the ability to remain calm and professional during busy periods. The successful candidate is expected to provide prompt, courteous and personalised service, follow up on guest requests, and contribute to Shangri-La's service standards. Shift work, including evenings, weekends and public holidays, is normally required.
Shangri-La is a luxury hospitality group founded in Hong Kong and recognised internationally for its hotels, resorts and exceptional Asian-inspired service. The group operates properties across Asia, the Middle East, Europe, North America and other destinations under brands including Shangri-La, Kerry Hotels, JEN by Shangri-La and Traders. Its Hong Kong properties serve business travellers, leisure guests, families and major events, supported by restaurants, guest services, wellness facilities and extensive meeting spaces. Shangri-La places strong emphasis on warm hospitality, attention to detail, employee development and responsible business practices. Working for the company can provide exposure to international hotel operations, structured training and opportunities to progress across departments or destinations. Benefits and exact employment conditions vary by property, position and candidate eligibility.
Hong Kong is a compact, energetic destination combining dense urban districts, traditional neighbourhoods, beaches, hiking trails and outlying islands. Hospitality offers opportunities in hotels, restaurants, events, tourism, retail and guest services, although Cantonese is valuable for customer-facing work and Mandarin and English are widely useful. Life is fast-paced, convenient and relatively safe, with excellent public transport, but housing costs are high and apartments are often small. Popular areas include Hong Kong Island, Kowloon and the New Territories; Lantau and nearby islands offer a quieter lifestyle. Foreign employees generally need an employment visa sponsored by a confirmed employer, with applications assessed under Hong Kong's employment policies. Applicants should secure a written offer, verify salary and benefits, arrange accommodation and prepare proof of qualifications and experience. Healthcare is strong, while typhoons and humid summers are part of everyday life.
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