Service Centre Officer

Job Description

The Service Centre Officer supports hotel guests by handling telephone calls, enquiries, room-service requests and service-related communications promptly and courteously. Typical requirements include strong spoken English and Cantonese, with Mandarin considered an advantage, good telephone etiquette, basic computer skills and previous experience in hotel guest services, customer service or a call centre. The successful candidate is expected to remain calm under pressure, communicate clearly, record requests accurately, coordinate efficiently with other departments and maintain Shangri-La’s service standards. Flexibility to work shifts, weekends and public holidays is normally required.

Company Info

Shangri-La Hotels and Resorts is a major luxury hospitality group founded in Hong Kong and recognised for warm Asian-inspired service. The group operates hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international destinations under brands including Shangri-La, Kerry Hotels, Hotel Jen and Traders. Its properties typically offer accommodation, restaurants, bars, meeting facilities, wellness services and guest experiences for business and leisure travellers. Shangri-La places strong emphasis on personalised service, staff development, cultural awareness and creating memorable stays. In Hong Kong, the company operates prominent luxury properties and provides opportunities across guest services, food and beverage, rooms, administration and hotel operations. Employees generally work in a fast-paced, multicultural environment where teamwork, professionalism and attention to detail are important.

Destination Guide

Hong Kong is a compact, international city and coastal territory with dense urban districts, outlying islands, mountains and extensive hiking trails. Hospitality, tourism, finance, retail, aviation, logistics, technology and professional services provide major employment opportunities. The culture blends Cantonese traditions with British and global influences; Cantonese is widely spoken, while English is common in business and hotels. Life is energetic, convenient and relatively expensive, with excellent public transport, diverse food, shopping and active nightlife. Rental costs are high, so many newcomers share accommodation or live in areas such as Kowloon, the New Territories or Lantau. Foreign employees normally need an approved employment visa sponsored by their employer before starting work; eligibility depends on qualifications, experience, salary and the role’s benefit to Hong Kong. Employers may provide relocation guidance, but candidates should confirm housing, medical coverage, visa sponsorship and working hours before accepting an offer.