Service Centre Officer

Job Description

The Service Centre Officer handles guest calls, requests and enquiries through the hotel’s telephone and service centre systems, coordinating with housekeeping, engineering, food and beverage, and other departments to ensure prompt follow-up. Requirements typically include a secondary school qualification, hotel or customer-service experience, clear telephone manners, good English and Cantonese communication skills, and basic computer knowledge. Mandarin is an advantage. The successful candidate is expected to be courteous, attentive, well organised and calm under pressure, while maintaining accurate records and protecting guest confidentiality. Flexibility to work shifts, weekends and public holidays is normally required.

Company Info

Shangri-La is a luxury hospitality group founded in Hong Kong and known for its hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international markets. The group is recognised for warm Asian-inspired hospitality, personalised guest service and high standards in accommodation, dining, meetings and wellness. Its Hong Kong properties serve business and leisure travellers and offer employees opportunities to work in multicultural, service-focused environments. Shangri-La places emphasis on professional development, teamwork, service excellence and creating memorable guest experiences. Benefits for hotel employees may include staff meals, uniform provision, training, service charge or discretionary bonuses, medical coverage and discounted stays, depending on the property and employment contract.

Destination Guide

Hong Kong offers strong opportunities in hotels, tourism, restaurants, retail, finance, technology and professional services. The culture combines Chinese traditions, Cantonese food and festivals with an international, fast-paced business environment. Life is convenient, with excellent public transport, dense urban neighbourhoods, shopping, hiking trails and beaches, although housing is expensive and space is limited. Most international hotel roles require English; Cantonese is highly valuable, while Mandarin can improve prospects. Foreign nationals generally need an approved employment visa sponsored by an employer before starting work. Applicants usually provide qualifications, employment records, a passport and proof that the role cannot readily be filled locally, with requirements varying by nationality and position. New arrivals should budget for rent deposits, transport, insurance and daily expenses, and confirm whether the employer provides accommodation or relocation support.