The Service Centre Officer manages guest telephone calls, enquiries and service requests, coordinating with housekeeping, engineering, restaurants and other hotel departments to ensure prompt follow-up. Candidates typically need a diploma or certificate in hotel management, hospitality or a related field, together with customer-service experience, preferably in a luxury hotel or contact-centre environment. Strong Cantonese and English communication skills are expected, while Mandarin is often advantageous. The role requires a professional telephone manner, computer literacy, good knowledge of hotel operations, attention to detail and the ability to remain calm while handling multiple requests. The successful candidate should be courteous, responsive, team-oriented and willing to work rotating shifts, including nights, weekends and public holidays.
Shangri-La Group is a leading luxury hospitality company founded in Hong Kong and known for its distinctive Asian service culture. It operates hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international markets under brands including Shangri-La, Kerry Hotels, JEN by Shangri-La and Traders. The group is recognised for personalised guest service, high-quality accommodation, dining, wellness and event facilities. Its Hong Kong properties are among the city’s established luxury hotels and serve business travellers, leisure guests, families and major events. Employees generally work in a structured international environment with training, career-development opportunities and exposure to luxury-hotel standards. Service-focused candidates who enjoy multicultural workplaces and fast-paced operations may find strong long-term opportunities with the company.
Hong Kong is a compact, energetic international city spread across Hong Kong Island, Kowloon and the New Territories. Hospitality offers opportunities in luxury hotels, restaurants, clubs, tourism, events and customer service, with additional roles in finance, retail, technology and logistics. Cantonese is important for many guest-facing positions; English is widely used professionally, and Mandarin is a useful advantage. Life is convenient, safe and highly connected, with excellent public transport, diverse food, shopping, hiking and vibrant cultural districts. Housing is expensive, so many employees share apartments or live in outer districts with good rail access. Foreign professionals normally need an employment visa sponsored by an eligible employer, while the company must demonstrate that the role and candidate meet immigration requirements. Candidates should prepare qualifications, references, medical or identity documents and sufficient savings for the initial relocation period.
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