Service Centre Officer

Job Description

The Service Centre Officer supports hotel guests by handling telephone calls, room-service requests, inquiries, wake-up calls, complaints, and internal communication with departments. Candidates should have hotel or customer-service experience, strong spoken English, and preferably Cantonese and Mandarin. Good telephone manners, computer literacy, accurate record-keeping, and the ability to remain calm under pressure are important. The role requires a courteous, responsive, and professional approach, with flexibility to work shifts, weekends, and public holidays. The successful candidate is expected to anticipate guest needs, follow Shangri-La service standards, protect guest confidentiality, and coordinate requests efficiently until they are resolved.

Company Info

Shangri-La Group is a Hong Kong-based luxury hospitality company operating hotels, resorts, and related properties across Asia, the Middle East, Europe, North America, and other international markets. Its brands are known for warm Asian hospitality, personalized guest service, and high standards of comfort and presentation. Shangri-La properties typically offer accommodation, restaurants, meeting facilities, wellness services, and leisure amenities. The group employs people in guest services, food and beverage, housekeeping, engineering, finance, sales, and corporate functions. Working for Shangri-La can provide exposure to international hotel operations, structured service standards, training, and opportunities for internal career development. The company places strong emphasis on genuine care, teamwork, cultural awareness, and creating memorable experiences for guests.

Destination Guide

Hong Kong offers strong job opportunities in hotels, restaurants, tourism, retail, finance, technology, healthcare, and professional services. The city is fast-paced, highly international, and culturally shaped by both Cantonese traditions and global influences. Cantonese is valuable for customer-facing work, while English is widely used in business and hospitality; Mandarin is also increasingly useful. Lifestyle is convenient, with excellent public transport, extensive dining, shopping, hiking, beaches, and vibrant nightlife, although housing and daily expenses can be high. Foreign nationals normally need an employment visa sponsored by a Hong Kong employer before starting work. Applicants generally need relevant qualifications or experience and must show that the role cannot easily be filled locally. New arrivals should budget for accommodation deposits, arrange health coverage, and confirm employer support for visa processing and relocation.