Service Centre Officer

Role summary

Written by MyIslandJob from the job title and employer. See the employer's page for the full 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.

About the employer

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.