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 handles hotel telephone calls, guest requests, inquiries and internal communications, helping ensure prompt and courteous service. The role typically requires previous experience in hotel operations, guest relations, call-centre work or a related service position. Good spoken English and Cantonese are generally expected, while Mandarin is an advantage. Candidates should have clear communication skills, a pleasant telephone manner, strong computer literacy and the ability to remain calm during busy periods. Flexibility to work shifts, weekends and public holidays is essential. The successful candidate is expected to record requests accurately, coordinate with relevant departments, follow up efficiently and maintain Shangri-La’s service standards.

About the employer

Shangri-La is a luxury hospitality group founded in Asia and recognised for its warm Asian hospitality, premium hotels and resorts, and high standards of guest service. The group operates properties across Asia, the Middle East, Europe, North America and other international destinations under the Shangri-La, Shangri-La Resorts, Kerry Hotels, JEN by Shangri-La and Traders brands. Shangri-La hotels typically provide accommodation, restaurants and bars, meetings and events, wellness facilities and extensive guest services. In Hong Kong, the company has a long-established presence and is known for serving leisure travellers, business guests and large events. Employees work in a multicultural environment with opportunities to develop careers across hotel departments and international properties. The company places strong emphasis on courtesy, attention to detail, teamwork, professional presentation and creating memorable experiences for guests.