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 manages the hotel telephone switchboard and serves as a central contact for guests, departments and external callers. Duties typically include answering and transferring calls, recording and following up guest requests, providing accurate hotel information, coordinating with operating departments, handling wake-up calls and maintaining service records. Candidates should have hospitality or customer-service experience, strong spoken English and Cantonese, and preferably Mandarin. A pleasant telephone manner, good communication and computer skills, attention to detail, discretion and the ability to remain calm during busy periods are expected. The role requires shift work, including weekends and public holidays, together with a professional appearance and a genuine commitment to Shangri-La service standards.

About the employer

Shangri-La is a luxury hospitality group founded in Hong Kong and recognised internationally for warm Asian hospitality. The company operates hotels, resorts and residences across Asia, the Middle East, Europe, North America and other major destinations under brands including Shangri-La, Kerry Hotels, JEN and Traders. Its properties typically provide accommodation, restaurants, meeting facilities, wellness services and event spaces for leisure and business travellers. Shangri-La places strong emphasis on personalised guest service, cultural awareness, employee development and responsible business practices. In Hong Kong, the group operates well-known luxury properties and offers careers across rooms, food and beverage, engineering, finance, sales and guest services. Employees generally work in a multicultural environment where teamwork, courtesy, discretion and consistent attention to detail are important parts of the guest experience.