Service Centre Officer – Guest Experience

About the role

The Service Centre Officer acts as the primary point of contact for guests at Regent Hong Kong, delivering personalized and anticipatory service throughout their stay. You will coordinate amenities, dining, travel recommendations and resolve any issues to ensure a memorable experience.

Key responsibilities

• Coordinate guest requests for room amenities, dining options and city travel recommendations.
• Take in‑room gourmet orders and arrange table reservations at the hotel’s Taste Gallery.
• Manage guest feedback and complaints, developing creative solutions that build trust.
• Handle all inbound and outbound phone calls and multiple communication channels promptly and professionally.
• Streamline communication across departments to support efficient teamwork.
• Collaborate with hotel management and security to enhance guest wellbeing and safety.

Required profile

• At least 1 year of experience in a similar hospitality role; fresh graduates are also welcome.
• Bachelor’s degree in Hotel Management or a related field.
• Fluent in Cantonese, English and Mandarin; additional languages are a plus.
• Excellent communication skills and the ability to interact with guests and internal teams.
• Strong problem‑solving, reasoning and organisational abilities.
• Commitment to service excellence, discretion and attention to detail.

Required skills

• Proficiency with Opera property management system.
• Experience using HotSOS service optimisation software.
• Familiarity with point‑of‑sale (POS) systems.