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 guest requests through telephone and other communication channels, coordinates with hotel departments, records service details, and follows up to ensure timely resolution. Candidates should have good spoken English and Cantonese; Mandarin is an advantage. Previous hotel, guest services, call centre, or customer-service experience is preferred. The role requires a pleasant telephone manner, strong communication and organisational skills, attention to detail, computer literacy, and the ability to remain calm while handling multiple requests. Candidates are expected to provide warm, efficient, and professional service in line with Shangri-La standards, work flexible shifts including weekends and public holidays, and maintain guest confidentiality.

About the employer

Shangri-La is a leading luxury hospitality group founded in Hong Kong, with hotels, resorts, and city properties across Asia, the Middle East, Europe, North America, and other international destinations. The group is recognised for personalised Asian hospitality, high service standards, distinctive properties, and strong attention to guest comfort. Shangri-La hotels typically offer accommodation, dining, wellness, meetings, and leisure facilities, serving both business and leisure travellers. The company promotes its values of hospitality, respect, teamwork, and service excellence, and employs colleagues across guest services, food and beverage, housekeeping, engineering, finance, and management. A Service Centre Officer would support the guest experience by ensuring requests are answered professionally, communicated accurately to the relevant departments, and followed through until completion.

Working in Hong Kong

Hong Kong offers strong opportunities in hotels, tourism, aviation, retail, finance, technology, and professional services. It is a fast-paced, international city where Cantonese is widely spoken, English is common in business and hospitality, and Mandarin is increasingly useful. Life combines dense urban neighbourhoods, excellent public transport, shopping, restaurants, nightlife, beaches, hiking trails, and nearby islands. Housing can be expensive, so many newcomers share apartments or live in areas outside the central districts. Foreign employees generally need an employment visa sponsored by a Hong Kong employer, with approval depending on qualifications, experience, salary, and the role’s genuine business need. Employers commonly provide guidance with visa applications, but candidates should confirm benefits and accommodation support before relocating. Hong Kong has efficient transport, high living standards, and a diverse expatriate community.