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 calls and requests through the hotel’s telephone and service centre, providing prompt, courteous and accurate assistance. Typical requirements include previous experience in hotel operations, guest services, telephone operations or a related customer-service role; strong spoken English and Cantonese are generally expected, while Mandarin is an advantage. The successful candidate should have clear communication skills, a pleasant telephone manner, good computer literacy and the ability to remain calm while managing multiple requests. Attention to detail, teamwork, shift flexibility and a genuine commitment to Shangri-La’s service standards are essential. Familiarity with hotel systems and knowledge of local attractions and facilities would be beneficial.

About the employer

Shangri-La is a Hong Kong-founded luxury hospitality group operating hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international markets. The company is recognised for warm Asian hospitality, personalised guest service and high standards across accommodation, dining, wellness and events. Its portfolio includes the Shangri-La, Kerry, JEN and Traders brands. In Hong Kong, Shangri-La properties serve business and leisure travellers and offer extensive food and beverage, meeting and guest-service facilities. Employees typically work in a multicultural environment with opportunities to develop hotel operations, customer-service and supervisory skills. The group places strong emphasis on professionalism, courtesy, teamwork and creating memorable experiences for guests. Benefits and exact employment terms vary by property, department and level, so candidates should confirm details directly with the recruiting hotel.

Working in Hong Kong

Hong Kong is a dynamic coastal city made up of Hong Kong Island, Kowloon and the New Territories, with many outlying islands nearby. Hospitality, finance, retail, aviation, technology and professional services provide diverse employment opportunities, while international hotels regularly recruit service, culinary and management staff. Cantonese is central to local culture, although English is widely used in business and hospitality and Mandarin is increasingly valuable. Life is fast-paced, convenient and urban, with excellent public transport, vibrant dining, hiking trails and beaches. Housing can be expensive, particularly near central districts, so many residents live in Kowloon or the New Territories. Foreign employees generally need an employer-sponsored employment visa and must meet immigration requirements before starting work. Employers may assist with documentation, but candidates should verify eligibility and contract benefits. Relocation planning should cover accommodation, insurance, banking and living costs.