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 supports hotel guests by handling telephone calls, service requests, inquiries, complaints and internal communications promptly and professionally. Typical requirements include a diploma or certificate in hotel management, hospitality or a related field; previous experience in a hotel operator, guest services or customer service role; strong spoken English and Cantonese, with Mandarin often advantageous; and good computer and telephone skills. The successful candidate is expected to remain calm under pressure, communicate clearly, maintain accurate records, coordinate effectively with other departments and deliver Shangri-La’s service standards. Shift work, including weekends and public holidays, is normally required.

About the employer

Shangri-La is a luxury hospitality group founded in Hong Kong and recognised for hotels, resorts and serviced residences across Asia, the Middle East, Europe, North America and other international markets. The group operates under the Shangri-La, Shangri-La Resorts, JEN and other hospitality brands, with a strong focus on warm Asian hospitality, personalised guest service and comfortable, high-quality accommodation. Its Hong Kong properties serve business travellers, leisure guests, families and international visitors, supported by restaurants, meeting facilities, wellness services and extensive guest amenities. Employees are generally expected to demonstrate professionalism, cultural awareness, teamwork and genuine care for guests. Career opportunities span hotel operations, food and beverage, culinary services, housekeeping, finance, sales, engineering, technology and leadership.

Working in Hong Kong

Hong Kong is a compact, energetic city with major opportunities in hotels, tourism, finance, retail, technology, logistics and professional services. Cantonese is widely spoken, while English is common in business and hospitality; Mandarin is also valuable. The culture combines Chinese traditions with international influences, offering excellent food, shopping, nightlife, hiking and efficient public transport. Housing can be expensive, especially on Hong Kong Island and in central areas, although Kowloon and the New Territories may offer better value. Overseas employees generally need an employment visa sponsored by their employer before starting work; applications usually require a confirmed job, relevant qualifications and proof that the role cannot easily be filled locally. Employers commonly provide guidance on visas, accommodation and relocation, but candidates should confirm benefits, working hours and sponsorship directly. Hong Kong has a fast-paced lifestyle, humid summers and comparatively high living costs.