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, enquiries, requests and service recovery in a professional and timely manner. Requirements typically include a secondary education or hospitality qualification, relevant hotel or customer-service experience, good spoken English and Cantonese, and basic computer skills. Mandarin is advantageous. The successful candidate should be courteous, attentive, well organised and able to remain calm during busy periods. Flexibility to work rotating shifts, weekends and public holidays is expected. Strong communication, accurate message taking and effective coordination with housekeeping, engineering, food and beverage, and front-office teams are important for delivering Shangri-La's service standards.

About the employer

Shangri-La is a luxury hospitality group founded in Hong Kong and known for its hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international destinations. The group operates under brands including Shangri-La, Kerry Hotels, JEN by Shangri-La and Traders. Its properties focus on personalised service, comfortable accommodation, premium dining, wellness and business facilities. Shangri-La Hong Kong is one of the company's flagship properties and serves leisure travellers, corporate guests, events and long-stay residents. Employees typically work in a multicultural environment with structured hotel operations and opportunities to develop in guest services, food and beverage, rooms, events and other hospitality disciplines. The company places strong emphasis on genuine hospitality, teamwork, professionalism and creating memorable guest experiences.

Working in Hong Kong

Hong Kong is a compact, international city with strong opportunities in hotels, restaurants, tourism, retail, finance, technology and professional services. Its culture blends Cantonese traditions with global influences; Cantonese is widely spoken, while English is common in business and hospitality and Mandarin is increasingly useful. Life is fast paced, safe and convenient, with excellent public transport, extensive dining, shopping, hiking and nearby beaches. Housing is expensive, so many workers share apartments or live in areas connected by the MTR. Foreign employees normally need an employment visa sponsored by their employer, and the role must meet immigration requirements. Employers generally assist with documentation, but applicants should confirm visa eligibility before accepting an offer. Hong Kong Island, Kowloon and the New Territories offer different commuting and rental options. New arrivals should arrange accommodation, health insurance, banking and an identity card after approval.