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 requests accurately, and follows up to ensure timely service. The role typically requires a secondary education, previous experience in hotel operations, guest services, call centres, or customer service, and good spoken English; Cantonese and Mandarin are advantageous in Hong Kong. The successful candidate should be polite, attentive, organised, confident using hotel systems, and able to remain calm while managing multiple requests. Flexibility to work shifts, weekends, and public holidays is expected, together with a genuine hospitality mindset and strong attention to detail.

About the employer

Shangri-La Group is a luxury hospitality company headquartered in Hong Kong, operating hotels, resorts, and residences across Asia, the Middle East, Europe, North America, and other international markets. The group is known for personalised service, elegant properties, and its Asian-inspired approach to hospitality. Its portfolio includes the Shangri-La, Kerry, JEN, and Traders brands, serving leisure travellers, business guests, families, and corporate clients. Shangri-La places strong emphasis on guest satisfaction, service consistency, employee development, and cultural understanding. Working for the group can provide exposure to international hotel standards, structured operational training, and opportunities to build a long-term career in hospitality. The Hong Kong properties are established luxury hotels serving both local and international guests.

Working in Hong Kong

Hong Kong offers strong opportunities in hotels, restaurants, finance, retail, technology, logistics, and professional services. Hospitality jobs are concentrated around Central, Tsim Sha Tsui, Admiralty, Causeway Bay, and major resort areas. The culture is fast-paced, practical, and internationally minded, with Cantonese traditions blended with global influences. Public transport is excellent, and most residents live in compact apartments; rent can be high, especially in central districts. Food, shopping, hiking, beaches, and nearby islands provide a varied lifestyle. Overseas employees generally need an employment visa sponsored by their employer and must meet immigration requirements for qualifications, experience, and a confirmed job offer. Employers may assist with visa applications, but relocation costs, housing, insurance, and dependent arrangements should be confirmed before accepting an offer. Hong Kong is connected by airport, ferries, rail, and extensive metro services.