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, requests, enquiries and service recovery in a professional and timely manner. Requirements typically include hospitality or customer-service experience, strong spoken English and Cantonese, good communication skills and basic computer proficiency; Mandarin may be an advantage. The successful candidate is expected to remain calm under pressure, maintain accurate records, coordinate effectively with other departments and deliver Shangri-La’s service standards. Shift work, including evenings, weekends and public holidays, is normally required. A friendly attitude, attention to detail, willingness to help and genuine interest in creating positive guest experiences are essential.

About the employer

Shangri-La Group is a major luxury hospitality company headquartered in Hong Kong, operating hotels, resorts and related properties across Asia, the Middle East, Europe, North America and other international markets. The group is known for its distinctive Asian hospitality, attentive service and focus on creating memorable guest experiences. Its portfolio includes Shangri-La, Kerry Hotels, JEN by Shangri-La and Traders brands. Shangri-La hotels typically offer extensive accommodation, dining, meeting, wellness and leisure facilities, supported by structured operational training and opportunities for career development. In Hong Kong, the company has a strong presence and is recognised as an established employer within the luxury hotel sector. Service Centre Officers contribute to the guest journey by connecting callers with the appropriate hotel departments and ensuring requests are followed through efficiently.

Working in Hong Kong

Hong Kong offers varied opportunities in hotels, restaurants, finance, retail, technology, logistics and professional services. The culture blends Cantonese traditions, international influences, festivals and a fast-paced working environment. Living costs are high, especially rent, but public transport is highly efficient and the city provides excellent dining, shopping, healthcare and entertainment. Nature is also accessible, with beaches, hiking trails and outlying islands close to the urban areas. Foreign professionals generally need an employment visa sponsored by a local employer, commonly under the General Employment Policy, while eligibility depends on qualifications, experience, salary and the availability of a genuine job offer. Employers often assist with visa applications, although candidates should confirm relocation support, housing arrangements and tax obligations. Cantonese is valuable for guest-facing roles, while English is widely used in business and hospitality.