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 telephone and service centre, coordinates with relevant departments, records follow-up actions, and supports a smooth guest experience. Candidates should have strong spoken English, Cantonese and preferably Mandarin, clear telephone manner, good computer and communication skills, and a service-focused attitude. Previous experience in hotel operations, customer service or a call centre is advantageous. The role requires patience, accuracy, professional grooming, teamwork, and flexibility to work rotating shifts, including weekends and public holidays.

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 destinations. The company is recognised for personalised service, strong Asian hospitality values and high standards in accommodation, dining, wellness and events. Shangri-La hotels typically provide structured training, employee benefits and opportunities for internal career development. In Hong Kong, the group operates established luxury properties serving business travellers, tourists, families and major events. Employees are expected to be attentive, polished, culturally aware and committed to creating memorable guest experiences. Service Centre Officers contribute directly to this service culture by responding efficiently to guest needs and coordinating support across hotel departments.

Working in Hong Kong

Hong Kong offers extensive opportunities in hotels, restaurants, tourism, finance, retail, technology and international business. Its culture combines Cantonese traditions with global influences, and English is widely used in professional and hospitality settings; Cantonese and Mandarin are valuable additional skills. Lifestyle is energetic, convenient and highly urban, with excellent public transport, diverse food, shopping, nightlife and access to hiking trails and beaches. Housing can be expensive, particularly near central districts, so many employees live in areas such as Kowloon or the New Territories. Foreign employees generally need an employer-sponsored employment visa under Hong Kong immigration rules and must secure a confirmed job before relocating. Employers commonly provide guidance on documentation, onboarding and, in some cases, accommodation or relocation support. Hong Kong is a compact but demanding destination with strong career prospects for hospitality professionals.