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 and enquiries through the hotel’s telephone service centre, coordinates with departments, records requests accurately, and follows up to ensure guest satisfaction. Candidates should have excellent spoken English and Cantonese; Mandarin is advantageous. Previous hotel, customer service, or call-centre experience is preferred, along with strong communication, telephone etiquette, computer skills, and the ability to remain calm while multitasking. The role requires a professional, helpful attitude, attention to detail, flexibility for shift work, and willingness to support Shangri-La’s service standards.

About the employer

Shangri-La is a luxury hospitality group founded in Hong Kong and recognised for its distinctive Asian-inspired service. The group operates hotels, resorts, and residences across Asia, the Middle East, Europe, North America, and other international markets. Shangri-La properties are known for personalised guest care, high-quality accommodation, restaurants, wellness facilities, and strong attention to local culture. The company places emphasis on hospitality training, teamwork, career development, and creating memorable experiences for guests. In Hong Kong, Shangri-La operates prominent luxury hotels and offers roles across guest services, food and beverage, housekeeping, culinary operations, sales, finance, engineering, and administration. Benefits may include meals, staff rates, medical coverage, training, and internal career opportunities, although packages vary by property and employment contract.

Working in Hong Kong

Hong Kong offers strong employment opportunities in hospitality, finance, retail, tourism, technology, logistics, and professional services. Its culture combines Chinese traditions with international influences, and Cantonese is widely spoken, while English is common in business and hotels. Life is energetic and convenient, with efficient public transport, excellent dining, shopping, hiking trails, beaches, and a vibrant arts scene. Housing is expensive, particularly near central districts, so many employees live in Kowloon or the New Territories and commute by MTR. Foreign nationals generally need an employment visa arranged with an eligible employer before starting work; requirements usually include a confirmed offer, relevant qualifications or experience, and proof that the role cannot readily be filled locally. New arrivals should budget for rent deposits, transport, healthcare, and daily expenses. The city is compact, safe, and well connected, but work schedules in hotels commonly include rotating shifts, weekends, and public holidays.