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, requests and enquiries through the hotel’s telephone and service systems. Responsibilities typically include taking reservations or service orders, coordinating with housekeeping, engineering, restaurants and front office, recording requests accurately, and following up to ensure guest satisfaction. Candidates should have a pleasant telephone manner, strong communication and organisational skills, good English and Cantonese, and preferably relevant hotel or customer-service experience. Mandarin and familiarity with hotel systems are advantageous. The role requires professionalism, patience, attention to detail, a service-oriented attitude and flexibility to work shifts, weekends and public holidays.

About the employer

Shangri-La Hotels and Resorts is a luxury hospitality group founded in Hong Kong and recognised for its Asian-inspired service, elegant hotels and resort destinations. The company operates properties across Asia, the Middle East, Europe, North America and other international markets under brands including Shangri-La, Kerry Hotels, JEN and Traders. Its hotels provide accommodation, dining, meetings, leisure and wellness services to business and holiday travellers. Shangri-La places strong emphasis on genuine hospitality, personalised guest care, employee development and high operating standards. In Hong Kong, its properties are established names in the luxury hotel sector and serve local, corporate and international guests. Employees generally work in a multicultural environment with opportunities to build experience across hotel departments and, in some cases, pursue wider career opportunities within the group.

Working in Hong Kong

Hong Kong offers strong opportunities in hotels, restaurants, tourism, retail, finance, technology and professional services. The city is fast-paced, international and highly connected, with Cantonese culture alongside substantial English and Mandarin use. Lifestyle choices range from dense urban neighbourhoods and excellent dining to beaches, hiking trails and outlying islands. Rent is high, so many employees share accommodation or live in areas such as Kowloon, the New Territories or Hong Kong Island near transport links. Overseas workers generally need an appropriate employment visa sponsored by their employer; requirements commonly include a confirmed job, relevant qualifications or experience and proof that the role meets immigration conditions. Employers usually guide successful candidates through the process. Public transport is efficient, healthcare is well developed, and newcomers should budget carefully for housing, deposits and daily expenses.