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, service requests, enquiries and internal communications promptly and professionally. Typical requirements include previous experience in hotel guest services, telephone operations or a customer-facing role; good spoken English and Cantonese, with Mandarin often advantageous; strong communication, computer and problem-solving skills; and the ability to work shifts, weekends and public holidays. The successful candidate is expected to remain courteous under pressure, accurately record requests, coordinate with relevant departments and follow Shangri-La service standards. Familiarity with hotel property-management or telephone systems is beneficial.

About the employer

Shangri-La is a luxury hospitality group founded in Asia and headquartered in Hong Kong. It operates hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international markets under the Shangri-La, Kerry, JEN and Traders brands. The company is known for attentive personal service, comfortable accommodation, high-quality dining and strong destination experiences. Its Hong Kong properties serve business travellers, leisure guests, families and international visitors, providing opportunities across front office, food and beverage, housekeeping, engineering, finance and corporate functions. Shangri-La generally places emphasis on guest satisfaction, professionalism, cultural awareness, teamwork and staff development. Benefits and employment conditions vary by property and position, but hotel employees may receive meals, uniforms, training, staff rates and other hospitality-related benefits.

Working in Hong Kong

Hong Kong offers strong employment opportunities in hotels, restaurants, tourism, finance, retail, technology and professional services. The city is multicultural, highly connected and fast-paced, with Cantonese as the local language and English widely used in business and hospitality; Mandarin is also valuable. Lifestyle options range from dense urban neighbourhoods, shopping and nightlife to beaches, hiking trails and quieter outlying islands. Housing can be expensive, so many employees share apartments or live in areas connected by the efficient MTR and bus networks. Overseas professionals generally need an employment visa sponsored by an eligible employer, while the company normally supports the application with a signed contract and proof of qualifications. Dependants may qualify for dependant visas. Applicants should confirm salary, accommodation, medical coverage, working hours and visa arrangements before accepting an offer. Hong Kong has excellent public transport, international schools and healthcare, but relocation planning and budgeting are important.