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 enquiries and requests through telephone and other communication channels, coordinates with hotel departments, records details accurately, and follows up to ensure a smooth guest experience. Candidates should have hospitality, customer service, or call-centre experience, strong spoken English and Cantonese, and preferably Mandarin. Good communication, computer, multitasking, and problem-solving skills are expected. The role requires a courteous and professional manner, attention to detail, flexibility to work shifts, weekends, and public holidays, and the ability to remain calm while managing multiple requests in a busy luxury hotel environment.

About the employer

Shangri-La Group is a luxury hospitality company headquartered in Hong Kong, operating hotels, resorts, residences, and related businesses across Asia, the Middle East, Europe, North America, and other markets. Its brands are known for attentive service, elegant surroundings, and a strong emphasis on genuine care for guests. Shangri-La hotels employ teams across front office, food and beverage, housekeeping, engineering, sales, wellness, and corporate functions. In Hong Kong, the group has a long-standing presence and is associated with high-end properties serving business travellers, leisure guests, and major events. Employees typically work in a service-focused, multicultural environment with structured operating standards, training opportunities, and potential career mobility within the wider group.

Working in Hong Kong

Hong Kong offers strong opportunities in hotels, tourism, aviation, retail, finance, technology, and international business. The culture blends Cantonese traditions with global influences, while food, festivals, hiking, beaches, and an active arts scene provide a varied lifestyle. Public transport is efficient, although housing can be expensive, especially near central districts. Overseas professionals generally need an employment visa sponsored by a Hong Kong employer; the company normally supports the application, subject to qualifications and a confirmed job offer. Applicants should prepare a passport, employment records, education documents, and relevant certificates. Cantonese is valuable for customer-facing hospitality roles, while English is widely used and Mandarin may be advantageous. New arrivals should budget for rent deposits, transport, healthcare, and daily living costs, and confirm accommodation, benefits, working hours, and visa conditions before relocating.