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, enquiries, service requests and internal communications promptly and professionally. Requirements typically include a secondary education qualification, previous experience in hotel operations, customer service or a call centre, and good spoken English. Cantonese and Mandarin are highly advantageous in Hong Kong. The successful candidate should have a pleasant telephone manner, strong communication and problem-solving skills, accurate data-entry ability, and confidence using hotel or reservation systems. The role requires shift work, including weekends and public holidays. Candidates are expected to remain calm under pressure, protect guest privacy, coordinate effectively with other departments, and consistently deliver Shangri-La's service standards.

About the employer

Shangri-La is a leading luxury hospitality group founded in Hong Kong, with hotels, resorts and related businesses across Asia, the Middle East, Europe, North America and other international destinations. The company is known for personalised service, Asian-inspired hospitality and its long-standing commitment to guest comfort. Its portfolio includes luxury city hotels, island resorts and destination properties operating under the Shangri-La, Kerry, JEN and Traders brands. Shangri-La places strong emphasis on service excellence, colleague development, cultural awareness and responsible business practices. In Hong Kong, the group operates prominent properties including Island Shangri-La and Kowloon Shangri-La, offering career opportunities in guest services, food and beverage, rooms, administration and corporate support. Employees generally work in a multicultural environment with structured hotel training and opportunities for internal progression.

Working in Hong Kong

Hong Kong is a compact, energetic destination combining skyscrapers, traditional neighbourhoods, beaches and hiking trails. Job opportunities are concentrated in hospitality, finance, retail, aviation, technology, logistics and professional services. The culture blends Cantonese traditions with international influences; courtesy, efficiency and respect for hierarchy are valued in the workplace. Lifestyle options range from busy urban entertainment and excellent dining to peaceful country parks and outlying islands. Public transport is extensive, reliable and convenient, although housing can be expensive and apartments are often small. Foreign employees normally need an employment visa arranged through an eligible sponsoring employer; the General Employment Policy is commonly used for professional roles, while specific schemes apply to some nationalities and sectors. Candidates should secure a written offer, confirm visa sponsorship, budget for accommodation and understand tax, insurance and employment conditions before relocating.