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 manages the hotel’s telephone and guest communication services, responding to calls, handling requests, recording messages, and coordinating with departments to ensure prompt follow-up. Candidates should have customer service or hotel experience, clear spoken English and Cantonese, and preferably Mandarin. Good telephone etiquette, computer skills, a pleasant manner, attention to detail, and the ability to remain calm during busy periods are expected. The role requires shift work, including evenings, weekends, and public holidays. The successful candidate should be professional, service-minded, reliable, and able to protect guest privacy while delivering Shangri-La’s standards of personalized hospitality.

About the employer

Shangri-La Group is a luxury hospitality company founded in Hong Kong and recognized for its hotels, resorts, and distinctive Asian-inspired hospitality. The group operates properties across Asia, the Middle East, Europe, North America, and other international markets under brands including Shangri-La, Kerry Hotels, JEN, and Traders. Shangri-La hotels are known for attentive service, comfortable accommodation, premium dining, wellness facilities, and strong standards in guest care. Employees generally work in multicultural teams and receive exposure to international hotel operations, structured training, and opportunities for career development. In Hong Kong, the company has a long-standing presence and is associated with high-end hospitality, professional service delivery, and a strong focus on creating memorable guest experiences.

Working in Hong Kong

Hong Kong offers extensive opportunities in hotels, restaurants, tourism, finance, retail, technology, and professional services. Its culture combines Cantonese traditions, international influences, festivals, excellent food, and a fast-paced urban lifestyle. Residents enjoy efficient public transport, dense city neighborhoods, hiking trails, beaches, and convenient access to regional travel. Hospitality work can provide valuable international experience, though working hours may include shifts, weekends, and public holidays. Foreign employees generally need an approved employment visa before starting work; the employer typically sponsors the application and must demonstrate that the role is genuine and suitably paid. Applicants should confirm visa conditions, accommodation arrangements, medical requirements, and tax obligations with the employer. Rental costs can be high, especially on Hong Kong Island and in Kowloon, so staff housing or a commuting location should be considered when relocating.