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 guest telephone calls and service requests, provides accurate information, coordinates with hotel departments, records requests, and follows up to ensure guest satisfaction. Candidates should have relevant hotel, customer service, or contact-centre experience, strong communication skills, a professional telephone manner, and good computer knowledge. Fluency in English and Cantonese is generally expected, while Mandarin is advantageous. The role requires a positive, attentive, and service-oriented personality, excellent organisation, the ability to remain calm under pressure, and flexibility to work shifts, weekends, and public holidays. Familiarity with luxury-hotel standards and knowledge of Shangri-La services would be beneficial.

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 markets. The group is recognised for personalised service, Asian-inspired hospitality, elegant accommodation, and strong guest experiences. Its properties include city hotels, resort destinations, restaurants, spas, and meeting facilities. Shangri-La places emphasis on genuine care, teamwork, professional development, and creating memorable stays for guests. In Hong Kong, the company operates prominent luxury properties and offers career opportunities across guest services, food and beverage, housekeeping, engineering, finance, sales, and corporate functions. Employees typically work in a multicultural environment and are expected to uphold high standards of courtesy, efficiency, discretion, and attention to detail.

Working in Hong Kong

Hong Kong is a highly connected international city made up of Hong Kong Island, Kowloon, the New Territories, and numerous outlying islands. Hospitality, tourism, retail, finance, technology, logistics, and professional services provide substantial employment opportunities. The culture blends Chinese traditions with international influences, and Cantonese is widely spoken; English is common in business and hotels. Life is energetic and convenient, with excellent public transport, diverse dining, shopping, hiking, beaches, and vibrant nightlife. Housing can be expensive, especially near central areas, so many workers live in Kowloon or the New Territories. Overseas employees generally need an employment visa sponsored by their employer, with approval based on qualifications, a confirmed job, and market needs. Employers may assist with relocation, accommodation guidance, insurance, and onboarding. New arrivals should arrange housing, banking, healthcare coverage, and an Octopus travel card.