Telephone Operator (Service Centre)

Job Description

The Telephone Operator (Service Centre) handles hotel telephone calls, guest requests, enquiries, wake-up calls and communication with relevant departments. Candidates should have clear spoken English, a polite and professional telephone manner, good listening and communication skills, and basic computer knowledge. Previous experience in a hotel, customer service or call-centre environment is advantageous. The role requires strong attention to detail, accurate message taking, calm handling of complaints and the ability to work rotating shifts, weekends and public holidays. Candidates are expected to provide prompt, courteous service, protect guest confidentiality and support Shangri-La’s service standards in a busy environment.

Company Info

Shangri-La is a luxury hospitality group founded in Asia and headquartered in Hong Kong. It operates hotels, resorts and related hospitality businesses across Asia, the Middle East, Europe, North America and other international destinations. The group is known for personalised service, Asian-inspired hospitality and well-established luxury properties. Shangri-La Singapore is located near Orchard Road and serves business and leisure travellers, families, groups and long-stay guests. Hotel employees typically work in a multicultural environment and collaborate across front office, food and beverage, housekeeping, engineering and administrative departments. The company places strong emphasis on guest satisfaction, service consistency, professional presentation and teamwork. Career opportunities may include operational, supervisory and specialist pathways, depending on performance, qualifications and available vacancies.

Destination Guide

Singapore is a compact, highly developed island city with strong opportunities in hospitality, tourism, aviation, retail, technology, finance and healthcare. Hotels regularly recruit guest-service agents, telephone operators, food and beverage staff, housekeepers, chefs and supervisors. The culture is multicultural, orderly and fast-paced, with English widely used alongside Mandarin, Malay and Tamil. Public transport is efficient, healthcare and infrastructure are excellent, and neighbourhoods offer diverse food, shopping and entertainment. Living costs, particularly rent, can be high, so shared accommodation is common for entry-level workers. Foreign nationals generally need an employer-supported work pass, such as an Employment Pass, S Pass or Work Permit, subject to current salary, qualification and sector requirements. Employers usually guide successful candidates through the application process, but approval is not guaranteed. New arrivals should arrange accommodation, insurance, banking and local mobile service before or soon after starting work.