Telephone Operator (Service Centre)

Job Description

The Telephone Operator (Service Centre) handles incoming and internal calls, guest requests, inquiries and service communications, helping deliver prompt and courteous assistance throughout the hotel. Candidates should have strong spoken English, clear telephone etiquette, good listening and problem-solving skills, and basic computer proficiency. Previous experience in hotel telecommunications, a call centre, front office or guest services is advantageous. The successful candidate is expected to remain calm under pressure, accurately record and follow up requests, protect guest confidentiality, coordinate effectively with hotel departments, and provide warm, professional service across every interaction. Shift work, including nights, weekends and public holidays, is normally required.

Company Info

Shangri-La is a luxury hospitality group founded in Hong Kong and recognised for its Asian-inspired approach to gracious service. The company operates hotels, resorts and related properties across Asia, the Middle East, Europe, North America and other international destinations. Shangri-La Singapore is a prominent city hotel known for its extensive gardens, guestrooms, restaurants, meeting facilities and high-service standards. Employees work in a multicultural environment and are generally expected to demonstrate genuine hospitality, professionalism, teamwork and attention to detail. The organisation offers opportunities across guest services, food and beverage, rooms, culinary, events and corporate functions. Specific benefits, training programmes and career progression depend on the position, employment contract and local policies.

Destination Guide

Singapore is a compact, highly connected island city with opportunities in hospitality, tourism, aviation, technology, finance, healthcare and retail. Its culture is multicultural, with English widely used alongside Malay, Mandarin and Tamil; food centres, festivals and neighbourhoods reflect this diversity. Lifestyle is convenient and urban, supported by excellent public transport, safe streets, shopping, parks and a warm tropical climate, although housing and daily expenses can be high. Foreign nationals generally need an employer-sponsored work pass, such as an Employment Pass, S Pass or Work Permit, depending on qualifications, salary and occupation; approval is handled by Singapore’s Ministry of Manpower. Employers may provide guidance, but candidates should confirm eligibility before relocating. Accommodation, healthcare, tax, insurance and relocation support should be clarified in the employment offer.