Telephone Operator (Service Centre)

Job Description

The Telephone Operator (Service Centre) handles incoming hotel calls, guest requests, internal communications and service-related enquiries in a professional and timely manner. Requirements usually include a secondary education or hospitality qualification, clear spoken English, good telephone etiquette and basic computer skills. Additional languages and previous hotel or customer-service experience are advantageous. The successful candidate is expected to remain calm under pressure, record requests accurately, coordinate with relevant departments and follow up to ensure guest satisfaction. Flexibility to work shifts, weekends and public holidays is essential. A courteous, attentive and service-oriented personality is particularly important in a luxury hotel environment.

Company Info

Shangri-La is a leading luxury hospitality group founded in Hong Kong, with hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international destinations. The company is recognised for warm Asian hospitality, high service standards and guest-focused experiences. Its Singapore operation, Shangri-La Singapore, is a landmark luxury hotel located near Orchard Road, offering guest rooms, suites, restaurants, meeting facilities, gardens and extensive leisure amenities. Shangri-La places strong emphasis on professional service, employee development, teamwork and creating memorable stays for guests. Staff may work with guests from many countries and collaborate across departments, making communication and cultural awareness important qualities. Employment conditions, benefits and salary can vary according to the specific property, experience and role.

Destination Guide

Singapore is a compact island city-state with strong opportunities in hospitality, tourism, aviation, finance, technology, healthcare and retail. Its culture blends Chinese, Malay, Indian and international influences, reflected in its food, festivals and neighbourhoods. Life is safe, efficient and convenient, with excellent public transport, modern healthcare and many shopping, dining and recreational options. The climate is hot, humid and tropical throughout the year, with frequent rain. Housing can be expensive, especially near central areas, so newcomers often compare shared accommodation and locations close to MRT stations. Foreign employees generally need an employer-sponsored work pass, such as an Employment Pass or S Pass, and approval depends on salary, qualifications, experience and prevailing government rules. Candidates should confirm visa sponsorship, accommodation, insurance, working hours and relocation support before accepting an offer.