Guest Experience Expert - Service Express (Telephone Operator)

Job Description

The Guest Experience Expert – Service Express (Telephone Operator) handles hotel calls, guest requests, wake-up calls, inquiries and communication with relevant departments. Requirements typically include strong spoken English, clear telephone etiquette, basic computer skills and a service-focused attitude. Previous experience in hotel reception, telephone operations, customer service or a similar role is helpful, while knowledge of additional languages is advantageous. The candidate is expected to remain calm and professional under pressure, respond promptly, protect guest privacy, record requests accurately and coordinate effectively with housekeeping, engineering, front office and other teams. Flexibility to work rotating shifts, weekends and public holidays is normally required. A warm personality, attention to detail and the ability to create a positive Westin guest experience are essential.

Company Info

The Westin Singapore is a luxury wellness-focused hotel located in the Marina Bay area, operated under the Westin Hotels & Resorts brand and part of Marriott International. Westin is known for its emphasis on wellbeing, restorative sleep, healthy dining, fitness and thoughtful service. The Singapore property serves business travellers, leisure guests, groups and visitors attending events in the central business district. Employees work in an international hospitality environment with access to Marriott’s global standards, training resources and career opportunities. The hotel includes guest rooms and suites, restaurants, meeting facilities, wellness amenities and service teams supporting a high-end guest experience. Marriott International is one of the world’s largest hotel companies, with a broad portfolio of brands and properties across many countries. Exact benefits and employment terms depend on the position and local contract.

Destination Guide

Singapore is a compact, highly developed island city with strong opportunities in hospitality, tourism, food and beverage, aviation, finance, technology and healthcare. English is widely used at work, while Mandarin, Malay and Tamil are also official languages. The culture is multicultural, orderly and generally respectful of punctuality, cleanliness and service standards. Public transport is excellent, though accommodation and daily expenses can be high, especially in central areas. New arrivals often choose rooms in shared apartments or locations near MRT stations. Foreign employees normally need an employer-sponsored work pass: hospitality roles may qualify for an S Pass or Work Permit, subject to salary, qualifications, quotas and government approval. The employer usually guides the application process. Bring certified documents, budget for a rental deposit and research healthcare coverage, taxation and local employment rules before relocating. Singapore’s warm climate, safe streets and convenient travel links make it attractive for international workers.