Telephone Operator (Service Centre)

Job Description

The Telephone Operator (Service Centre) handles hotel calls, guest requests, wake-up calls, and internal communications while providing prompt, courteous service. Requirements typically include secondary education or a hospitality qualification, previous experience in a hotel switchboard, front office, or customer-service role, and confidence using telephone and hotel systems. Strong spoken English, clear communication, good listening skills, and basic computer knowledge are expected. The candidate should remain calm under pressure, protect guest confidentiality, record requests accurately, and work flexibly across shifts, including weekends and public holidays. A professional appearance, positive attitude, teamwork, and familiarity with additional languages are advantageous.

Company Info

Shangri-La Group is a luxury hospitality company founded in Hong Kong and known for its hotels, resorts, and residences across Asia, the Middle East, Europe, North America, and other destinations. The group operates under brands including Shangri-La, Kerry Hotels, JEN by Shangri-La, and Traders. Its properties are recognised for personalised service, comfortable surroundings, and strong attention to guest experience. Shangri-La Singapore is a long-established luxury hotel set near Orchard Road, offering accommodation, restaurants, meeting facilities, gardens, and wellness services. The company places emphasis on genuine hospitality, service excellence, teamwork, and staff development. Employees may benefit from structured training, international hospitality exposure, and opportunities to progress within the wider hotel group, subject to role, performance, and business requirements.

Destination Guide

Singapore is a compact, highly connected island city-state with strong employment opportunities in hospitality, tourism, aviation, finance, technology, healthcare, retail, and logistics. The culture is multicultural, with English widely used alongside Mandarin, Malay, and Tamil. Life is generally safe, efficient, and convenient, with excellent public transport, modern healthcare, varied food, and many shopping and entertainment options. Housing can be expensive, especially near central districts, so staff often compare shared accommodation with housing farther from the hotel. The climate is hot and humid year-round, with frequent rain. Foreign employees need an appropriate work pass, usually arranged or sponsored by the employer; eligibility depends on salary, qualifications, and role, and approval is handled by Singapore's Ministry of Manpower. New arrivals should budget for rent, transport, deposits, insurance, and daily expenses, and confirm accommodation, shift patterns, benefits, and pass arrangements before relocating.