Telephone Operator (Service Centre)

Job Description

The Telephone Operator (Service Centre) is responsible for handling guest calls, hotel enquiries, service requests and internal communications promptly and professionally. Candidates should have strong spoken English, clear telephone manner, good listening and problem-solving skills, and basic computer knowledge. Previous experience in a hotel, call centre or customer-service environment is preferred. Knowledge of additional languages and familiarity with hotel systems would be an advantage. The successful candidate is expected to remain courteous under pressure, accurately record requests, coordinate with relevant departments and deliver Shangri-La’s service standards. Shift work, including weekends and public holidays, is normally required.

Company Info

Shangri-La Group is a leading luxury hospitality company headquartered in Hong Kong, operating hotels, resorts and other hospitality businesses across Asia, the Middle East, Europe, North America and beyond. Its portfolio includes the Shangri-La, Kerry, JEN and Traders brands. The group is recognised for warm Asian hospitality, high service standards and a strong focus on personalised guest experiences. Shangri-La Singapore is a prominent luxury hotel offering accommodation, dining, events, wellness facilities and extensive conference services. Employees typically work in a multicultural environment with structured operational procedures and opportunities to develop careers in hospitality. The company places emphasis on guest satisfaction, teamwork, professionalism and consistent service delivery across all departments.

Destination Guide

Singapore is a compact, modern island city-state with strong opportunities in hospitality, tourism, food and beverage, finance, technology, healthcare and logistics. The culture is multicultural, with English widely used alongside Mandarin, Malay and Tamil. Lifestyle is safe and convenient, with excellent public transport, diverse food, shopping, green spaces and vibrant neighbourhoods, although accommodation and daily expenses can be high. Overseas employees generally need a valid work pass arranged by an employer. Hospitality staff may qualify for an S Pass or Work Permit depending on salary, nationality, qualifications and prevailing rules; approval is not automatic. New arrivals should budget for housing deposits, transport and healthcare, and confirm employment terms, shift patterns and pass eligibility before relocating. Singapore’s tropical climate is hot and humid throughout the year, with frequent rain.