Telephone Operator (Service Centre)

Job Description

The Telephone Operator (Service Centre) is responsible for answering and directing guest calls, handling requests promptly, recording messages, and coordinating with hotel departments to ensure smooth service. Candidates should have a pleasant telephone manner, clear spoken English, good listening and communication skills, and basic computer knowledge. Previous experience in hotel guest services, a call centre, or a similar hospitality role is preferred. The position requires professionalism, patience, attention to detail, and the ability to remain calm while managing multiple calls or urgent guest requests. Shift work, including weekends and public holidays, is normally expected in a 24-hour hotel environment. Knowledge of additional languages and familiarity with Shangri-La service standards would be advantageous.

Company Info

Shangri-La Group is a leading luxury hospitality company founded in Hong Kong, with hotels, resorts, and related businesses across Asia, the Middle East, Europe, North America, and other international destinations. The group operates well-known Shangri-La, Kerry, JEN, and Traders brands, offering accommodation, dining, meetings, wellness, and guest experience services. Shangri-La is recognised for personalised Asian hospitality, high service standards, and strong attention to guest comfort. In Singapore, the company operates Shangri-La Singapore, a large luxury hotel set near Orchard Road, with extensive accommodation, restaurants, event facilities, gardens, and recreational amenities. Employees typically work in a multicultural environment where courtesy, teamwork, grooming, and consistent service delivery are highly valued.

Destination Guide

Singapore is a modern island city-state with strong opportunities in hospitality, tourism, aviation, finance, technology, healthcare, and retail. Hotel roles are commonly available in front office, food and beverage, housekeeping, events, and guest services, especially for candidates with English communication skills and international experience. The culture is multicultural, orderly, and generally respectful, with Chinese, Malay, Indian, and international influences. Lifestyle is convenient, safe, and fast-paced, with excellent public transport, diverse food, shopping, parks, and lively neighbourhoods. Housing can be expensive, so many employees share apartments or live outside central areas. Foreign workers normally need an employer-sponsored work pass, such as an Employment Pass, S Pass, or Work Permit, depending on qualifications and salary. Employers usually handle the application, but approval is subject to government criteria. New arrivals should budget for rent, deposits, transport, healthcare, and daily expenses before relocating.