Telephone Operator (Service Centre)

Job Description

The Telephone Operator (Service Centre) handles incoming and internal calls, guest requests, hotel information, wake-up calls, and communication with relevant departments. The role typically requires good spoken and written English, a pleasant telephone manner, strong listening and organizational skills, basic computer proficiency, and the ability to remain calm under pressure. Previous experience in hotel telephone operations, guest services, or a related customer-service position is advantageous. The successful candidate is expected to provide prompt, courteous, and accurate assistance, protect guest privacy, record requests correctly, and support Shangri-La’s service standards. Shift work, including weekends and public holidays, is normally required.

Company Info

Shangri-La Group is a luxury hospitality company founded in Singapore and recognized for its hotels, resorts, and residences across Asia, the Middle East, Europe, North America, and other international markets. The group operates under brands including Shangri-La, Kerry Hotels, JEN by Shangri-La, and Traders. Shangri-La is known for warm Asian hospitality, personalized guest service, and high standards in accommodation, dining, wellness, and meetings. Its Singapore properties serve business and leisure travelers and offer employees opportunities in hotel operations, guest relations, food and beverage, housekeeping, engineering, and corporate support. The company generally places strong emphasis on professionalism, teamwork, cultural awareness, service recovery, and creating memorable experiences for guests. Working there can provide useful international hospitality exposure and structured career development.

Destination Guide

Singapore is a compact, highly connected island city with strong opportunities in hospitality, tourism, food and beverage, retail, finance, technology, healthcare, and logistics. Its culture is multicultural, combining Chinese, Malay, Indian, and international influences, with English widely used at work. The lifestyle is safe, efficient, and fast-paced, supported by excellent public transport, diverse food, shopping, parks, and easy regional travel. Accommodation and daily expenses can be high, especially in central areas, so employees should budget carefully and compare housing options. Foreign employees normally need an employer-sponsored work pass, such as an Employment Pass, S Pass, or Work Permit, depending on qualifications, salary, and occupation; approval is handled through Singapore’s Ministry of Manpower. Candidates should confirm pass eligibility, medical requirements, working hours, benefits, and relocation assistance before accepting an offer.