Telephone Operator (Service Centre)

Job Description

The Telephone Operator (Service Centre) manages hotel calls and guest enquiries, connects callers to the appropriate departments, records requests accurately, and coordinates prompt follow-up. Candidates should have good spoken and written English, a pleasant telephone manner, clear communication skills, basic computer knowledge, and strong attention to detail. Previous experience in a hotel, call centre, guest services, or front-office role is advantageous. The successful candidate is expected to remain calm under pressure, protect guest confidentiality, understand service standards, work flexible shifts including weekends and public holidays, and provide warm, efficient, and professional assistance to guests, colleagues, and external callers.

Company Info

Shangri-La Hotels and Resorts is a luxury hospitality group founded in Hong Kong, with hotels, resorts, and residences across Asia, the Middle East, Europe, North America, and other international destinations. The group is known for personalised Asian-inspired hospitality, high service standards, and a strong focus on guest comfort. Shangri-La Singapore is a landmark luxury hotel set within extensive gardens near Orchard Road. It offers accommodation, restaurants and bars, meeting facilities, wellness services, and recreational amenities for leisure and business travellers. Employees typically work in a multicultural environment and are expected to demonstrate genuine care, professionalism, teamwork, and attention to detail. The organisation provides opportunities across hotel operations, food and beverage, guest services, administration, engineering, and leadership, with training and internal development available depending on the role and business needs.

Destination Guide

Singapore is a compact, highly developed island city-state with strong opportunities in hospitality, tourism, retail, aviation, finance, technology, and healthcare. Hotel roles are concentrated around Orchard Road, Marina Bay, Sentosa, and the airport, with efficient public transport making commuting convenient. The culture is multicultural, combining Chinese, Malay, Indian, and international influences; English is widely used at work, while Mandarin or other languages can be useful in guest-facing positions. Lifestyle amenities include excellent food, safe neighbourhoods, shopping, parks, beaches, and a warm tropical climate, although accommodation and daily expenses can be high. Foreign applicants generally need an employer-sponsored work pass, such as an Employment Pass, S Pass, or Work Permit, subject to eligibility and government approval. Candidates should confirm salary, accommodation, medical coverage, and relocation assistance before accepting an offer. Singapore is well connected internationally and offers a structured, fast-paced working environment.