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. Candidates should have strong spoken English, a pleasant telephone manner, clear communication skills, and basic computer knowledge. Experience in hotel operations, call centres, or customer service is advantageous. The role requires professional grooming, patience, good listening skills, accurate message-taking, and the ability to remain calm while managing several requests. Candidates are expected to provide prompt, courteous, and personalised service in line with Shangri-La standards, work flexible shifts including weekends and public holidays, and maintain guest confidentiality.

Company Info

Shangri-La Group is a leading luxury hospitality company founded in Asia and headquartered in Hong Kong. It operates hotels, resorts, and related hospitality businesses across Asia, the Middle East, Europe, North America, and other international markets. Shangri-La is recognised for warm Asian hospitality, high service standards, and its emphasis on personalised guest experiences. Shangri-La Singapore is a landmark luxury hotel set in extensive landscaped gardens near Orchard Road. The property serves leisure and business travellers and includes guest rooms, suites, restaurants, meeting facilities, and wellness amenities. Employees typically work in a multicultural environment with structured operating procedures, opportunities for training, and career paths across hotel departments and other Shangri-La properties.

Destination Guide

Singapore is a modern island city-state with strong opportunities in hospitality, aviation, tourism, finance, technology, healthcare, and logistics. Its multicultural society reflects Chinese, Malay, Indian, and international influences, with English widely used in workplaces. Life is safe, clean, efficient, and convenient, supported by excellent public transport, varied food, shopping, parks, and waterfront areas. Housing can be expensive, so newcomers often compare shared accommodation, staff housing, and locations near MRT lines. Foreign employees generally need an employer-sponsored work pass, such as an Employment Pass, S Pass, or Work Permit, depending on qualifications, salary, and occupation; the employer normally submits the application. Before relocating, candidates should confirm the pass type, medical requirements, contract terms, accommodation, working hours, and benefits. Singapore’s tropical climate is hot and humid year-round, with frequent rain, so lightweight clothing and comfortable footwear are essential.