Telephone Operator (Service Centre)

Job Description

The Telephone Operator (Service Centre) is responsible for answering hotel calls, handling guest requests, transferring calls accurately, recording messages and coordinating with relevant departments. Candidates should have strong spoken English, clear telephone manners, good listening and communication skills, basic computer knowledge and a professional service attitude. Previous experience in hotel reservations, reception, a service centre or customer service is useful. The role requires patience, attention to detail, confidentiality, reliable follow-up and the ability to remain calm during busy periods. Candidates are expected to work shifts, including evenings, weekends and public holidays, and consistently deliver Shangri-La’s standards of warm, efficient guest service.

Company Info

Shangri-La Group is a luxury hospitality company headquartered in Hong Kong, operating hotels, resorts and related hospitality businesses across Asia, the Middle East, Europe, North America and other international markets. Its portfolio includes Shangri-La, Shangri-La Resorts, Traders, Kerry Hotels and JEN properties. The group is known for Asian-inspired hospitality, attentive personal service and a strong focus on guest comfort. Shangri-La Hotel Singapore is a large luxury property located near Orchard Road, offering accommodation, restaurants, event facilities, gardens and wellness services. Employees typically work in a multicultural environment and support high service standards across guest-facing and operational departments. Benefits, work schedules and remuneration vary according to the position, employment status and company policy.

Destination Guide

Singapore is a compact, highly developed island city-state with strong opportunities in hospitality, tourism, aviation, retail, finance, technology and healthcare. Hotel roles are often available in front office, food and beverage, housekeeping, culinary operations and guest services. The culture is multicultural, orderly and generally respectful of punctuality, personal responsibility and service professionalism. Public transport is excellent, while housing, dining and healthcare can be expensive compared with many regional cities. Singapore is hot and humid year-round, with frequent rain. Foreign workers must obtain the appropriate work pass, usually arranged by an employer; visitors cannot legally work. Candidates should confirm eligibility, salary, accommodation and benefits before relocating. English is widely used, although knowledge of Mandarin or other languages may be helpful in guest-facing roles. Work permits and passes depend on qualifications, salary and government requirements.