Telephone Operator (Service Centre)

Job Description

The Telephone Operator (Service Centre) handles hotel calls, guest requests, internal communications and service follow-up, helping deliver Shangri-La’s standards of hospitality. Typical requirements include strong spoken English, clear telephone etiquette, basic computer skills and the ability to remain calm and professional in a busy environment. Previous experience in hotel telephony, a call centre or guest services is advantageous, while knowledge of additional languages may be helpful. The successful candidate is expected to respond promptly, record requests accurately, coordinate with relevant departments and protect guest privacy. Flexibility for rotating shifts, weekends and public holidays is normally required, together with a friendly, service-minded attitude and the ability to work effectively within a multicultural team.

Company Info

Shangri-La Group is a major luxury hospitality company headquartered in Hong Kong, operating hotels, resorts and related businesses across Asia, the Middle East, Europe, North America and other international markets. Its brands are known for personalised service, comfortable surroundings and the Asian hospitality tradition associated with the Shangri-La name. Shangri-La hotels typically employ teams across rooms, food and beverage, engineering, wellness, events and guest services. In Singapore, Shangri-La Hotel Singapore is an established luxury property with extensive accommodation, dining, meeting and leisure facilities. The company places strong emphasis on guest satisfaction, professional standards, teamwork and employee development. Roles such as Telephone Operator support smooth communication between guests and hotel departments and are important to the overall service experience.

Destination Guide

Singapore is a compact, modern island city-state with strong opportunities in hospitality, tourism, aviation, retail, finance, technology and healthcare. The work culture is generally professional, multicultural and service-focused, with English widely used in workplaces. Lifestyle options range from hawker centres and shopping districts to museums, parks, beaches and lively neighbourhoods; public transport is efficient and widely used. Costs, especially rent, can be high, so accommodation and daily expenses should be planned carefully. Foreign candidates normally need an employer-sponsored work pass, such as an Employment Pass, S Pass or Work Permit, depending on qualifications, salary and occupation. The employer usually submits the application, and approval is required before employment begins. New arrivals should arrange valid travel documents, suitable accommodation, insurance and a local bank or payment solution. Singapore’s tropical climate is hot and humid year-round, with frequent rain, so light clothing and adaptable footwear are useful.