Telephone Operator (Service Centre)

Job Description

The Telephone Operator (Service Centre) manages hotel calls and guest requests through the service centre, providing prompt, courteous and accurate assistance. Responsibilities typically include answering and transferring calls, recording and following up on requests, coordinating with relevant departments, handling basic guest enquiries, and maintaining service standards. Candidates should have strong spoken English, clear communication skills, a pleasant telephone manner, good computer literacy and the ability to remain calm under pressure. Previous experience in a hotel, call centre or customer-service environment is advantageous. The role requires flexibility to work shifts, weekends and public holidays, as well as a service-focused attitude, attention to detail and the ability to multitask effectively.

Company Info

Shangri-La is a luxury hospitality group founded in Asia and recognised internationally for its hotels, resorts and distinctive Asian-inspired service. The group operates properties across Asia, the Middle East, Europe, North America and other key destinations. Shangri-La hotels generally focus on personalised guest care, comfortable accommodation, quality dining, wellness facilities and professional event services. In Singapore, Shangri-La Singapore is a well-established luxury hotel serving leisure travellers, business guests, families and conferences. The company places strong emphasis on hospitality standards, teamwork, employee development and creating memorable guest experiences. Service-centre employees work closely with front office, housekeeping, food and beverage, engineering and security teams, making communication and cooperation important parts of the role.

Destination Guide

Singapore is a highly developed island city-state with strong opportunities in hospitality, tourism, food and beverage, finance, technology, healthcare and logistics. The culture is multicultural, with English widely used alongside Mandarin, Malay and Tamil. Life is convenient and generally safe, supported by excellent public transport, modern amenities, diverse food and extensive shopping and entertainment. Housing can be expensive, particularly near central areas, so many employees live in shared apartments or locations connected by MRT. Foreign nationals normally require an employer-sponsored work pass; eligibility depends on qualifications, salary and government criteria, and the employer usually submits the application. New arrivals should budget for rent, transport, insurance and deposits, and confirm whether accommodation, meals or relocation support are included in the employment offer. Singapore’s tropical climate is hot and humid throughout the year, with frequent rain.