Telephone Operator (Service Centre)

Job Description

The Telephone Operator (Service Centre) handles guest calls, hotel information requests, wake-up calls, service requests and internal communications in a professional, timely manner. Candidates should have strong spoken English, clear telephone etiquette, good listening and problem-solving skills, and basic computer ability. Previous experience in hotel telephony, a guest contact centre or customer service is advantageous. The role requires a calm, courteous and service-focused personality, accurate message taking, discretion with guest information and flexibility to work rotating shifts, including nights, weekends and public holidays. Familiarity with hotel systems and additional languages may be beneficial.

Company Info

Shangri-La is a luxury hospitality group founded in Asia and recognised for warm, personalised service. The company operates hotels, resorts and residences across Asia, the Middle East, Europe, North America and other international markets. Shangri-La Singapore is a well-established luxury hotel set in extensive gardens near Orchard Road, offering guest rooms, suites, restaurants, event facilities, wellness services and family-oriented amenities. Its service culture places strong emphasis on genuine hospitality, attention to detail, teamwork and creating memorable stays. Employees typically work in a multicultural environment with opportunities to develop hotel operations, guest service and leadership skills. Benefits and working conditions vary by position and employment terms, but hospitality roles may include staff meals, uniform provision, service training and preferential accommodation or travel programmes.

Destination Guide

Singapore is a compact, highly connected city-state with strong opportunities in hospitality, tourism, food and beverage, aviation, finance, technology and healthcare. English is widely used at work, while Mandarin, Malay and Tamil are also official languages. The culture is multicultural, orderly and generally respectful, with excellent public transport, reliable services and high personal safety. Lifestyle costs can be high, especially rent, though commuting is affordable and efficient. Popular areas include Orchard, Marina Bay, Sentosa and neighbourhoods such as Tiong Bahru and Katong. Foreign employees normally need an employer-sponsored work pass, such as an Employment Pass, S Pass or Work Permit, depending on qualifications, salary and occupation. Secure a job offer before relocating, confirm pass eligibility, and budget for accommodation, deposits, insurance and daily expenses. Singapore’s tropical climate is hot and humid year-round, with frequent rain.