Telephone Operator (Service Centre)

Job Description

The Telephone Operator (Service Centre) handles guest calls, enquiries, requests and service recovery in a professional and timely manner. Requirements typically include hospitality or customer-service experience, clear spoken English, strong telephone etiquette, basic computer skills and the ability to manage multiple requests accurately. Knowledge of additional languages is advantageous. The successful candidate should be calm under pressure, courteous, well organised and willing to work rotating shifts, including nights, weekends and public holidays. Familiarity with hotel systems and local attractions is helpful. Shangri-La expects employees to deliver warm, personalised service, communicate effectively with other departments and maintain guest confidentiality and service standards.

Company Info

Shangri-La is a leading luxury hospitality group founded in Singapore and recognised internationally for its distinctive Asian-inspired service. The company operates hotels, resorts and related hospitality businesses across Asia, the Middle East, Europe, North America and other destinations. Its properties are known for comfortable accommodation, high-quality dining, attentive guest service and strong facilities for business and leisure travellers. Shangri-La places emphasis on genuine care, cultural understanding, teamwork and personalised experiences. In Singapore, the group has a significant presence through Shangri-La Singapore, a well-established luxury hotel serving local guests, international visitors, families, corporate clients and events. Employees generally work in a multicultural environment with structured operational procedures, training opportunities and prospects for career development across the wider hotel group.

Destination Guide

Singapore is a compact, highly connected island city-state with opportunities in hotels, restaurants, tourism, retail, aviation, finance, technology and healthcare. Hospitality jobs are concentrated around Orchard Road, Marina Bay, Sentosa and the airport area. The culture is multicultural, English-speaking and generally polite, efficient and fast-paced, with Chinese, Malay, Indian and international influences. Public transport is excellent, while accommodation and daily expenses can be relatively high. Employees should expect humid weather, demanding service standards and shift-based work in hospitality. 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. Employers usually guide successful applicants through the application process. Relocation planning should include housing, transport, healthcare, insurance and local banking. Singapore offers safety, convenience and strong career exposure, although competition for jobs is substantial.