Telephone Operator (Service Centre)

Job Description

The Telephone Operator (Service Centre) handles incoming calls, guest requests, hotel information and message taking, while coordinating with departments to provide prompt assistance. Candidates should have strong spoken English, clear telephone etiquette, good listening and communication skills, and basic computer knowledge. Previous experience in a hotel, call centre or customer-service environment is advantageous. Knowledge of additional languages, especially common Asian languages, may be helpful. The role requires a polite, calm and service-oriented personality, accurate record keeping, professional grooming, flexibility for rotating shifts, and the ability to manage several requests efficiently. Candidates are expected to protect guest confidentiality, follow Shangri-La service standards and remain composed during busy periods.

Company Info

Shangri-La Group is a global luxury hospitality company founded in Hong Kong, operating hotels, resorts and related businesses across Asia, the Middle East, Europe, North America and other markets. Its properties are known for attentive service, comfortable accommodation, dining, wellness facilities and strong destination experiences. Shangri-La Singapore is a major luxury hotel located near Orchard Road, offering guestrooms, restaurants, meeting facilities, gardens and leisure amenities. The company places considerable emphasis on genuine hospitality, guest satisfaction, teamwork and employee development. Roles in Singapore commonly involve working with international guests and colleagues, following detailed service procedures and maintaining high presentation standards. Employees may benefit from structured training, hospitality experience and opportunities to progress within the wider Shangri-La network, although specific benefits and career terms depend on the position and employment contract.

Destination Guide

Singapore is a highly developed island city-state with strong opportunities in hospitality, tourism, aviation, retail, technology, finance and healthcare. Hotel employees work in an international environment where English is widely used, while Mandarin, Malay, Tamil and other languages are valuable. The culture combines Chinese, Malay, Indian and global influences, reflected in its food, festivals and neighbourhoods. Lifestyle is convenient and generally safe, with excellent public transport, shopping, parks and hawker centres, although accommodation and daily expenses can be high. Employees typically live in apartments or shared housing near MRT lines. Foreign candidates need a valid work pass, usually arranged by the employer; eligibility depends on nationality, salary, qualifications and experience. Before relocating, confirm the pass type, medical requirements, contract, accommodation, taxes and benefits. Singapore’s tropical climate is hot and humid year-round, with frequent rain, so lightweight clothing and practical footwear are useful.