Service Centre & Telephone Officer

Shangri-La Singapore; Singapore; On-site; SGD 30,000 - 40,000; Full time

Job summary

A leading hotel in Singapore is seeking a Service Associate to provide efficient telephone services and maintain service excellence. Candidates must have at least 1 year of call centre experience, preferably in hospitality, and be fluent in English. Other language skills, particularly Mandarin, are a plus. The role emphasizes professionalism and guest satisfaction in a tranquil working environment.

Benefits

Great benefits

Work-life balance

Effort recognitions

Qualifications

• At least 1 year's working experience in similar call centre settings, preferably in hospitality.
• Ability to communicate with guests from diverse backgrounds.

Responsibilities

• Operate guest service systems and maintain service excellence.
• Handle and respond to internal/external calls professionally.
• Prepare reports and manage expenses and profitability.

Skills

Fluent in English

Communication with diverse backgrounds

Fluency in Mandarin

Tools

PABX

Call Centre Software

POS

Job description

At Shangri-La Singapore we are a heart-warming family. We share something powerful – our genuine care and respect for others. Our strength lies beyond our harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each and everyone with honour, as kin, as family. We strive to be the preferred employer by providing great benefits, tranquil and sincere working environment, work-life balance and effort recognitions.

Set in 15 acres of lush greenery just minutes from the vibrant Orchard Road shopping belt, the Shangri-La Hotel, Singapore is a tranquil, sophisticated urban retreat whether travelling for business or leisure.It features 792 luxurious guestrooms and suites across three distinct wings, which include unique family-themed rooms, supported by a host of dedicated family-focused amenities.

We are looking forService Associate – Service Centre and Telephoneto join our team!

The Service Associate is responsible for delivering professional and efficient telephone services aligned with Shangri-La Hotels and Resorts standards.

Key Responsibilities:

• Guest Service Centre Operations

  • Operate systems like PABX, Call Centre Software, FCS, POS, TMS, OPMS

  • Maintain updated guest preferences and ensure service excellence

  • Handle internal/external calls professionally

  • Stay informed on hotel events, arrivals/departures, and promotions

  • Keep the Service Centre clean, secure, and fully operational

  • Respond promptly to guest requests and feedback

  • Ensure accurate logging and follow-up of service requests

  • Maintain emergency systems and backup procedures

  • Supervise operations and support recruitment efforts

  • Update telephone book and tariffs in PMS

  • Monitor interface systems and shift reports

  • Prepare reports and manage expenses and profitability

  • Ensure HRConnect and SHANG Academy training compliance

  • Promote a positive work environment and participate in briefings

• Safety & CSR

  • Conduct safety training and ensure emergency preparedness

  • Support environmental initiatives and community programmes

Key Requirements:

• At least 1 year's working experience in settings similar to a call centre, preferably in the hospitality industry.

• To communicate with guests from diverse backgrounds for work duties, fluency in English is essential. Other language skills, particularly Mandarin, are also highly valued (e.g. translation for foreign language speaking calls/guests) and may enhance consideration for the role.