Telephone Operator

About the Role

Mandarin Oriental, Singapore is seeking a Telephone Operator to join its Telephone Department. In this role, you will manage guest and internal calls, support request handling, transfer calls efficiently, capture messages accurately, and help deliver a polished guest experience. The position reports to the Telecommunications Manager.

About the Hotel

Mandarin Oriental is a globally recognised luxury hotel group known for distinctive properties, strong service standards, and a development pipeline across prime destinations. Mandarin Oriental, Singapore is positioned as a refined luxury retreat overlooking Marina Bay.

Key Duties

• Support the shift team by helping ensure smooth day-to-day telephone operations.
• Answer incoming calls quickly and professionally, following proper telephone etiquette and maintaining a courteous tone.
• Be familiar with the NEC UA PBX system, including its functions and features.
• Handle guest requests through Glowing promptly and communicate responses clearly.
• Log faults and maintenance concerns in Hotsos without delay.
• Follow through on daily assigned checklists and keep proper documentation.
• Review guest wake-up call requests, including those for FITS, crew, and groups, and ensure they are processed on time.
• Monitor incoming text and fax messages from Fuji Xerox and ensure guest-room delivery meets LQE standards.
• Investigate reported telephone and line faults, perform complete testing before involving an external contractor, and raise PR/Checkscm for completed external work.
• Understand telecommunication wiring rates and sales requests related to function spaces or guest rooms, and process them accurately.
• Know the hotel’s IDD rates, verify overseas call charges in Jazzware, and ensure they are posted in HMS.
• Maintain awareness of the hotel’s telephone and trunk inventory and manage programming through PCPro.
• Review and update the HMS Concierge Directory when needed.
• Maintain the required grooming and presentation standards while on duty.
• Follow hotel policies and procedures and stay informed about the range of services offered by the property.
• Remain knowledgeable about Mandarin Oriental Hotel Group as a whole.

Candidate Profile

The ideal candidate has prior experience in a similar role, preferably within the hotel industry, communicates well, enjoys engaging with guests, and is able to work rotational shifts, including weekends and public holidays.

Benefits and Colleague Commitment

• Learning and development opportunities designed to support growth at different career stages.
• MOstay, which offers complimentary nights and attractive room rates for colleagues and their loved ones at Mandarin Oriental properties worldwide.
• Health and colleague wellness support, including health benefits and wellness programmes.
• Retirement plans based on service length and role.

Additional Information

The role requires a strong service mindset, responsiveness, attention to operational detail, and the ability to uphold the brand’s luxury service standards at all times.