Switchboard Operator, The Savoy Hotel

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Switchboard Operator, The Savoy Hotel, London

Client:

FAIRMONT

Location:

London, United Kingdom

Job Category:

Hospitality

EU work permit required:

Yes

Job Reference:

19b08d03da13

Job Views:

7

Posted:

22.02.2025

Job Description:

Job Title: Guest Services Coordinator

Department: Guest Services

Inspired and Supported by: Guest Services Supervisor

Salary: £29,860 including service charge

Shift hours: Monday to Sunday 07:00 to 15:30 and 14:30 to 23:00

Your purpose will be: To provide an extraordinary and seamless guest experience whilst communicating with all teams and ensuring a high attention to detail. A strong level of initiative and team spirit is essential in this role.

You will be accountable for:

• Ensuring all enquiries are actioned in a timely and efficient manner while meeting all service standards.
• Handling telephone communications encompassing switchboard, Food and Beverage and all in-house guest requests, whilst assisting with In Room Dining, Concierge requests and Valet/Laundry.
• Providing knowledgeable responses and recommendations to all guest enquiries, whilst taking every opportunity to exceed expectations.
• Setting teams up for success through accurate arrivals report checks and clear communication.

Your key responsibilities & contribution will be:

• Ensure internal and external calls are handled according to our service standards.
• Knowledge of all telephone, communication and booking systems.
• Knowledgably answer all general and food and beverage enquiries whilst accurately placing Afternoon Tea, Bar and Restaurant reservations accordingly.
• Ensure clear communication channels and methods with all other departments in order to facilitate complete guest service.
• Full pre-arrival preparation for guests including advance contact with guest, updating the systems and clearly communicating all relevant information with the relevant teams.
• Actively participate in up selling and cross selling the hotel's services.
• Take in-room dining orders, up-sell daily specials and dishes appropriately, ensuring orders are entered accurately in SilverWare for prompt delivery.
• Assistance with rooms’ coordination to ensure the smooth running of daily operations.
• Thorough checking and preparation of pre-arrival reports and coordinating guest itineraries.
• To drive innovation and continuous improvement of the department to ensure a seamless experience for all guests from pre-arrival through to post stay.
• To initiate, develop and maintain excellent service standards with a consistent focus on the guest experience.

What you will need to do this role:

Essential:

• Excellent communication skills, both verbal and written with the ability to communicate effectively with people of all levels.
• Proven organizational skills and able to work independently.
• Enthusiastic and positive with the ability to build trusting relationships.
• Previous experience of guest complaint handling and going the extra mile to meet guest needs.
• Ability to multi-task and problem solve in a fast-paced environment.
• Keen eye for detail.
• Flexibility to work different shifts including night shifts.

Desirable:

• Knowledge of any or all of switchboard operations, HOTSOS, Open Table, SilverWare and OPERA.
• Previous experience in a guest services role.
• 1-3 years’ experience in the Luxury Hospitality Industry.

Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.

What’s in it for you?

• Competitive salary, pension, and life assurance.
• 31–33 days of holiday (including public holidays).
• Cashback for wellbeing/healthcare expenses & Perkbox.
• Exclusive discounts:
  • Savoy, Fairmont, Raffles, and Accor hotels (friends & family rates included).
  • 50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants.
  • 20% off at other Gordon Ramsay restaurants and Restaurant 1890.
• Free stay at The Savoy after probation.
• Colleague restaurant, interfaith prayer room and wellness room.
• Laundry services for all colleagues.
• Gym access, cycle-to-work scheme and Virgin Active membership discount.
• Season ticket loan for commuting.
• Employee assistance program.
• English classes, optician reimbursements, and local discounts for F&B and retail.