Switchboard Operator The Savoy Hotel

4 weeks ago

London, United Kingdom AccorHotel Full time

Job Title: Guest Services Coordinator          

Department: Guest Services                

Inspired and Supported by: Guest Services Supervisor

Salary: 29860 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 enquires 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 prearrival 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 hotels services.
  • Take inroom dining orders upsell 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 prearrival reports and coordinating guest itineraries
  • To drive innovation and continuous improvement of the department to ensure a seamless experience for all guests from prearrival through to post stay.
  • To initiate develop and maintain excellent service standards with a consistent focus on the guest experience.

Qualifications :

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.
  • 13 years experience in the Luxury Hospitality Industry.

Please note that we believe in flexibility and multiskilling 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.


Remote Work :

No


Employment Type :

Fulltime

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