Switchboard Operator

2 weeks ago

West London, London, United Kingdom Hotel Cafe Royal Full time

Hotel Café Royal is a renowned 5-star luxury hotel located in the heart of Central London, next to Piccadilly Circus. Offering 159 beautifully appointed rooms and suites, 4 exclusive food & beverage outlets, and the award-winning Akasha Holistic & Wellbeing Spa, we pride ourselves on delivering unparalleled luxury and service. We are looking for a professional and attentive Hotel Switchboard Operator (Guest Service Centre Agent) to join our dynamic team.

Hotel Café Royal enjoys an unrivalled setting on Regent Street where the elegance of Mayfair, energy of Soho and sophistication of St. James combine. It's where history, culture, business and the stage are just steps away. That's one reason why, for 150 years, people who make a difference have made their way through these doors. For Oscar Wilde and Muhammad Ali, Winston Churchill and David Bowie, David Chipperfield and Albert Adri, Hotel Café Royal has always been the vibrant living room of London, the place to convene, converse and celebrate.

The Role:

As a Hotel Switchboard Operator, you are the voice with a smile and will be the first point of contact for all guest inquiries, managing incoming calls from both internal and external guests and coordinating communication between guests and various departments within the hotel. You will play a vital role in ensuring efficient and professional service, contributing to an exceptional guest experience.

Key Responsibilities:

  • Answer and direct all incoming calls promptly and professionally, ensuring guest needs are met with efficiency and courtesy.
  • Manage guest requests and inquiries, liaising with relevant departments to ensure timely and accurate service delivery.
  • Maintain clear and effective communication with the front desk, housekeeping, and other departments to coordinate guest services.
  • Coordinate all Housekeeping and Engineering service work orders through HotSOS, reporting guest queries to the relevant senior colleagues.
  • Handle wake-up call requests and any other communication needs for guests.
  • Monitor and respond to guest requests received through other communication channels, such as email and in-house messaging systems.
  • Assist in maintaining an organized and professional switchboard area, ensuring it reflects the luxury standards of Hotel Café Royal.
  • Manage emergency calls efficiently and follow hotel safety protocols to handle incidents calmly and effectively.
  • Provide information on hotel services, local attractions, and dining options, assisting guests in making reservations or bookings as needed.
  • Support the front office team with administrative tasks and coordination of guest services as required.

Requirements:

  • Previous experience in a switchboard, guest service centre, or front office role within a luxury hotel environment is desirable.
  • Knowledge of Opera PMS is advantageous; training will be provided for candidates with relevant hospitality experience.
  • Excellent communication and interpersonal skills, with a professional and friendly phone manner.
  • Strong organizational skills and attention to detail, with the ability to manage multiple tasks simultaneously.
  • Ability to work efficiently in a fast-paced environment and handle guest requests with a calm and composed approach.
  • Flexibility to work shifts on a rota basis (4 days on, 4 days off, 12-hour shifts between 7 am and 11 pm).
  • A proactive and service-oriented attitude, with a passion for delivering outstanding guest experiences.

The Benefits:

  • Pay of up to £29,000 including service charge
  • Access to heavily discounted friends and family rooms rates across the Set Hotels
  • Two complimentary rooms nights per year in London, Paris or Amsterdam (after 1 year of employment)
  • Up to 50% colleagues discount in all our food and beverage outlets
  • Colleague wellness sessions in our Akasha spa each month including osteopath, podiatrist, yoga and fitness classes (as well as staff discounts on spa treatments)
  • Regular social events, including our infamous Summer Party (August) and Black-Tie Annual Awards dinner (January)
  • Christmas celebrations, including colleague lunch, childrens party and Christmas gift
  • Automatic membership of the companys life assurance scheme from day one
  • Generous discounts on retail and dining in Central London through the West End Club app
  • Mental health support including Employee Assistance Programme (EAP) and mental health champions in all departments
  • A variety of external benefits including gym discounts and free eye tests
  • Cycle to work scheme and season ticket loan
  • A wide range of both internal and external training and development programmes to support all of our colleagues career progression
  • The usual bits and bobs such as free meals on duty, uniform laundry, pension & holiday

AMRT1_UKCT

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