Switchboard Operator

1 week ago

London UK, UK, United Kingdom The Savoy Full time

Job Title: Guest Services Coordinator

Department: Guest Services

Inspired and Supported by: Guest Services Supervisor


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 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 hotels 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 and benefits including pension and life assurance
  • 31 days of holiday including public holidays (increase to 33 days after 5 years)
  • Cashback scheme for everyday wellbeing/healthcare expenses including Perkbox
  • Special rates for Savoy colleagues and their friends & family and discount across Accor hotels worldwide
  • Fantastic colleague rates in Fairmont and Raffles hotels worldwide that includes friends & family
  • Free stay at The Savoy after successful completion of probation
  • 50% discount at our iconic American & Beaufort Bars
  • 50% discount at our world-famous Afternoon Tea
  • 50% discount at our spa and florist
  • 50% discount at Gordon Ramsay's River Restaurant and Savoy Grill
  • 20% at Gordon Ramsay restaurants outside the hotel and restaurant 1890
  • Laundry services & dry cleaning for uniformed and non-uniformed colleagues
  • Colleague gym facility and Virgin Active gym membership discount
  • Employee assistance programme
  • Annual optician reimbursements for eye tests and glasses
  • English language classes
  • Colleague restaurant
  • Local F&B, retail and gym discounts
  • Interfaith prayer room
  • Wellness room
  • Cycle to work scheme

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