Switchboard Operator

Job Description
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