Switchboard Operator, The Savoy Hotel

The Savoy, a Fairmont Managed Hotel, is one of the world's most iconic hotels. A renowned leaders in the hospitality industry, The Savoy has a reputation for outstanding service and excellence. Originally built in 1889, the hotel has a rich history and has played host to royalty, world leaders and legends of the stage and screen. Today, colleagues pride themselves on being innovative and inspirational, delivering the very best in five star luxury. Passionate about developing and promoting talent, The Savoy offers unwavering support and recognition to colleagues, as well as having a very competitive benefits plan.

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 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, 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