Guest Services Call Agent

Location: On-site in Knutsford, Cheshire, North-West England (not remote)

Fairmont Cheshire, The Mere is one of the North West’s most distinguished luxury destinations. Nestled in the heart of the Cheshire countryside and surrounded by a championship golf course, the resort combines Fairmont’s world-renowned elegance with the warmth and character of its local heritage. Renowned for exceptional service and attention to detail, Fairmont Cheshire, The Mere offers guests an indulgent escape featuring world-class spa experiences, exceptional dining, and outstanding leisure facilities. Whether visiting for relaxation, celebration, or business, Fairmont Cheshire, The Mere is dedicated to creating unforgettable moments and delivering the very best in 5-star luxury hospitality.

Your purpose will be:

To provide efficient, courteous and professional telephone communication for guests and colleagues by operating the hotel’s switchboard, managing internal and external calls, and supporting emergency and communication procedures to ensure a seamless guest experience at Fairmont Cheshire, The Mere.

• Handle all incoming calls promptly, professionally and in accordance with brand standards.
• Direct calls to the appropriate departments or colleagues with accuracy and efficiency.
• Manage wake‑up calls, guest messages and voicemail services.
• Respond to guest enquiries with courtesy, product knowledge and a service‑focused approach.
• Monitor emergency lines and follow established procedures during fire alarms, medical incidents or security situations.
• Maintain accurate logs of calls, incidents and communication activity as required.
• Support internal communication between departments, ensuring messages are delivered promptly.
• Assist with lost‑and‑found enquiries, guest requests and service coordination.
• Ensure confidentiality and data protection standards are upheld at all times.
• Report system faults or technical issues to IT or management promptly.
• Maintain a calm, professional manner during high call volumes or emergency situations.
• Uphold hotel grooming standards and represent the brand with professionalism.

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.

• Previous experience in a PBX, switchboard, reservations or front office role preferred.
• Strong verbal communication skills and a clear, professional telephone manner.
• Excellent listening skills and the ability to multitask under pressure.
• High level of accuracy and attention to detail.
• Strong organisational and administrative abilities.
• Ability to remain calm and composed in emergency or high‑stress situations.
• Familiarity with hotel systems (PMS, PBX, call‑logging software) is an advantage.
• Strong customer‑service mindset and ability to work well with all departments.
• Flexible availability, including evenings, weekends and holidays.

What is in it for you?

• Exclusive Discounts:
  • Fairmont Cheshire, The Mere, Spa and Golf discount
  • Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
  • 20% off food and beverage in on-site restaurants
• Colleague restaurant
• Being part of The Mere Team – our culture is unique!
• You will benefit from training and development opportunities
• Competitive salary and benefits including pension
• 28 days of holiday including public holidays
• 1-5 days service award based on length of service
• Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
• And last but not least you will get to work with a team of EXTRAORDINARY people