Front of House Team Member - Switchboard

TN United Kingdom; London; On-site; GBP 22,000 - 26,000; Full time

Job summary

A leading hotel in London is seeking a Front of House Team Member to manage incoming calls and ensure smooth communication across the organization. The ideal candidate will have excellent communication skills, a dedication to guest service, and the ability to work under pressure. This full-time role involves varying shifts and regular interaction with guests and staff. The position offers a dynamic work environment with opportunities for growth and development.

Benefits

Discounted hotel rooms, food, and drinks

Interest-free season ticket loans

Access to a 24/7 Employee Assistance Program

Pension and Healthcare Schemes

Wagestream - access earned salary before payday

Recommend a friend scheme

Opportunities for apprenticeships and qualifications

Discounts and cashback via online benefits portal

Qualifications

• Previous experience in switchboard or telephone customer service preferred.
• Excellent verbal and written communication skills.

Responsibilities

• Answer incoming calls professionally and route them to the right departments.
• Provide guests with information about hotel services and amenities.
• Deliver outstanding guest service and address questions or concerns.

Skills

Communication

Multitasking

Organizational Skills

Customer Service

Job description

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Front of House Team Member - Switchboard, London

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Client:

The Cumberland

Location:

London, United Kingdom

Job Category:

Retail

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EU work permit required:

Yes

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Job Reference:

c152153d63f3

Job Views:

4

Posted:

12.05.2025

Expiry Date:

26.06.2025

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Job Description:

The Role

The Switchboard Operator serves as the first point of contact for all internal and external communications within the hotel. This role is responsible for efficiently managing a high volume of incoming calls, routing them to the appropriate departments or individuals, and ensuring smooth communication across the organization. The ideal candidate will possess excellent communication skills, remain calm under pressure, and provide exceptional customer service. The position is full time and requires working in a fast-paced environment with regular interaction with guests and staff, and availability to work varying shifts, including evenings, weekends, and holidays, as required by the hotel’s operational needs.

What we look for

• Answer incoming calls professionally and promptly, routing them to the right departments or personnel.
• Provide guests with information about hotel services, amenities, room availability, and special requests.
• Maintain clear communication with all hotel departments to ensure smooth operations.
• Take accurate messages for guests and staff, ensuring confidentiality and professionalism.
• Address basic telecommunication issues or escalate them as needed.
• Deliver outstanding guest service, addressing questions, concerns, and recommendations.
• Assist with administrative tasks such as filing and organizing related to guest services.
• Previous experience in switchboard or telephone customer service preferred but not mandatory.
• Excellent verbal and written communication skills.
• Ability to convey information clearly and courteously under stress.
• Strong dedication to guest service and professionalism.
• Familiarity with multi-line phone systems and troubleshooting basic issues.
• Excellent multitasking and organizational skills.
• Ability to work collaboratively with other departments.

What's in it for you?

• Discounted hotel rooms, food, and drinks across Clermont Hotel Group.
• Interest-free season ticket loans (conditions apply).
• Access to a 24/7 Employee Assistance Program.
• Pension and Healthcare Schemes.
• Wagestream - access earned salary before payday.
• Recommend a friend scheme.
• Opportunities for apprenticeships and qualifications up to Level 7.
• Discounts and cashback via our online benefits portal.