Front of House Team Member - Switchboard

Clermont Hotel Group; London; On-site; GBP 20,000 - 30,000; Full time

Job summary

An established industry player is seeking a Front of House Team Member to join their dynamic team. This role involves serving as the first point of contact for guests, managing incoming calls, and ensuring seamless communication across departments. The ideal candidate will thrive in a fast-paced environment, showcasing exceptional communication and customer service skills. With a commitment to providing outstanding service, you will assist guests with inquiries and support hotel operations. Join this vibrant team and be part of an unforgettable hospitality experience in the heart of London, where your contributions will make a significant impact.

Benefits

Discounted hotel rates

Interest-free season ticket loans

24/7 Employee Assistance Program

Pension and Healthcare Schemes

Wagestream access

Recommend a friend scheme

Apprenticeships and accredited qualifications

Qualifications

• Excellent communication skills and dedication to outstanding guest service.
• Ability to manage high volumes of calls and provide accurate information.

Responsibilities

• Serve as the first point of contact for all communications within the hotel.
• Manage incoming calls and route them to appropriate departments promptly.
• Provide guests with information about hotel services and resolve concerns.

Skills

Communication Skills

Customer Service

Multitasking

Organizational Skills

Problem Solving

Education

Previous experience in a switchboard operator or telephone-based customer service role

Tools

Multi-line phone systems

Switchboard equipment

Job description

Front of House Team Member - Switchboard

Permanent
Flexible hours per week

The Cumberland draws inspiration from the capital’s love of contemporary music, with a harmonious fusion of comfort and service. In a prime position between Oxford Street and Marble Arch, yet just yards from the oasis of Hyde Park, it’s the perfect base for a rocking time in London. You’ll be close to famous shopping districts, museums and historic landmarks, while a London Underground station is just around the corner, making further exploration a breeze. With 1019 rooms, bars, a restaurant, meeting rooms and all-modern, accessible facilities, The Cumberland is the perfect destination for leisure and business travellers. Looking for an authentic music hotel experience? The Cumberland invites everyone to the best show in town!

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 as well as 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 in a professional and timely manner. Route calls to the appropriate departments or personnel, ensuring that each call is handled promptly and correctly.
• Provide guests with information regarding hotel services, amenities, room availability, and any special requests.
• Maintain clear and efficient communication with all hotel departments (front desk, housekeeping, maintenance, etc.) to ensure the smooth operation of the hotel.
• Take accurate messages for guests and hotel staff, ensuring that messages are delivered promptly and with the appropriate level of confidentiality.
• Address and resolve basic telecommunication issues (e.g., faulty connections, poor sound quality) or escalate them to technical support if necessary.
• Provide outstanding service to guests, answering questions, resolving concerns, and making recommendations for services within the hotel.
• Assist with administrative tasks as assigned, including filing, organizing, or other support functions related to guest services and operations.
• Previous experience in a switchboard operator or telephone-based customer service role, preferably in a hotel or large facility environment.
• Excellent verbal and written communication skills.
• Strong dedication to providing outstanding guest service and ability to maintain a professional demeanor at all times.
• Familiarity with multi-line phone systems, switchboard equipment, and other communication tools.
• Excellent multitasking and organizational skills to manage a high volume of calls and guest requests efficiently.
• Ability to work closely with other departments to ensure seamless communication and operations within the hotel.

What's in it for you?

• Discounted rates on hotel rooms, food and drink across the Clermont Hotel Group.
• Interest free season ticket loans (conditions apply).
• Access to a 24/7 Employee Assistance Program.
• Pension and Healthcare Schemes.
• Wagestream - get access to earned salary before payday.
• Generous recommend a friend scheme.
• Apprenticeships and accredited qualifications up to Level 7 (Master's Degree equivalent).
• Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal.