Hotel Switchboard Operator

The Cumberland; City of Westminster; On-site; GBP 22,000 - 30,000; Full time

Job summary

A contemporary hotel in London is seeking a dedicated Receptionist to manage incoming calls and guest communications. The ideal candidate must demonstrate excellent customer service skills and remain calm under pressure while managing tasks like call routing and message handling. Previous telephone-based customer service experience is preferred, along with a friendly demeanor. Candidates must be flexible with shifts, contributing to a welcoming environment that enhances guest experiences.

Benefits

Wage Stream access

Discounts on retailers and dining

Refer a Friend bonuses

Interest-Free Loans

On-site Mental Health support

Gym Discounts

Recognition awards

Paid Volunteering Days

Qualifications

• Passion for guest service and creating personalized experiences.
• Experience in a switchboard operator or telephone-based customer service role.
• Ability to remain calm in a busy environment.
• Familiarity with switchboard equipment and basic troubleshooting.

Responsibilities

• Answer incoming calls professionally.
• Provide guests with information regarding hotel services.
• Maintain clear communication with hotel departments.
• Handle messages accurately and professionally.

Skills

Excellent communication skills

Customer service

Calm under pressure

Proactive mindset

Tools

Multi-line phone systems

Job description

Overview

You’ll work mainly on the Reception desk, ensuring that every guest feels warmly welcomed and supported throughout their stay. While experience with Opera is a plus, what matters most is your dedication to creating memorable experiences. 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. Your proactive, calm approach will be essential in anticipating guest needs and resolving any queries with ease—even during busy times.

Responsibilities

• Call Management: 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.
• Guest Assistance: Provide guests with information regarding hotel services, amenities, room availability, and any special requests.
• Communication Coordination: Maintain clear and efficient communication with all hotel departments (front desk, housekeeping, maintenance, etc.) to ensure the smooth operation of the hotel.
• Message Handling: Take accurate messages for guests and hotel staff, ensuring that messages are delivered promptly and with the appropriate level of confidentiality. Ensure all messages are clear and professional.
• Troubleshooting: Address and resolve basic telecommunication issues (e.g., faulty connections, poor sound quality) or upgrade them to technical support if necessary.
• Customer Service: Provide outstanding service to guests, answering questions, resolving concerns, and making recommendations for services within the hotel.
• Other Duties: Assist with administrative tasks as assigned, including filing, organizing, or other support functions related to guest services and operations.

Shift Schedule

Our Front of House Team operates on a shift rota, so you’ll need to be comfortable working five days out of seven, with a mix of early and late shifts.

Qualifications

• A genuine passion for guest service and creating warm, personalized experiences.
• Previous experience in a switchboard operator or telephone‑based customer service role, preferably but no mandatory in a hotel or large facility environment.
• Excellent verbal and written communication skills, with the ability to convey information clearly and courteously, especially in stressful situations.
• The ability to remain calm and collected in a busy, guest‑facing environment.
• Familiarity with multi‑line phone systems, switchboard equipment, and other communication tools. Ability to troubleshoot basic issues.
• A friendly, open personality that makes guests and team members feel valued.
• Strong attention to detail and a proactive mindset in anticipating guest needs.
• Willingness to work flexibly as part of a shift‑based schedule.

Location & Culture

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!

Benefits and Perks

As well as all the things you’d expect from us, such as great staff areas to recharge in, wholesome meals on duty, pension and healthcare schemes, we’ll take care of you at every step of your journey so that you can take care of our guests. Our ‘People Promise’ sets out how you can expect us to support you at every step of your application and your career with us. Whether that’s your career development and progression, your physical, mental or financial wellbeing, and recognising (and rewarding!) a job well done.

• Wage Stream – You’ll be paid monthly, but have access to your earned salary before payday should you need it.
• Discounts & Perks – Savings on 1000’s of retailers, dining, hotel stays, and much more for you and those close to you.
• Refer a Friend – Earn up to £1000 when friends join our team.
• Interest‑Free Loans – Season ticket loans to make commuting easier.
• Mental & Physical Well‑being – On‑Site Mental Health First Aiders, 24/7 Employee Assistance Line – Free, confidential advice, Be Well Platform.
• Gym Discounts & Cycle to Work Scheme.
• ‘Wonderful People’ Awards – Monthly, quarterly and annual recognition.
• Social & Seasonal Events – Fun, inclusive celebrations.
• People Council – A platform for every voice.
• Paid Volunteering Days – Give back to causes close to you.