Reservation/ Switchboard Operator

St Ermin's Operating UK Limited - Reservations; City of Westminster; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Great salary

Staff canteen

Medicash plan

Discounts

Marriott discounts

Memorable experiences

Job summary

St Ermin's Hotel, Autograph Collection in London seeks a detail-oriented Reservation/Switchboard Operator. You will handle central switchboard duties, room and F&B reservations, and loyalty servicing for Marriott Bonvoy members, ensuring guest profiles are accurate and up-to-date.

You will respond to guests and travel agents via phone, email and sales channels, managing group reservations and maintaining professional service standards in a fast-paced environment.

Qualifications

• Excellent written and spoken English.
• Strong organizational skills and attention to detail.
• Opera experience is advantageous.
• Knowledge of Marriott MARSHA or Empower systems is a bonus.
• Experience handling group reservations and rooming lists is advantageous.
• Previous switchboard or central guest-contact experience is advantageous.
• Ability to work effectively in a team and meet service standards.

Responsibilities

• Act as central point of contact for all incoming calls and direct guests to the appropriate department.
• Take and manage in-room dining orders and group reservations, relaying details accurately.
• Prepare next-day arrivals reports and maintain professional telephone manners.
• Manage guest profiles and loyalty servicing for Marriott Bonvoy members.
• Process reservations by phone, email, or sales team and handle rooming lists and group bookings.
• Maintain knowledge of room types, locations, and layouts; handle cancellations and amendments promptly.
• Process payment methods and reservation comments as required.
• Respond to guest inquiries and ensure reservation requests are handled efficiently.
• Maintain tidy and organized workspace; strive for high test-call success rates.

Skills

English proficiency

Organizational skills

Opera experience

MARSHA/EMPOWER systems

Group reservations

Switchboard experience

Teamwork

Tools

Opera

Empower

MARSH A/EMPOWER

Job description

St Ermin's Hotel, Autograph Collection

Reservation/Switchboard Operator

“Exactly like nothing else”

Description

We are looking for a detail-oriented Reservation/Switchboard Operator to join the team here at St Ermin's Hotel. This role will be covering 5 days a week, including weekend shifts. The departmental operating hours will be from 8am-7:30pm.

If you want to work for one of the best places in hospitality, and to multiply the fun, love and energy we have at our workplace, we would love to hear from you.

Looking after our people is all that we care about. We are a London Living Wage, Workplace Mental Health-chartered employer and are consistently voted one of the Best Places to Work in Hospitality.

When you join us, you will become a vital member of our team — supporting us in delivering breath-taking hospitality to our guests, while helping to create a workplace that becomes a role model to others.

What do you get in return?

• Great salary and service charge – the more we make, the more you make!
• Fun, Love & Energy – not just a slogan, it's just who we are.
• The best staff canteen in London! – breakfast, lunch & dinner.
• A range of benefits including Medicash Health Care Cash Plan (24/7 GP available for you and your household), financial advice, exclusive retail and restaurant discounts, and more.
• Worldwide discounts for you, friends, and family across all Marriott hotel brands.
• An opportunity to experience and collect great memories that will last with you forever.

About the role

As a Reservation/Switchboard Operator, you will be the first point of contact for guests calling the hotel and a vital part of the guest reservation journey. The role combines central telephone switchboard duties with room and Food & Beverage reservation handling, along with guest profile maintenance and loyalty servicing for Marriott Bonvoy members. You will respond to communications from guests and travel agents and process reservations arriving by phone, email, and through the sales team.

What will you be doing?

Switchboard & Guest Contact

• Act as the central point of contact for all incoming calls, directing guests and callers to the appropriate department.
• Take and manage in-room dining orders, relaying details accurately to the relevant outlet.
• Take and manage Food & Beverage group reservations.
• Prepare next day arrivals reports.
• Maintain a professional, welcoming telephone manner at all times.

Guest Profile & Data Management

• Merge duplicate guest profiles.
• Retrieve address details for Bonvoy members from Empower.
• Update missing comments and delete outdated Marsha comments.
• Enroll non-member guests via Leave Alert.

Reservation & Loyalty Servicing

• Update Method of Payment (MOP)
• Update the reservation comment.

Room & Group Reservations

• Process reservations by email, telephone or sales team.
• Manage group bookings: make, amend, cancel, and track no-shows.
• Create, issue, and maintain group rooming lists, processing amendments as they arise and confirming final details ahead of arrival.
• Process reservations from the sales office and other hotel departments.
• Maintain knowledge of room types, their location, and layout.
• Process cancellations and modifications, promptly relaying this information to the front desk and guest as required.
• Understand and adhere to the hotel's policy on guaranteed reservations and no-shows; process advance deposits when necessary.
• Complete daily arrival checks and prepare the expected arrivals backup for front office use.
• Respond to guest inquiries and manage reservation requests efficiently.
• Maintain a professional appearance and ensure the workspace is tidy and organised at all times.
• Work towards achieving an 85% and above team success rate on test calls, maintaining high service standards.

Health and Safety

• Be aware of and comply with your Health & Safety responsibilities as outlined by the hotel's Health & Safety policy.
• Ensure compliance with all procedural health and safety requirements.
• Be fully conversant with and abide by all Fire, Health & Safety regulations, and attend relevant training sessions as required.

Qualifications and skills required

• Strong written and spoken English skills.
• High level of organizational skills.
• Previous experience in Opera is an advantage.
• Knowledge of Marriott MARSHA or EMPOWER systems is an advantage.
• Previous experience handling group reservations and rooming lists is an advantage.
• Previous switchboard or central guest-contact experience is an advantage.
• Ability to work in a team and meet service standards effectively.

Note: This description is not intended to establish a total definition of the job, but an outline of the duties

To find out more about us, check out our Instagram accounts @sterminshotel and @funloveenergy

You must be eligible to work in the UK to be considered for this role