Resort Switchboard Operator

Rudding Park; Harrogate; On-site; GBP 40,000 - 60,000; Full time

Job summary

A luxury resort in Harrogate is seeking an enthusiastic Resort Switchboard Operator to be the first point of contact for guests. You will manage all incoming calls and assist with guest requests while ensuring seamless coordination between departments. Ideal candidates will have excellent communication skills, strong attention to detail, and a warm personality. This role offers competitive pay and multiple benefits including discounts, annual leave, and a supportive work environment.

Benefits

Enhanced pay for Evening and Weekends

Service Charge (Tronc) up to an additional £5,000 per year

Company sick pay for up to 4 weeks

50% off spa days and dining

Annual party and family fun days

Up to 30 days annual leave

Complimentary overnight stay after probation

FREE food and drink for team members

Investment in personal growth through training

Hospitality Rewards including Employee Assistance Programme

Local discounts on gym memberships

Complimentary counselling sessions

Wellbeing App with support features

Qualifications

• Previous experience in a similar role within hospitality is desirable.
• Competent computer literacy and familiarity with PMS systems (training provided if required).

Responsibilities

• Answer all incoming internal and external calls promptly and courteously.
• Provide a warm and professional greeting to all callers.
• Manage guest requests including wake-up calls and voicemail support.
• Accurately log messages and guest requests using the Property Management System.

Skills

Exceptional interpersonal and communication skills

Warm, engaging personality

Attention to detail and accuracy

Competent computer literacy

Ability to remain calm under pressure

Reliable and punctual

Flexible approach to working hours

Previous experience in hospitality

Job description

Overview

We are not just hiring - we are looking for personalities that light up a room!

We believe that the best part of our team is the energy, positivity, and genuine smiles we share with every guest and team members. If you've got any of the above, we want to hear from you. We are on the hunt for enthusiastic, positive, and energetic people who thrive on creating moments that guests will remember long after they leave.

Role Overview: As a Resort Switchboard Operator, you will be the first point of contact for guests and colleagues, delivering professional and courteous communication at all times. You will manage all incoming and outgoing calls, assist with guest requests, and ensure seamless coordination between departments to enhance the guest experience.

What We Are Looking For

• Exceptional interpersonal and communication skills.
• A warm, engaging personality with a genuine passion for guest service.
• Excellent attention to detail and accuracy in all aspects of work.
• Competent computer literacy and familiarity with PMS systems (training provided if required).
• Ability to remain calm, courteous, and efficient under pressure.
• Reliable, punctual, and professional with a strong work ethic.
• Flexible approach to working hours, including early mornings, evenings, weekends, and bank holidays.
• Previous experience in a similar role within hospitality is desirable.

Key Duties

• Answer all incoming internal and external calls promptly and courteously, following hotel service standards.
• Provide a warm and professional greeting to all callers, ensuring a positive first impression of the resort.
• Route calls accurately and efficiently to the correct department or guest room.
• Manage guest requests including wake-up calls, voicemail support, message delivery, and basic concierge enquiries.
• Provide information regarding resort amenities, facilities, and local attractions.
• Escalate urgent or complex guest matters to the relevant department or manager as appropriate.
• Support reception duties as and when required.

Key Responsibilities

• Monitor and respond to calls from emergency lines (fire alarms, emergency assistance, etc.) in accordance with hotel safety procedures.
• Maintain up-to-date knowledge of daily events, VIP arrivals, room changes, maintenance works, and staff movements.
• Ensure smooth communication and coordination between the Front Office, Housekeeping, Spa, Events, and other operational teams.
• Accurately log messages, wake-up calls, and guest requests using the Property Management System (PMS).
• Keep internal telephone directories and extension lists current and accurate.
• Provide administrative support to various teams, including Front Office, Housekeeping, Guest Relations, and the Duty Manager.
• Assist with wider business administration such as responding to guest feedback, updating profiles and systems, compiling the daily operations sheet, preparing VIP welcome cards, and gathering information for weekly operations meetings.
• Conduct booking and arrival checks across all resort areas to ensure readiness and guest satisfaction.

What We Can Offer You

• Enhanced pay for Evening and Weekends
• Service Charge (Tronc) earn up to an additional £5,000 per year
• Company sick pay for up to 4 weeks
• A range of discounts including 50% off spa days and dining, not to mention preferential room rates for employees and family (subject to availability of course)
• Annual party, family fun days, award dinners - we love to celebrate!
• Up to 30 days annual leave, increasing with length of service
• Complimentary overnight stay for you and a guest (including dinner, bed and breakfast with spa) when you complete a three month probation
• FREE food and drink; The Green Room is our team's dedicated space to chill out, when not on stage looking after our guests. You'll find a range of hot and cold food options with different areas to relax, catch up with your co-stars or watch TV.
• Investment in personal growth through Apprenticeship, Training Courses and Development Programmes with our own dedicated Learning and Development Manager
• Can’t wait until pay day? Wage Stream allows you to pay yourself when you need it!
• Hospitality Rewards include FREE Employee Assistance Programme from Day 1
• Local discounts on gym memberships
• Complimentary counselling sessions to support mental health
• Wellbeing App with a range of support such as podcasts, fitness videos, recipes
• AND MUCH MORE...

Core Values

Our Core Values shape our company culture and impact our business strategy. They help us create a purpose, improve team cohesion and create a sense of commitment in the workplace.

• Empathy — Caring and understanding about another person's perspective or circumstance
• Collaboration — Working as a team, listening and supporting each other to reach our collective goal
• Drive — The desire to achieve high standards at all times and keep going, no matter what challenges we encounter/face
• Trust — Honest, reliable and accountable do what we say we'll do
• Passion — A love for doing what we do, and doing it with positivity and enthusiasm

About Rudding Park

A privately-owned luxury hotel, Rudding Park has 90 bedrooms and suites, a destination spa, three restaurants and a kitchen garden, private cinema, two golf courses and meetings and events venue. Set in 300 acres of landscaped gardens and woodland, Rudding Park is one of the most beautiful Harrogate hotels. Rudding Park features the first Roof Top Spa in the UK and offers an extensive range hydrotherapy and thermal experiences. We offer an extensive range of treatments and guests can discover the Escape Zone - a peaceful and serene space to relax following a treatment. The Spa also offers an indoor swimming pool using natural waters from the grounds of Rudding Park, a Juniper Log Sauna, Rasul for traditional Moorish mud treatments, Retail Therapy, Hair Studio, Nail and Beauty Studio.