Switchboard Agent

De Vere; Park Central; On-site; GBP 15,000 - 18,000; Full time

Job summary

A renowned hospitality company is seeking a Switchboard Agent to provide a warm and friendly telephone experience to guests. The ideal candidate will possess excellent customer service skills, a bubbly personality, and the ability to engage with guests positively. Responsibilities include managing calls and emails, assisting guests with inquiries, and promoting hotel services. Join a passionate team dedicated to creating exceptional guest experiences in a vibrant and welcoming environment.

Benefits

Employee discounts on food and beverage

Access to an exclusive benefits portal

Free meals on duty

Career development opportunities

Uniform provided

Qualifications

• Bubbly, warm nature and ability to make people feel at ease.
• Flexibility to work various shifts, including weekends.
• Previous experience in a similar role is desirable.

Responsibilities

• Answer all calls and emails promptly with a friendly greeting.
• Promote a positive attitude and assist guests with their needs.
• Manage booking platforms for accommodations and dining.

Skills

Customer service orientation

Friendly communication

Ability to listen and respond

Team player

Can-do attitude

Job description

Overview

As Switchboard Agent you will bring your personality and flair to provide a warm, friendly and generous telephone experience to our guests. The guest journey is paramount, so you'll know how to deliver fantastic experiences for our guests, time and time again.

Salary: £15,400 per annum

What the role will involve

• Answer all calls and emails promptly with a friendly & professional greeting, to create a Grand first impression, using the guest's name when possible
• Promote an always welcome “can do attitude” to the guest, and give full co-operation to any guest requiring assistance, forging great relationships
• Be fully conversant in all hotel services, local amenities, and be polite, courteous and helpful to guests at all times
• Actively listen and respond positively to guest questions, concerns, and requests using Grand processes to resolve issues, delight, and impress
• Follow the guest journey through bedroom, restaurant and bar reservations
• Manage booking platforms for accommodation & dining
• Promote opportunities to upsell packages, dining outlets and promotions
• Be the voice of The Grand

What you can bring to the role

• Bubbly, generous, warm and genuine nature, someone who can make people feel at ease
• Ability to confidently, clearly and politely pass information to all guests
• Promote a positive attitude and display the ability to ‘make things happen’
• Highly customer-service oriented
• Team Player
• “A can - do attitude”
• Fully flexible in approach to work and able to work shift patterns through weekdays and weekends
• Previous experience desirable
• “Be Yourself”

Employee benefits

• Competitive colleague and friend & family rates for overnight stays at the hotel
• 50% employee discounts on food and beverage at hotel outlets
• Access to our exclusive benefits portal with discounts on retail, travel and leisure activities
• Employee Referral scheme, with financial rewards for introducing a friend or family member
• Free meals on duty in our dining facilities
• Access to Hospitality Action, our Employee Assistance programme with 24/7 health and wellbeing support
• Rewards and recognition for living and breathing our company values
• Monthly employee recognition and rewards programme
• Regular team appreciation events, including employee parties throughout the year
• Career development opportunities, including access to apprenticeship programmes
• Use of Wagestream financial wellbeing platform for instant access to pay
• Uniform provided

Birmingham’s Grand Hotel on Colmore Row is housed in one of the city’s most iconic buildings.

This landmark Grade II* listed building has been brought back to life, combining beautifully restored classic and original Victorian features with modern service and style that complements a vibrant and diverse Birmingham in the 21st century.

The Grand Hotel features 185 bedrooms and extraordinary suites, a glamorous cocktail bar, a buzzing New York style restaurant, and eight magnificent meeting and event rooms - as well as the spectacular, Louis XIV-style Grand Ballroom.

We warmly welcome everyone and foster a sense of belonging, where each person is valued and appreciated. Join our team and become part of a passionate group of individuals who genuinely care about the experiences we create for our guests and colleagues.