Switchboard Operator

Rocco Forte Hotels; City of Edinburgh; On-site; GBP 30,000 - 37,000; Full time

Benefits offered by this job

Discounted hotel rates

Meals on duty

Uniform laundry

Social activities

Recognition programs

Annual awards

Pension scheme

Food & beverage discount

Spa discount

Spa product discount

Cycle to work

Local retailer discounts

Employee assistance

Job summary

The Balmoral, part of Rocco Forte Hotels Group, is seeking a Switchboard Operator to deliver exemplary telephone service in Edinburgh. You will liaise across departments to ensure guest care meets the highest standards and act as an ambassador for the hotel from first contact.

Ideal candidates possess excellent communication and a warm telephone manner, with a strong attention to detail and experience in luxury service. Flexible shifts including weekends are required.

Qualifications

• Excellent communication skills with guests and colleagues.
• Warm and engaging telephone manner.
• Strong attention to detail in a fast-paced luxury environment.
• Experience in a luxury service environment is preferred.
• Understanding of 5-star hospitality standards.
• Able to work flexible shifts including weekends.

Responsibilities

• Provide prompt, efficient, and personable telephone service across the hotel.
• Liaise with all departments to maintain highest guest care standards.
• Answer incoming calls, place outgoing calls, operate the telephone system, and manage wake-up calls.
• Be fully aware of hotel promotions and standards, and trained on relevant procedures.
• Ensure guests receive top-tier service from first contact and act as an ambassador for the hotel.

Skills

Excellent communication

Telephone etiquette

Internal communication

Attention to detail

Customer service

Luxury hospitality experience

Flexibility

Job description

Our hotel

The Balmoral is located at Edinburgh’s most prestigious address, No. 1 Princes Street, where the Old Town stops and the New Town begins. Our hotel’s majestic clock defines the city’s skyline and since the day we opened in 1902, it has run three minutes fast to ensure our guests will never miss their train.

Your key responsibilities

Rocco Forte Hotels are a collection of iconic hotels that respects the individuality of location and its team members, encouraging them to be their natural selves while providing a local, authentic experience to our guests.

Do you have an exceptional telephone manner? Highly honed people and administrative skills? A commitment to providing the highest levels of service?
As a valued part of the Forte family, you will:

• Facilitate prompt, efficient, and personable telephone service across the hotel
• Liaise with all departments to ensure we offer the highest standards of guest care and service at all times.
• Answer incoming and place outgoing calls, make operator-assisted calls for guests, operate the telephone system, record and set all guest wake-up calls, and ensure that lines are opened, closed, and charged each day correctly
• Be fully aware of all hotel promotions and functions, and fully trained on relevant standards
• Ensure our guests receive the highest standards of service from their very first interaction
• Be a key ambassador for the hotel

Who we are looking for

We are seeking enthusiastic and dedicated individuals who are passionate about celebrating the individuality of our hotels and guests.

We are looking for team members who bring:

• Excellent communication skills
• Facilitate effective internal and external communication
• Strong attention to detail
• Warm and engaging telephone manner
• Pride in providing a seamless and professional experience for every caller
• Previous experience from within a luxury service environment is preferred
• Have an excellent understanding of the 5 star hospitality industry
• Ability to work flexible shifts including weekends

Why work with us

Being part of Rocco Forte Hotels means engaging in a career where passion and dedication are recognised and rewarded, making it an ideal place for those seeking growth and excellence in the hospitality industry.
Working with us provides access to the following perks:

• Discounted rates across our collection of iconic hotels
• Extensive learning and development opportunities
• Meals on duty, laundry of uniforms
• Social activities and events
• Recognition programs
• Annual awards
• Occupational Pension Scheme
• 50% discount on food and beverages
• 25% discount on Spa Treatments
• 20% discount on Health Spa products
• Cycle to Work Scheme
• Local Retailer Discounts
• Employee Assistance Programme

The expected salary package of our Switchboard Operator is £33,364 gross per annum (salary plus discretionary service charge)