Switchboard Operator

Strand Palace Hotel; City of Westminster; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Clear career pathways

Health cashback plan

50% off food and drinks

Exclusive discounted room rates

Discounts at hotels worldwide

Wagestream wage access

Free meals on shifts

Introduce a Friend bonus

Free laundry and dry cleaning

Birthday half-day off

Team socials

Volunteering day

Confidential support services

Northbank Privilege Card

Job summary

Strand Palace Hotel in central London is seeking a friendly Switchboard Receptionist to handle calls and guest inquiries with warmth and efficiency, supporting guests and colleagues to deliver memorable service. You will manage the Guest Services Platform, assist with arrivals and departures, and stay informed about hotel services and local attractions to enhance the guest experience.

The role offers paid training, career development, and a range of staff perks, including food and drink

Qualifications

• Strong customer service skills and a positive attitude.
• Clear and professional communication with guests and colleagues.
• Ability to manage multiple guest requests with composure and efficiency.

Responsibilities

• Respond promptly and professionally to guest communications (phone, email, live chat, wake-up calls).
• Manage the Guest Services Platform: open, assign, monitor cases and coordinate with departments.
• Oversee the arrival queue in the PMS and ensure pre-arrival checks and billing instructions are accurate.
• Support the check-out process and resolve billing issues following procedures.
• Maintain excellent knowledge of hotel services and local attractions to assist guests.

Skills

Customer service

Communication

Guest relations

Team player

Job description

Develop your career at Strand Palace - Great Place to Work

Join our team at Strand Palace, located in the heart of central London. We are looking for a Switchboard Receptionist to be the friendly voice of our hotel, handling calls with warmth and efficiency while supporting guests. Help us bring our mission of 'Serving London Love' to life!

Benefits of Working at Strand Palace

Working at Strand Palace comes with a range of perks designed to support your growth, well-being, and enjoyment at work. When you join our team, you'll enjoy:

• Clear career pathwayswith paid training, development courses, and apprenticeship opportunities to help you grow and succeed
• Health cashback planfor dental, vision, physiotherapy, and many other expenses
• 50% off food and drinksin our hotel bar and restaurant - for you and your friends, and family
• Exclusive discounted room ratesat Strand Palace for you and your loved ones
• Special discounts at hotels around the world, including the Iconic Hotels & Resorts collection
• Instant access to your wagesthrough Wagestream - no more waiting for payday!
• Free meals on every shift - breakfast, lunch, and dinner included
• Earn up to £300 with our 'Introduce a Friend' bonus schemewhen you refer someone great
• Free laundry and dry cleaning - saving you time and money
• Enjoy a paid half-day off on your birthday - because you deserve to celebrate!
• Regular team socials and parties, including fun nights out at London activity bars - with free food, drinks, and great company
• A paid volunteering dayeach year to support a cause close to your heart
• 24/7 access to confidential support services, including counselling, legal advice, and financial guidance.
• Northbank Privilege Card - giving you discounts at local shops, restaurants, and attractions.

Key Responsibilities

• Respond promptly and professionally to guest communications, including phone calls, emails, live chat, wake-up calls, and emergency phones, in line with Strand Palace standards.
• Manage the Guest Services Platform by opening, assigning, and monitoring cases, and coordinating with relevant departments to ensure all guest requests are fulfilled.
• Oversee the arrival queue in the PMS, ensuring all queued arrivals are actioned before arrival time and that pre-arrival checks and billing instructions are accurate.
• Support the check-out process, including express departures and billing issue resolution, ensuring compliance with financial procedures.
• Maintain excellent knowledge of hotel services, local attractions, and promotions, to assist guests effectively and enhance their London experience.

What We’re Looking For

• The drive to go above and beyond to create unforgettable guest experiences.
• Previous experience preferable
• Confident conversationalist, always engaging with guests
• Passion to deliver excellent experiences

Join a Great Place to Work - Welcome to Strand Palace

Strand Palace has proudly earned the Great Place to Work certification, and for good reason. We're more than just a hotel - we're a team that values connection, quality, and a little fun along the way. Our culture thrives on exceptional service, genuine interactions, and a shared passion for hospitality.

We describe ourselves as confident, creative, and personable - if that sounds like you, we think you'll fit right in. At Strand Palace, you'll join a friendly community. From themed staff lunches and charity walks to Executive Team breakfast service and monthly Town Hall events, we host a wide range of well-being activities that help our teams connect, recharge, and celebrate achievements across the hotel.

We're also proud to be leaders in sustainability and social impact. Strand Palace has been awarded the Green Key for two consecutive years and is part of the FuturePlus programme - a commitment to creating a positive impact across environmental sustainability, social responsibility, diversity and inclusion, and climate action.

Come be part of something meaningful.

Join us at Strand Palace - where your personality and purpose can shine.