Switchboard Operator

Iconic Hotels & Resorts; Greater London; Hybrid; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Paid training

Health cashback

50% off food and drinks

Discounted room rates

Volunteer day

Free meals on shift

Introduce a Friend bonus

Job summary

Strand Palace in central London is seeking a Switchboard Receptionist to be the friendly voice of the hotel, handling calls with warmth and efficiency while supporting guests. You will be the go-to for guest communications and assist with arrivals, departures, and inquiries to ensure a memorable stay.

The role emphasizes excellent guest service, strong communication, and knowledge of local attractions and promotions to enhance the guest experience.

Qualifications

• 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

Responsibilities

• Respond to guest communications promptly and professionally via calls, emails, live chat, wake-up calls, and emergencies.
• Manage the Guest Services Platform by opening, assigning, and monitoring cases, coordinating with departments to fulfill requests.
• Oversee the arrival queue in the PMS, ensure pre-arrival checks and billing instructions are accurate.
• Support the check-out process, including express departures and billing issue resolution.
• Maintain knowledge of hotel services, local attractions, and promotions to assist guests effectively.

Skills

Guest communications

Customer service

Confident conversationalist

Guest experience

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.