Switchboard Operator, The Savoy Hotel in City of Westminster

Your purpose will be: To deliver an exceptional and seamless guest journey from pre‑arrival through to post‑stay by coordinating guest requests, facilitating clear communication across departments, and ensuring all touchpoints reflect the highest level of care and attention. You will play a key role in supporting Rooms Division in creating memorable and personalised experiences.

You will be accountable for:

• Managing guest communication, both internal and external, to ensure requests and preferences are actioned in a timely and effective manner.
• Supporting pre‑arrival planning by coordinating with relevant departments and ensuring all guest information is updated and communicated clearly.
• Overseeing all switchboard‑related communications to ensure timely and professional service.
• Supporting the smooth flow of information between teams and facilitating seamless communication across departments to anticipate and fulfil guest needs.
• Contributing to a proactive guest recognition programme and ensuring VIP guests receive bespoke and thoughtful service.

Your key responsibilities and contributions will be:

• Ensuring all calls and guest enquiries are answered promptly and according to brand service standards.
• Demonstrating expert knowledge of all relevant systems in communication, booking, and guest experience platforms.
• Knowledgeably answering all general hotel and food and beverage enquiries while accurately placing Afternoon Tea, Bar and Restaurant reservations accordingly.
• Conducting full pre‑arrival preparation for guests, including advance contact, reviewing and updating guest profiles and systems, coordinating itineraries, and clearly communicating all relevant details such as special preferences or occasions with the appropriate teams.
• Assisting in handling in‑room dining orders, upselling when appropriate, and ensuring accuracy through the POS system.
• Participating in the ongoing innovation of guest relations, seeking opportunities to improve the guest journey.
• Actively contributing to up‑selling and cross‑selling the hotel’s amenities and experiences.
• Handling any guest feedback or concerns with empathy, efficiency, and a focus on resolution.

Qualifications What you will need to do this role:

Essential

• Excellent communication skills, both verbal and written, with the ability to communicate effectively with people of all levels.
• Proven organisational skills and able to work independently.
• Enthusiastic and positive with the ability to build trusting relationships.
• Previous experience of guest complaint handling and going the extra mile to meet guest needs.
• Ability to multi‑task and problem‑solve in a fast paced environment.
• Keen eye for detail.
• Flexibility to work various shift patterns, including night shifts when required.

Desirable

• Knowledge of any or all of switchboard operations, ALICE, Alliant, HOTSOS, Open Table, SilverWare and OPERA.
• Previous experience in a guest services role.
• 1‑3 years’ experience in the Luxury Hospitality Industry.

Please note that we believe in flexibility and multi‑skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.

Additional Information What’s in it for you?

• Competitive salary, pension, and life assurance.
• 31‑33 days of holiday (including public holidays).
• Cashback for wellbeing/healthcare expenses & Perkbox.
• Exclusive discounts: Savor, Fairmont, Raffles, and Accor hotels (friends & family rates included).
• 50% off at American & Beaufort Bars, Afternoon Tea, spa, florist, and select Gordon Ramsay restaurants.
• 20% off at other Gordon Ramsay restaurants and Restaurant 1890.
• Free stay at The Savoy after probation.
• Colleague restaurant, interfaith prayer room and wellness room.
• Laundry services for all colleagues.
• Gym access, cycle‑to‑work scheme and Virgin Active membership discount.
• Season ticket loan for commuting.
• Employee assistance programme.
• Optician reimbursements and local discounts for F&B and retail.