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- Tasks: Provide top-notch phone support for guests and colleagues at a luxury resort.
- Company: Fairmont Cheshire, The Mere - a stunning luxury destination in Cheshire.
- Benefits: Exclusive discounts, competitive salary, 28 days holiday, and training opportunities.
- Why this job: Join a unique team and create unforgettable experiences for guests.
- Qualifications: Previous experience in hospitality or customer service preferred.
- Other info: Flexible hours and a chance to work with extraordinary people.
The predicted salary is between 24000 - 36000 ÂŁ per year.
Fairmont Cheshire, The Mere is one of the North West’s most distinguished luxury destinations. The resort is nestled in the heart of the Cheshire countryside and surrounded by a championship golf course, combining Fairmont’s world-renowned elegance with the warmth and character of its local heritage. It offers guests an indulgent escape featuring world-class spa experiences, exceptional dining, and outstanding leisure facilities. Whether visiting for relaxation, celebration, or business, Fairmont Cheshire, The Mere is dedicated to creating unforgettable moments and delivering the very best in 5-star luxury hospitality.
Your Purpose
To provide efficient, courteous and professional telephone communication for guests and colleagues by operating the hotel’s switchboard, managing internal and external calls, and supporting emergency and communication procedures to ensure a seamless guest experience at Fairmont Cheshire, The Mere.
Responsibilities
- Handle all incoming calls promptly, professionally and in accordance with brand standards.
- Direct calls to the appropriate departments or colleagues with accuracy and efficiency.
- Manage wake‑up calls, guest messages and voicemail services.
- Respond to guest enquiries with courtesy, product knowledge and a service‑focused approach.
- Monitor emergency lines and follow established procedures during fire alarms, medical incidents or security situations.
- Maintain accurate logs of calls, incidents and communication activity as required.
- Support internal communication between departments, ensuring messages are delivered promptly.
- Assist with lost‑and‑found enquiries, guest requests and service coordination.
- Ensure confidentiality and data protection standards are upheld at all times.
- Report system faults or technical issues to IT or management promptly.
- Maintain a calm, professional manner during high call volumes or emergency situations.
- Uphold hotel grooming standards and represent the brand with professionalism.
Qualifications
- Previous experience in a PBX, switchboard, reservations or front office role preferred.
- Strong verbal communication skills and a clear, professional telephone manner.
- Excellent listening skills and the ability to multitask under pressure.
- High level of accuracy and attention to detail.
- Strong organisational and administrative abilities.
- Ability to remain calm and composed in emergency or high‑stress situations.
- Familiarity with hotel systems (PMS, PBX, call‑logging software) is an advantage.
- Strong customer‑service mindset and ability to work well with all departments.
- Flexible availability, including evenings, weekends and holidays.
What is in it for you
- Exclusive Discounts: Fairmont Cheshire, The Mere, Spa and Golf discount; Fairmont, Raffles, and Accor Hotels (friends and family rates are included); 20% off food and beverage in on-site restaurants.
- Colleague restaurant.
- Being part of The Mere Team – our culture is unique!
- You will benefit from training and development opportunities.
- Competitive salary and benefits including pension.
- 28 days of holiday including public holidays.
- 1-5 days service award based on length of service.
- Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide.
- And last but not least you will get to work with a team of EXTRAORDINARY people.
Guest Services Call Agent in Knutsford employer: Fairmont Hotels & Resorts
Contact Detail:
Fairmont Hotels & Resorts Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Call Agent in Knutsford
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Fairmont Cheshire, The Mere. Understand their values, services, and what makes them stand out in luxury hospitality. This will help you tailor your responses and show that you're genuinely interested.
✨Tip Number 2
Practice your phone skills! Since the role is all about communication, try role-playing with a friend or family member. Focus on being clear, professional, and friendly over the phone. This will help you feel more confident when handling calls during the interview.
✨Tip Number 3
Show off your multitasking abilities! During the interview, share examples of how you've successfully managed multiple tasks at once, especially in high-pressure situations. This will demonstrate that you can handle the busy environment at Fairmont Cheshire.
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on our site. It’s the best way to ensure your application gets noticed and shows your enthusiasm for joining the Fairmont Cheshire team.
We think you need these skills to ace Guest Services Call Agent in Knutsford
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A touch of warmth and enthusiasm can make a big difference in how we perceive your fit for the role.
Tailor Your Application: Make sure to customise your application to match the job description. Highlight your relevant experience and skills that align with what we're looking for in a Guest Services Call Agent. This shows us that you've done your homework and are genuinely interested.
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate well-structured applications that are easy to read, so make sure your key points stand out!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application directly. Plus, it ensures you’re following the right process and gives you a chance to explore more about Fairmont Cheshire, The Mere.
How to prepare for a job interview at Fairmont Hotels & Resorts
✨Know the Brand Inside Out
Before your interview, take some time to research Fairmont Cheshire, The Mere. Understand their values, services, and what makes them stand out in luxury hospitality. This knowledge will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Practice Your Communication Skills
As a Guest Services Call Agent, strong verbal communication is key. Practise speaking clearly and professionally, perhaps with a friend or family member. You might even want to simulate a call scenario to get comfortable with handling inquiries and directing calls efficiently.
✨Stay Calm Under Pressure
Given the nature of the role, it's important to demonstrate your ability to remain composed during high-stress situations. Think of examples from your past experiences where you successfully managed pressure, and be ready to share these during the interview.
✨Showcase Your Customer Service Mindset
Prepare to discuss your approach to customer service. Think of specific instances where you went above and beyond for a guest or resolved a challenging situation. Highlighting your dedication to creating unforgettable moments will resonate well with the interviewers.
