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- Tasks: Handle calls, manage guest requests, and ensure top-notch service.
- Company: Join a dynamic hotel team known for its unique culture.
- Benefits: Enjoy exclusive discounts, competitive salary, and 28 days holiday.
- Why this job: Be part of an extraordinary team and make guests feel welcome.
- Qualifications: Strong communication skills and a customer-service mindset are essential.
- Other info: Flexible roles with opportunities for training and development.
The predicted salary is between 24000 - 36000 £ per year.
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.
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.
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.
Additional Information
- 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.
- 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
Contact Detail:
FAIRMONT Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Call Agent in Knutsford
✨Tip Number 1
First things first, practice your phone skills! Since you'll be handling calls all day, get comfortable with a friendly and professional tone. Maybe even role-play with a mate to nail that clear communication style.
✨Tip Number 2
Know your stuff! Brush up on the hotel’s services and policies so you can answer guest queries confidently. The more knowledgeable you are, the better you’ll handle those tricky questions!
✨Tip Number 3
Stay calm under pressure! High call volumes can be stressful, but remember to breathe and take it one call at a time. Practising mindfulness techniques can really help keep your cool when things heat up.
✨Tip Number 4
Finally, don’t forget to apply through our website! It’s the best way to show us you’re serious about joining our team. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Guest Services Call Agent in Knutsford
Some tips for your application 🫡
Show Off Your Communication Skills: Since the role is all about handling calls and guest enquiries, make sure your application highlights your strong verbal communication skills. Use clear and professional language to demonstrate that you can represent our brand effectively.
Be Detail-Oriented: Attention to detail is key in this role. When writing your application, mention any previous experience where you had to manage logs or handle multiple tasks accurately. This will show us that you can keep things organised under pressure.
Share Your Customer Service Mindset: We love candidates who have a strong customer-service mindset. In your application, share examples of how you've gone above and beyond for guests or customers in the past. This will help us see your dedication to providing excellent service.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us that you’re keen on joining our team!
How to prepare for a job interview at FAIRMONT
✨Know Your Stuff
Familiarise yourself with the hotel’s services and systems, especially anything related to PBX and call-logging software. This will not only show your interest but also help you answer questions confidently.
✨Practice Your Phone Etiquette
Since this role is all about handling calls, practice your telephone manner. Record yourself answering common guest queries and listen back to ensure you sound professional and courteous.
✨Stay Calm Under Pressure
Prepare for scenarios where you might need to handle emergencies or high call volumes. Think of examples from your past experience where you managed stress effectively and be ready to share them.
✨Show Your Team Spirit
This job requires collaboration across departments, so be ready to discuss how you’ve worked well in teams before. Highlight your flexibility and willingness to take on different tasks to support your colleagues.
