Switchboard Operator in City of Westminster

To provide a "one stop shop" experience for our Guests, responding to each and every guest request politely, accurately and effectively in a timely manner. To enhance the Hotel's guest satisfaction scores through employing effective and swift responses. To provide a "can do" positive attitude, excelling in sharp and adaptive vocal communication. To ensure a thorough and up-to-date knowledge of guest services to encourage guests to use in the in-house facilities. To ensure all Revenue Capture policies and procedures are maintained at all times. To maintain a thorough and accurate log of all requests and resolution through the Guest Services Department.

Customer Relations

• To answer the telephone in a polite and efficient manner.
• To respond in a pro-active manner to guest feedback for positive and negative comments.
• To ensure personal presentation is of the highest standards at all times to project a professional image to clients.
• To ensure guests are provided with every service or facility they require during their stay and these are delivered to a consistent high level of service.
• To deal effectively with guest's complaints referring them to the appropriate Manager.

Operational Requirements

• To adhere to the requirements of the Data Protection Act at all times.
• Computerised and manual storage systems are maintained in line with the Hotel procedures.
• Operate telephone switchboard station in order to answer telephone calls externally and internally.
• Process guest requests for wake‑up calls, screening calls, and other requests related to placing or receiving telephone calls.
• Advise guests of any messages (e.g., voicemail, mail, faxes) received for them.
• Answer, record, and process all guest calls, requests, questions, complaints or concerns.
• Receive, record, and relay messages accurately, completely, and legibly.
• Log all guest requests or issues into Opera, contact appropriate individual or department (e.g., Housekeeping, Shift Engineer), and follow up with guest to ensure their request has been met to their satisfaction.
• Provide information to guests about room features, property amenities, and local areas of interest.
• Assist guests with accessing the internet and co‑ordinate with IT.

Acknowledge & Anticipate Guest Needs

• Acknowledge each and every guest with a friendly verbal greeting, using the guest's name when possible.
• Anticipate guests' service needs, including asking questions of guests to better understand their needs and listening to guest preferences and acting on them whenever possible.
• Address guests' service needs in a professional, positive, and timely manner.
• Assist other employees to ensure proper coverage and prompt guest service.
• Thank guests with genuine appreciation and provide a fond interaction.
• Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
• Speak to guests and co‑workers using clear, appropriate and professional language.
• To carry our guests' requests as appropriate.

Telephone Etiquette & Internal Communication

• Answer telephones using appropriate etiquette including answering the phone within 3 rings where possible, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
• Talk with and listen to other employees to effectively exchange information.
• Exchange information with other employees using electronic devices (e.g., two‑way radios, email).
• Coordinate tasks and work with other departments to ensure that the department runs efficiently.
• Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.
• To make any emergency calls as per hotel procedures.
• Develop and maintain positive and productive working relationships with other employees and departments.
• Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Teamwork & Support

• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Support all co‑workers and treat them with dignity and respect.
• To carry out any administrative tasks as requested by the Manager.
• To conduct any research with other Hotels as requested.
• To follow the shift procedures determined by the Reception Manager.
• To adhere to all Health and Safety Requirements as required by the Hotel.

Key Performance Indicators & Customer Feedback

• Customer Feedback Shift procedures 1:1 with Manager.