Switchboard Operator, The Savoy Hotel

Job Title: Guest Services Coordinator

Department: Guest Relations, Front of House

Inspired and Supported by: Guest Relations Manager

Salary: 32,789 (including service charge)

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 facilitate 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 & contribution will be:

• Ensure all calls and guest enquiries are answered promptly and according to brand service standards.

• Demonstrate expert knowledge of all relevant systems in communication, booking, and guest experience platforms.

• Knowledgably answer all general hotel and food and beverage enquires whilst accurately placing Afternoon Tea, Bar and Restaurant reservations accordingly.

• Conduct 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.

• Assist in handling in-room dining orders, upselling when appropriate, and ensuring accuracy through the POS system.

• Participate in the ongoing innovation of guest relations, seeking opportunities to improve the guest journey.

• Actively contribute to up-selling and cross-selling the hotel’s amenities and experiences.

• Handle any guest feedback or concerns with empathy, efficiency, and a focus on resolution.

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 organizational 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, Alliants, HOTSOS, Open Table, SilverWare and OPERA.

• Previous experience in 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.

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:

• Savoy, 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 program

• Optician reimbursements, and local discounts for F&B and retail