The Role
The Switchboard Operator serves as the first point of contact for all internal and external communications within the hotel. This role is responsible for efficiently managing a high volume of incoming calls, routing them to the appropriate departments or individuals, and ensuring smooth communication across the organization. The ideal candidate will possess excellent communication skills, remain calm under pressure, and provide exceptional customer service. The position is full time and requires working in a fast-paced environment with regular interaction with guests and staff as well as availability to work varying shifts, including evenings, weekends, and holidays, as required by the hotel’s operational needs.
What we look for
1. Answer incoming calls in a professional and timely manner. Route calls to the appropriate departments or personnel, ensuring that each call is handled promptly and correctly
2. Provide guests with information regarding hotel services, amenities, room availability, and any special requests
3. Maintain clear and efficient communication with all hotel departments (front desk, housekeeping, maintenance, etc.) to ensure the smooth operation of the hotel
4. Take accurate messages for guests and hotel staff, ensuring that messages are delivered promptly and with the appropriate level of confidentiality. Ensure all messages are clear and professional
5. Address and resolve basic telecommunication issues (e.g., faulty connections, poor sound quality) or escalate them to technical support if necessary
6. Provide outstanding service to guests, answering questions, resolving concerns, and making recommendations for services within the hotel
7. Assist with administrative tasks as assigned, including filing, organizing, or other support functions related to guest services and operations
8. Previous experience in a switchboard operator or telephone-based customer service role, preferably but no mandatory in a hotel or large facility environment
9. Excellent verbal and written communication skills
10. Ability to convey information clearly and courteously, especially in stressful situations
11. Strong dedication to providing outstanding guest service and ability to maintain a professional demeanor at all times
12. Familiarity with multi-line phone systems, switchboard equipment, and other communication tools and ability to troubleshoot basic issues
13. Excellent multitasking and organizational skills to manage a high volume of calls and guest requests efficiently
14. Ability to take accurate messages, follow through on requests, and ensure that all communications are properly routed
15. Ability to work closely with other departments to ensure seamless communication and operations within the hotel
What's in it for you?
16. Great development opportunities
17. Discounted rates on hotel rooms, food and drink across the Clermont Hotel Group
18. Interest free season ticket loans (conditions apply)
19. Access to a 24/7 Employee Assistance Program
20. Pension and Healthcare Schemes
21. Wagestream - get access to earned salary before payday
22. Paid volunteering days
23. Generous recommend a friend scheme
24. Apprenticeships and accredited qualifications up to Level 7 (Master's Degree equivalent)
25. Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
26. Great Recognition program
27. ...and many more!