Location
London

Hours
Various shift patterns including night shifts as required

Salary
Negotiable, including service charge (circa £32,789)

About the Role
The Savoy is one of the world's most iconic hotels, renowned for outstanding service excellence since 1889. As a Switchboard Operator within the Guest Relations, Front of House team, you will play a key role in delivering an exceptional and seamless guest journey from pre-arrival through to post-stay. You will coordinate guest requests, facilitate clear communication across departments, and ensure all touchpoints reflect the highest level of care and attention. Supporting the Rooms Division, you will help create memorable and personalised experiences for our guests.

You will be responsible for managing all guest communication, both internal and external, ensuring requests and preferences are actioned promptly and effectively. Your role includes overseeing switchboard communications, supporting pre-arrival planning by coordinating with relevant departments, and contributing to a proactive guest recognition programme to ensure VIP guests receive bespoke service.

Key responsibilities include answering calls and guest enquiries promptly according to brand standards, demonstrating expert knowledge of communication and booking systems, handling hotel and food and beverage enquiries, managing reservations, assisting with in-room dining orders, upselling hotel amenities, and handling guest feedback with empathy and efficiency. You will also participate in ongoing innovation of guest relations to continuously improve the guest journey.

Experience
- Previous experience in guest complaint handling and delivering exceptional guest service
- Ability to multitask and problem solve in a fast-paced environment
- 1-3 years' experience in the luxury hospitality industry is desirable
- Previous experience in guest services and knowledge of switchboard operations is advantageous

About you
- Excellent verbal and written communication skills, able to engage effectively with people at all levels
- Proven organisational skills and ability to work independently
- Enthusiastic, positive, and able to build trusting relationships
- Keen eye for detail and flexibility to work various shifts including nights

Qualifications
- Knowledge of systems such as ALICE, Alliants, HOTSOS, Open Table, SilverWare, and OPERA is desirable but not essential
- A commitment to delivering the highest standards of guest service and a willingness to multi-skill as needed to meet guest and colleague needs