IHG Night Switchboard Agent in United States

Night Switchboard Agent

Job Number EMEAA02692

Hotel Brand:

Europe, Middle East, Asia & Africa - - -


About us

Kimpton enchants our guests through a mix of boutique destinations bound together by warm, genuine service, superlative style, distinctive perks, and addictive industry irreverence. Kimpton Fitzroy London has 334 beautifully designed guest rooms and suites complete with its own unique Restaurants & Bars. Kimpton Fitzroy London is the European Flagship for the group and is proud to be part of the IHG family. IHG, with over 5000 Hotels around the world, has an exceptional approach to hospitality with world-class training and development opportunities and a significant focus on internal promotion including opportunities for international transfers.

Our mission is to be the best-loved hospitality company.

Your day to day

The Everything Else Line is our version of a Switchboard. From their room, guests will only need to dial one number on our Iconic red telephone and you will answer and be able to assist them without having to transfer them to other departments. You will be able to recommend your favourite dish from our Hotel Restaurants, arrange the delivery of extra pillows and be able to answer questions about the local area.

As a Everything Else Agent, your role will include:

  • Responsible for the efficient running of the nightly Everything Else operation

  • Provide a warm welcome to all guests over the phone

  • Answer both internal and external calls, assisting and directing call as needed

  • Support the wider Front Office Night team

  • Answering phone calls according to brand standard, including answering the phone within three rings, answering with a smile, using the caller’s name when known

  • Actively listen and respond to guest questions and requests

  • Anticipate guests’ needs, ask questions to understand their needs and capture guest preferences, acting on them when possible.

  • Speak to guests and other departments in a clear and professional manner

  • Liaise with all departments to ensure guest requests are delivered in a timely manner

  • Handle guest complaints and take ownership of the situation. Ensuring appropriate follow up is actioned.

What we need from you

  • Previous supervisory experience in a dynamic and exceptional level of guest service role, preferable in a luxury 4 or 5-star hotel

  • Excellent attention to detail and computer skills

  • Anticipate guest needs and surpass expectations to enhance the guest experience

  • Have a distinctive blend of confidence and personality to help give our guests an unforgettable experience

  • Be capable of making Intuitive decisions in favour of the guest and maintain the highest standards of service

  • Have a naturally Warm and Generous personality

  • Knowledge of Opera and Micros

  • Excellent communication skills

  • High level of IT proficiency

What we offer

  • 28 days holiday each year, including bank holidays, this increases annually up to a maximum of 33 days

  • Excellent employee recognition programmes

  • Discounted international room rates for yourself, family and friends

  • Refer a friend bonus

  • Vast range of learning and development programmes

  • Opportunities for promotion and transfer across the group

  • Meals whilst on duty

  • Uniform provided