IHG Night Switchboard Agent in United States
Night Switchboard Agent
Job Number EMEAA02692
Europe, Middle East, Asia & Africa - - -
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