Hotel Switchboard Operator

The Cumberland

Contract: Flexible
Payment: Hourly
Salary: £13.00 per hour

The Cumberland draws inspiration from the capital’s love of contemporary music, with a harmonious fusion of comfort and service. In a prime position between Oxford Street and Marble Arch, yet just yards from the oasis of Hyde Park, it’s the perfect base for a rocking time in London. You’ll be close to famous shopping districts, museums and historic landmarks, while a London Underground station is just around the corner, making further exploration a breeze. With 1019 rooms, bars, a restaurant, meeting rooms and all-modern, accessible facilities, The Cumberland is the perfect destination for leisure and business travellers. Looking for an authentic music hotel experience? The Cumberland invites everyone to the best show in town!

What you’ll be doing

You’ll work mainly on the Reception desk, ensuring that every guest feels warmly welcomed and supported throughout their stay. While experience with Opera is a plus, what matters most is your dedication to creating memorable experiences. 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. Your proactive, calm approach will be essential in anticipating guest needs and resolving any queries with ease—even during busy times.

The key responsabilities are:

• Call Management: 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
• Guest Assistance: Provide guests with information regarding hotel services, amenities, room availability, and any special requests
• Communication Coordination: Maintain clear and efficient communication with all hotel departments (front desk, housekeeping, maintenance, etc.) to ensure the smooth operation of the hotel
• Message Handling: 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
• Troubleshooting: Address and resolve basic telecommunication issues (e.g., faulty connections, poor sound quality) or escalate them to technical support if necessary
• Customer Service: Provide outstanding service to guests, answering questions, resolving concerns, and making recommendations for services within the hotel
• Other Duties: Assist with administrative tasks as assigned, including filing, organizing, or other support functions related to guest services and operations

Our Front of House Team operates on a shift rota, so you’ll need to be comfortable working five days out of seven, with a mix of early and late shifts.

What you’ll bring

• A genuine passion for guest service and creating warm, personalized experiences
• Previous experience in a switchboard operator or telephone-based customer service role, preferably but no mandatory in a hotel or large facility environment
• Excellent verbal and written communication skills, with the ability to convey information clearly and courteously, especially in stressful situations
• The ability to remain calm and collected in a busy, guest-facing environment
• Familiarity with multi-line phone systems, switchboard equipment, and other communication tools. Ability to troubleshoot basic issues.
• A friendly, open personality that makes guests and team members feel valued
• Strong attention to detail and a proactive mindset in anticipating guest needs
• Willingness to work flexibly as part of a shift-based schedule

If you’re ready to bring your unique skills to a proud, passionate team dedicated to delivering exceptional hospitality, we’d love to hear from you!

What you’ll get in return

As well as all the things you'd expect from us, such as great staff areas to recharge in, wholesome meals on duty, pension and healthcare schemes, we’ll take care of you at every step of your journey so that you can take care of our guests.

In fact, we’re so committed to this that our ‘People Promise’ sets out how you can expect us to support you at every step of your application and your career with us. Whether that’s your career development and progression, your physical, mental or financial wellbeing, and recognising (and rewarding!) a job well done.

Career Development & Growth - We’re here to support your journey, whatever that may look like. Our award-winning Academy will help you navigate your tailored career pathway with the tools and development designed for you to grow and to unlock your unique potential.

Financial Wellbeing – You work hard, so we’ll always help your money work hard for you! Some of the great things you can take advantage of include:

• Wage Stream – You’ll be paid monthly, but have access to your earned salary before payday should you need it
• Discounts & Perks – Savings on 1000’s of retailers, dining, hotel stays, and much more for you and those close to you
• Refer a Friend – Earn up to £1000 when friends join our team
• Interest-Free Loans – Season ticket loans to make commuting easier

Mental & Physical Well-being - We’re here to support your well-being, whenever and wherever you need it.

• On-Site Mental Health First Aiders
• 24/7 Employee Assistance Line – Free, confidential advice
• Be Well Platform – Our Online fitness and wellness resources
• Gym Discounts & Cycle to Work Scheme

Recognition & Community – We’re proud of everything we achieve, so we always celebrate our extraordinary team and culture.

• ‘Wonderful People’ Awards – Monthly, quarterly, and annual recognition
• Social & Seasonal Events – Fun, inclusive celebrations
• People Council – A platform for every voice
• Paid Volunteering Days – Give back to causes close to you

At Clermont Hotel Group everyone is welcome. We are committed to having an inclusive and diverse workplace and strongly encourage people from all backgrounds, identities and experiences to apply for roles with us.