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Switchboard Operator
Summary
Switchboard Operator
| Salary | To be discussed |
| Schedule | Full Time |
| Experience | Minimum 1 year of experience |
| Location | Lancaster Terrace, London W2, UK |
| Category | Hotel |
| Cuisine | British |
Switchboard Operator
Description
JOB TITLE: Switchboard Operator
DEPARTMENT: Front of house
RESPONSIBLE TO: Guest Relations Manager, Front of House Manager
--------------------------------------------------------------------------------------------------------------------------------
Job scope
To provide an efficient and polite telecommunications service to AA & LQA standards for our guests and internal customers.
Company Behaviors
Whilst working at Lancaster London you are required to demonstrate understanding of our company behaviors at all times.
These are:
Continuous Improvement, Problem Solving, Commitment to Excellence, Integrity, Positive Attitude, Communication, Self Development, Contributes Ideas, Team Work & Role Model. For more information please consult the Company Behaviors Dictionary.
A summary of your general tasks is listed below. You are asked to bring the behaviors mentioned above to all the tasks that are listed below. Please note that this list is not exhaustive and you may at sometimes be required to complete tasks not on this list.
Key Duties and Responsibilities
• To answer the phones within the departmental Standards
• To help the guests with prints, phone calls, internet, fax as per the Departmental standards and communicate effectively with Front of House to ensure the prompt delivery.
• To carry out telephone cleaning duties on a regular basis as required.
• As per Rota, to monitor and control the loan of DECTs and other communication devices to the required standard.
• To deal with number of safety tasks- silence and report fire alarms and pre alarms according to departmental standards; call hotels doctor, call emergency services as requested per Duty manager.
• To support the Duty Manager in enforcing Terror Threat Level measures, Business Continuation matters and Lock Down measures.
• To install phones in function rooms when and as requested
• To ensure the highest standards of security are stringently adhered to at all times with regard to guests’ property, colleagues’ property and hotel property.
• To ensure that all financial transactions are carried out strictly in line with the hotel’s stringent compliance regulations at all times.
• To comply with and to ensure that all Safe Systems of Works (SSOW) are adhered to at all times within the department and the hotel.
• To meet standards of punctuality and attendance.
• When giving out the ad-hock information to the guest never give out a wrong information
• To maintain confidentiality of customers and colleagues at all times.
• To process all guest queries (in different forms- e-mail, calls) and to contact and inform, in a clear and concise manner, the appropriate departments where specific problems or enquiries have arisen.
• To contact the Duty Manager in the absence of heads of department where specific difficulties arise.
• To adhere to phraseology and call answering directives to the required standard.
• To be prepared for and to attend one to one’s on a regular basis.
• To attend all training and take an active role in developing the department and yourself
• To actively seek constructive feedback for personal development and self-improvement.
• To constantly review working processes and to offer relevant suggestions to supervisor or Manager in a timely manner in an ongoing aim to improve all guest services.
• To attend department and hotel meetings as required.
• To support all Front of House teams to the required standard, as and when required.
• To assist in thorough training of new colleagues and to deliver cross training as and when instructed by a supervisor or manager
• To assist in accurate and reliable regular department Health and Safety inspections.
• To read the Handover and Shift logs at the commencement of each shift and to complete entries as appropriate according to the departmental procedure.
• To regularly review and update the internal telephone directory and Opera Telephone Directory
• To be familiar and up to date with hotels offers (special packages, restaurants, services)
• To help increasing revenue for hotels restaurants.
• To foster a positive, approachable and reliable image for the department amongst the workforce through personal behavior and prompt response to employee requirements.
• To work at achieving and maintaining the department’s and hotel’s AA and LQA Standards.
• To flag any high cost calls to the Front of House Management as per policy
• To support the Guest Relations and Front Office team with administrative duties as and when requested by Supervisors or Managers
• To perform the security checks on guests checking into Basil street Apartments
• To be the first point of contact for all matters relating to Basil street and carry out troubleshooting or forward to the relevant department or Manager to action
• To be available for duty as per the rota business requirements.
• Wake up call handling
• Keeping working tidy
• Replenishing stationary
• To record all equipment faults (internet, voice mail, status PC, printer, phone lines, cabling) and contact the appropriate supplier in a timely manner in order to rectify the faults.
• To rectify telephone faults
Miscellaneous
To carry out any reasonable request made by management.
To be fully conversant with:
The Hotel Fire Procedures
The Hotel & Company Security Procedures
The Hotel Health & Safety Policy & Procedures
The Departmental Standard Operating Procedures
DEPARTMENT: Front of house
RESPONSIBLE TO: Guest Relations Manager, Front of House Manager
--------------------------------------------------------------------------------------------------------------------------------
Job scope
To provide an efficient and polite telecommunications service to AA & LQA standards for our guests and internal customers.
Company Behaviors
Whilst working at Lancaster London you are required to demonstrate understanding of our company behaviors at all times.
These are:
Continuous Improvement, Problem Solving, Commitment to Excellence, Integrity, Positive Attitude, Communication, Self Development, Contributes Ideas, Team Work & Role Model. For more information please consult the Company Behaviors Dictionary.
A summary of your general tasks is listed below. You are asked to bring the behaviors mentioned above to all the tasks that are listed below. Please note that this list is not exhaustive and you may at sometimes be required to complete tasks not on this list.
Key Duties and Responsibilities
• To answer the phones within the departmental Standards
• To help the guests with prints, phone calls, internet, fax as per the Departmental standards and communicate effectively with Front of House to ensure the prompt delivery.
• To carry out telephone cleaning duties on a regular basis as required.
• As per Rota, to monitor and control the loan of DECTs and other communication devices to the required standard.
• To deal with number of safety tasks- silence and report fire alarms and pre alarms according to departmental standards; call hotels doctor, call emergency services as requested per Duty manager.
• To support the Duty Manager in enforcing Terror Threat Level measures, Business Continuation matters and Lock Down measures.
• To install phones in function rooms when and as requested
• To ensure the highest standards of security are stringently adhered to at all times with regard to guests’ property, colleagues’ property and hotel property.
• To ensure that all financial transactions are carried out strictly in line with the hotel’s stringent compliance regulations at all times.
• To comply with and to ensure that all Safe Systems of Works (SSOW) are adhered to at all times within the department and the hotel.
• To meet standards of punctuality and attendance.
• When giving out the ad-hock information to the guest never give out a wrong information
• To maintain confidentiality of customers and colleagues at all times.
• To process all guest queries (in different forms- e-mail, calls) and to contact and inform, in a clear and concise manner, the appropriate departments where specific problems or enquiries have arisen.
• To contact the Duty Manager in the absence of heads of department where specific difficulties arise.
• To adhere to phraseology and call answering directives to the required standard.
• To be prepared for and to attend one to one’s on a regular basis.
• To attend all training and take an active role in developing the department and yourself
• To actively seek constructive feedback for personal development and self-improvement.
• To constantly review working processes and to offer relevant suggestions to supervisor or Manager in a timely manner in an ongoing aim to improve all guest services.
• To attend department and hotel meetings as required.
• To support all Front of House teams to the required standard, as and when required.
• To assist in thorough training of new colleagues and to deliver cross training as and when instructed by a supervisor or manager
• To assist in accurate and reliable regular department Health and Safety inspections.
• To read the Handover and Shift logs at the commencement of each shift and to complete entries as appropriate according to the departmental procedure.
• To regularly review and update the internal telephone directory and Opera Telephone Directory
• To be familiar and up to date with hotels offers (special packages, restaurants, services)
• To help increasing revenue for hotels restaurants.
• To foster a positive, approachable and reliable image for the department amongst the workforce through personal behavior and prompt response to employee requirements.
• To work at achieving and maintaining the department’s and hotel’s AA and LQA Standards.
• To flag any high cost calls to the Front of House Management as per policy
• To support the Guest Relations and Front Office team with administrative duties as and when requested by Supervisors or Managers
• To perform the security checks on guests checking into Basil street Apartments
• To be the first point of contact for all matters relating to Basil street and carry out troubleshooting or forward to the relevant department or Manager to action
• To be available for duty as per the rota business requirements.
• Wake up call handling
• Keeping working tidy
• Replenishing stationary
• To record all equipment faults (internet, voice mail, status PC, printer, phone lines, cabling) and contact the appropriate supplier in a timely manner in order to rectify the faults.
• To rectify telephone faults
Miscellaneous
To carry out any reasonable request made by management.
To be fully conversant with:
The Hotel Fire Procedures
The Hotel & Company Security Procedures
The Hotel Health & Safety Policy & Procedures
The Departmental Standard Operating Procedures
JOB TITLE: Switchboard Operator
DEPARTMENT: Front of house
RESPONSIBLE TO: Guest Relations Manager, Front of House Manager
--------------------------------------------------------------------------------------------------------------------------------
Job scope
To provide an efficient and polite telecommunications service to AA & LQA standards for our guests and internal customers.
Company Behaviors
Whilst working at Lancaster London you are required to demonstrate understanding of our company behaviors at all times.
These are:
Continuous Improvement, Problem Solving, Commitment to Excellence, Integrity, Positive Attitude, Communication, Self Development, Contributes Ideas, Team Work & Role Model. For more information please consult the Company Behaviors Dictionary.
A summary of your general tasks is listed below. You are asked to bring the behaviors mentioned above to all the tasks that are listed below. Please note that this list is not exhaustive and you may at sometimes be required to complete tasks not on this list.
Key Duties and Responsibilities
• To answer the phones within the departmental Standards
• To help the guests with prints, phone calls, internet, fax as per the Departmental standards and communicate effectively with Front of House to ensure the prompt delivery.
• To carry out telephone cleaning duties on a regular basis as required.
• As per Rota, to monitor and control the loan of DECTs and other communication devices to the required standard.
• To deal with number of safety tasks- silence and report fire alarms and pre alarms according to departmental standards; call hotels doctor, call emergency services as requested per Duty manager.
• To support the Duty Manager in enforcing Terror Threat Level measures, Business Continuation matters and Lock Down measures.
• To install phones in function rooms when and as requested
• To ensure the highest standards of security are stringently adhered to at all times with regard to guests’ property, colleagues’ property and hotel property.
• To ensure that all financial transactions are carried out strictly in line with the hotel’s stringent compliance regulations at all times.
• To comply with and to ensure that all Safe Systems of Works (SSOW) are adhered to at all times within the department and the hotel.
• To meet standards of punctuality and attendance.
• When giving out the ad-hock information to the guest never give out a wrong information
• To maintain confidentiality of customers and colleagues at all times.
• To process all guest queries (in different forms- e-mail, calls) and to contact and inform, in a clear and concise manner, the appropriate departments where specific problems or enquiries have arisen.
• To contact the Duty Manager in the absence of heads of department where specific difficulties arise.
• To adhere to phraseology and call answering directives to the required standard.
• To be prepared for and to attend one to one’s on a regular basis.
• To attend all training and take an active role in developing the department and yourself
• To actively seek constructive feedback for personal development and self-improvement.
• To constantly review working processes and to offer relevant suggestions to supervisor or Manager in a timely manner in an ongoing aim to improve all guest services.
• To attend department and hotel meetings as required.
• To support all Front of House teams to the required standard, as and when required.
• To assist in thorough training of new colleagues and to deliver cross training as and when instructed by a supervisor or manager
• To assist in accurate and reliable regular department Health and Safety inspections.
• To read the Handover and Shift logs at the commencement of each shift and to complete entries as appropriate according to the departmental procedure.
• To regularly review and update the internal telephone directory and Opera Telephone Directory
• To be familiar and up to date with hotels offers (special packages, restaurants, services)
• To help increasing revenue for hotels restaurants.
• To foster a positive, approachable and reliable image for the department amongst the workforce through personal behavior and prompt response to employee requirements.
• To work at achieving and maintaining the department’s and hotel’s AA and LQA Standards.
• To flag any high cost calls to the Front of House Management as per policy
• To support the Guest Relations and Front Office team with administrative duties as and when requested by Supervisors or Managers
• To perform the security checks on guests checking into Basil street Apartments
• To be the first point of contact for all matters relating to Basil street and carry out troubleshooting or forward to the relevant department or Manager to action
• To be available for duty as per the rota business requirements.
• Wake up call handling
• Keeping working tidy
• Replenishing stationary
• To record all equipment faults (internet, voice mail, status PC, printer, phone lines, cabling) and contact the appropriate supplier in a timely manner in order to rectify the faults.
• To rectify telephone faults
Miscellaneous
To carry out any reasonable request made by management.
To be fully conversant with:
The Hotel Fire Procedures
The Hotel & Company Security Procedures
The Hotel Health & Safety Policy & Procedures
The Departmental Standard Operating Procedures
DEPARTMENT: Front of house
RESPONSIBLE TO: Guest Relations Manager, Front of House Manager
--------------------------------------------------------------------------------------------------------------------------------
Job scope
To provide an efficient and polite telecommunications service to AA & LQA standards for our guests and internal customers.
Company Behaviors
Whilst working at Lancaster London you are required to demonstrate understanding of our company behaviors at all times.
These are:
Continuous Improvement, Problem Solving, Commitment to Excellence, Integrity, Positive Attitude, Communication, Self Development, Contributes Ideas, Team Work & Role Model. For more information please consult the Company Behaviors Dictionary.
A summary of your general tasks is listed below. You are asked to bring the behaviors mentioned above to all the tasks that are listed below. Please note that this list is not exhaustive and you may at sometimes be required to complete tasks not on this list.
Key Duties and Responsibilities
• To answer the phones within the departmental Standards
• To help the guests with prints, phone calls, internet, fax as per the Departmental standards and communicate effectively with Front of House to ensure the prompt delivery.
• To carry out telephone cleaning duties on a regular basis as required.
• As per Rota, to monitor and control the loan of DECTs and other communication devices to the required standard.
• To deal with number of safety tasks- silence and report fire alarms and pre alarms according to departmental standards; call hotels doctor, call emergency services as requested per Duty manager.
• To support the Duty Manager in enforcing Terror Threat Level measures, Business Continuation matters and Lock Down measures.
• To install phones in function rooms when and as requested
• To ensure the highest standards of security are stringently adhered to at all times with regard to guests’ property, colleagues’ property and hotel property.
• To ensure that all financial transactions are carried out strictly in line with the hotel’s stringent compliance regulations at all times.
• To comply with and to ensure that all Safe Systems of Works (SSOW) are adhered to at all times within the department and the hotel.
• To meet standards of punctuality and attendance.
• When giving out the ad-hock information to the guest never give out a wrong information
• To maintain confidentiality of customers and colleagues at all times.
• To process all guest queries (in different forms- e-mail, calls) and to contact and inform, in a clear and concise manner, the appropriate departments where specific problems or enquiries have arisen.
• To contact the Duty Manager in the absence of heads of department where specific difficulties arise.
• To adhere to phraseology and call answering directives to the required standard.
• To be prepared for and to attend one to one’s on a regular basis.
• To attend all training and take an active role in developing the department and yourself
• To actively seek constructive feedback for personal development and self-improvement.
• To constantly review working processes and to offer relevant suggestions to supervisor or Manager in a timely manner in an ongoing aim to improve all guest services.
• To attend department and hotel meetings as required.
• To support all Front of House teams to the required standard, as and when required.
• To assist in thorough training of new colleagues and to deliver cross training as and when instructed by a supervisor or manager
• To assist in accurate and reliable regular department Health and Safety inspections.
• To read the Handover and Shift logs at the commencement of each shift and to complete entries as appropriate according to the departmental procedure.
• To regularly review and update the internal telephone directory and Opera Telephone Directory
• To be familiar and up to date with hotels offers (special packages, restaurants, services)
• To help increasing revenue for hotels restaurants.
• To foster a positive, approachable and reliable image for the department amongst the workforce through personal behavior and prompt response to employee requirements.
• To work at achieving and maintaining the department’s and hotel’s AA and LQA Standards.
• To flag any high cost calls to the Front of House Management as per policy
• To support the Guest Relations and Front Office team with administrative duties as and when requested by Supervisors or Managers
• To perform the security checks on guests checking into Basil street Apartments
• To be the first point of contact for all matters relating to Basil street and carry out troubleshooting or forward to the relevant department or Manager to action
• To be available for duty as per the rota business requirements.
• Wake up call handling
• Keeping working tidy
• Replenishing stationary
• To record all equipment faults (internet, voice mail, status PC, printer, phone lines, cabling) and contact the appropriate supplier in a timely manner in order to rectify the faults.
• To rectify telephone faults
Miscellaneous
To carry out any reasonable request made by management.
To be fully conversant with:
The Hotel Fire Procedures
The Hotel & Company Security Procedures
The Hotel Health & Safety Policy & Procedures
The Departmental Standard Operating Procedures
Details
| Salary | To be discussed |
| Schedule | Full Time |
| Experience | Minimum 1 year of experience |
| Location | Lancaster Terrace, London W2, UK |
| Category | Hotel |
| Cuisine | British |
Skills
communication
Teamwork
Bilingual
OperaPMS
By applying you confirm you have these skills.
Front Office
British
| Salary | To be discussed |
| Schedule | Full Time |
| Experience | Minimum 1 year of experience |
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Lancaster Terrace, London W2, UK