The Crowne Plaza & Holiday Inn Express Hotel at London Heathrow Terminal 4 is an innovative and pioneering hotel concept, integrating two leading brands into an iconic building which is linked directly to London Heathrow Terminal 4.
This amazing hotel has 761 rooms, comprising of 457 Holiday Inn Express rooms and 304 Crowne Plaza rooms and also includes a VIP Crowne Plaza Club Lounge on the 6th floor.
There are multiple Food and Beverage Outlets including two restaurants, a trendy bar , a tea salon and 5 state of the art purpose built meeting rooms.
This is an amazing opportunity to join the team, and to experience a Four Star Deluxe Crowne Plaza and the recently launched brand new design and standards of The Holiday Inn Express.
Excellent Bus and underground networks links etc etc Swindon Road, Terminal 4, London Heathrow.
As a Switchboard Operator you will answer the telephone using the hotel's in-house computer system and respond accordingly to external and internal guest queries.
You will be expected to work closely with other departments such as Front Office, Housekeeping, Security, Reservations, Security, and Human Resources.
Ensure that all telephone calls are answered courteously and efficiently, within the company brand standards.
To take messages for guests and management ensuring that they are accurate, clear and delivered promptly.
To report and log all maintenance faults which occur on the Hotel's switchboard and telephone system.
To handle emergency calls immediately and maintaining all equipment and work areas.
To ensure the handover of undelivered messages or outstanding matters to the next person on duty.
To ensure that lines are open, closed and charged correctly for all function rooms daily.
Taking ownership of every guest request and consistently handling them in a customer focused manner, with prompt attention to detail and personal recognition.
Processing wake up calls.
Maintaining guests voice mail system and manual message system.
Handling guest complaints.
Answering guest questions and resolve guest issues.
Logging all guest enquiries through the HOTSOS system.
Liaise and follow up any actions required for guests.
Previous customer service experience is essential
A capability and commitment to delivering high levels of customer care
Ability to remain calm whilst under pressure
Cash handling experience
Strong English Language communication skills