Night Switchboard Agent

Night Switchboard Agent

Coming soon to the heart of Mayfair, The St. Regis London marks the brand's prestigious debut in the United Kingdom. This is a destination where history and modernity meet, where the energy of the city is palpable, and where every arrival feels personal. With signature butler service, refined interiors by Richmond International, and an unmatched Bond Street address, The St. Regis London embodies 'Live Exquisite'-a celebration of London's pioneering and glamorous lifestyle for the Luminaries of the world.

As a Night Switchboard Agent, you will be the central point of communication for the hotel during the overnight hours, managing all incoming and outgoing calls with warmth, efficiency and professionalism. You will ensure that every interaction reflects the refined and anticipatory service for which St. Regis is renowned, while supporting guests and associates with requests, enquiries and communications throughout the night. Working closely with departments across the hotel, you will play a key role in delivering a seamless and personalised luxury guest experience.

Key Responsibilities

• Answer, record and process all guest and external calls, enquiries, messages and service requests accurately and professionally during the overnight shift.
• Coordinate guest requests with the appropriate departments and follow up to ensure complete resolution and guest satisfaction.
• Process wake-up calls, messages and communication requests with accuracy and attention to detail.
• Update and maintain guest preferences and service insights within hotel systems to support personalised guest experiences.
• Provide accurate information regarding hotel services, facilities, amenities and local recommendations.
• Monitor and respond to overnight guest enquiries, ensuring prompt and effective communication.
• Maintain accurate records and logs of calls, requests and incidents during the shift.
• Uphold confidentiality of guest information and company data at all times.
• Support emergency communication procedures in accordance with hotel policies and standards.
• Work collaboratively with Front Office, Security, Butler Service and other operational departments to ensure seamless overnight service delivery.
• Ensure all interactions reflect the St. Regis service philosophy and luxury brand standards.

Core Competencies

We are seeking a polished, reliable and detail-oriented professional who thrives in an overnight environment and is passionate about delivering exceptional guest service. You should have:

• Previous experience in a Switchboard, Operator, Front Office, Guest Services or Rooms Division role, ideally within a luxury hotel environment.
• Strong understanding of luxury hospitality and personalised guest service.
• Excellent verbal and written communication skills with professional telephone etiquette.
• The ability to remain calm, professional and solution-focused during overnight operations.
• Strong organisational skills and attention to detail.
• Confidence using hotel systems, communication platforms and guest profile systems.
• Excellent multitasking abilities and the capacity to prioritise effectively.
• High levels of integrity, discretion and confidentiality.
• Professional presentation aligned with luxury brand standards.
• Flexibility to work overnight shifts

At The St. Regis London, our Hosts are the heartbeat of our legacy of exceptional service. In honour of your dedication, we offer a curated collection of benefits designed to support and elevate your journey with us.

Financial Rewards

• Competitive salary designed to recognise excellence
• Workplace pension
• Company sick pay
• Additional holiday allowance
• Access to BenefitHub's exclusive retail, wellness and travel privileges
• Friends & Family preferred rates at Marriott hotels worldwide

Career Development

• Clear pathway for internal promotions and transfers
• Cross-department training to refine your craft and broaden your expertise
• Expert-led development programmes
• Continuous learning through structured programmes
• Premium e-learning platform access
• Be part of an exclusive pre-opening experience shaping the future of the property

Wellbeing Support

• Employee Assistance Programme
• Complimentary meals on duty, crafted with care and served in our staff restaurant featuring wholesome, quality cuisine.
• Food & Beverage discounts across Marriott properties
• Year-round wellbeing initiatives and wellness activities

Recognition & Appreciation

• Award programmes celebrating exceptional performance
• The Astor Awards
• Distinctive Moments celebration
• Long service awards
• Key life moments celebrated - birthday, anniversaries, personal milestones and achievements
• Vibrant social calendar with team events and engagement activities

*Terms and Conditions Apply

Eligibility

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.