Job Description
* Handle all incoming calls promptly, professionally and in accordance with brand standards.
* Direct calls to the appropriate departments or colleagues with accuracy and efficiency.
* Manage wake‑up calls, guest messages and voicemail services.
* Respond to guest enquiries with courtesy, product knowledge and a service‑focused approach.
* Monitor emergency lines and follow established procedures during fire alarms, medical incidents or security situations.
* Maintain accurate logs of calls, incidents and communication activity as required.
* Support internal communication between departments, ensuring messages are delivered promptly.
* Assist with lost‑and‑found enquiries, guest requests and service coordination.
* Ensure confidentiality and data protection standards are upheld at all times.
* Report system faults or technical issues to IT or management promptly.
* Maintain a calm, professional manner during high call volumes or emergency situations.
* Uphold hotel grooming standards and represent the brand with professionalism.
Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.
Qualifications
* Previous experience in a PBX, switchboard, reservations or front office role preferred.
* Strong verbal communication skills and a clear, professional telephone manner.
* Excellent listening skills and the ability to multitask under pressure.
* High level of accuracy and attention to detail.
* Strong organisational and administrative abilities.
* Ability to remain calm and composed in emergency or high‑stress situations.
* Familiarity with hotel systems (PMS, PBX, call‑logging software) is an advantage.
* Strong customer‑service mindset and ability to work well with all departments.
* Flexible availability, including evenings, weekends and holidays.
Additional Information
What is in it for you?
* Exclusive Discounts:
o Fairmont Cheshire, The Mere, Spa and Golf discount
o Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
o 20% off food and beverage in on-site restaurants
* Colleague restaurant
* Being part of The Mere Team – our culture is unique!
* You will benefit from training and development opportunities
* Competitive salary and benefits including pension
* 28 days of holiday including public holidays
* 1-5 days service award based on length of service
* Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
* And last but not least you will get to work with a team of EXTRAORDINARY people