Switchboard Manager – Luxury Hotel

About the role

We are seeking an experienced Switchboard Manager to lead the Service One team at Jumeirah Carlton Tower, a luxury hotel in London’s Knightsbridge. The role oversees all guest communications, ensuring a seamless and premium experience for our international clientele.

Key responsibilities

• Develop and implement Service One operational strategies aligned with hotel and corporate objectives.
• Supervise daily switchboard operations, guaranteeing prompt and professional handling of guest requests and communications.
• Monitor key performance indicators such as response time, abandonment rate and upselling performance, and take corrective actions when needed.
• Ensure compliance with Jumeirah standards, health and safety regulations, and emergency protocols.
• Manage the departmental budget, control costs and drive revenue through upselling initiatives.
• Lead recruitment, training and development of Service One staff, fostering a culture of excellence and engagement.

Required profile

• 6‑8 years of experience in guest services, reservations or call‑centre management within a luxury hospitality environment.
• Strong stakeholder engagement skills, able to collaborate with Front Office, Housekeeping, Engineering, F&B, Finance and external vendors.
• Bachelor’s degree in Hospitality Management or Business Administration; additional certification in Customer Experience or Call Centre Management is a plus.
• Deep understanding of luxury hospitality standards and the ability to deliver high‑profile guest experiences.

Required skills

What we offer

• A competitive benefits package focused on employee wellbeing and professional development.
• Opportunity to work within a globally recognised luxury brand.