Jumeirah
Switchboard Manager - Jumeirah Carlton Tower
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Switchboard Manager - Jumeirah Carlton Tower
Switchboard Manager – Jumeirah Carlton Tower
About Jumeirah
Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates a distinctive portfolio of 29 properties across 11 countries in the Middle East, Europe, and Asia. The brand redefined luxury hospitality in 1999 with the launch of the iconic Jumeirah Burj Al Arab, and today is celebrated worldwide for its beachfront resorts, city hotels, and exclusive residences.
From the contemporary Maldivian paradise of Jumeirah Olhahali Island to the art-inspired Jumeirah Capri Palace in Italy, and the modern revival of a British classic at Jumeirah Carlton Tower in London, the brand is synonymous with warm, generous service and an unwavering commitment to delivering exceptional, meaningful guest experiences.
About Jumeirah Carlton Tower
Nestled in the heart of Knightsbridge, Jumeirah Carlton Tower blends heritage and contemporary luxury. The hotel offers:
- Stunning panoramic city views
- Private access to Cadogan Gardens
- Diverse dining experiences
- Rooftop Health Club and Spa, featuring London’s largest naturally lit swimming pool
About The Job
Switchboard Manager – An Exciting Opportunity
The Switchboard Manager at Jumeirah Carlton Tower will play a pivotal role in ensuring seamless communication and guest service excellence. The main responsibilities of the role include:
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- Developing and implementing Service One operational strategies aligned with hotel and corporate objectives.
- Overseeing daily switchboard operations, ensuring all guest requests and communications are handled promptly and professionally.
- Monitoring KPIs (response time, abandonment rate, upselling performance) and implementing corrective actions as needed.
- Ensuring 100% compliance with Jumeirah’s standards, health & safety protocols, and emergency procedures.
- Managing the departmental budget, maintaining cost control, and driving revenue generation through upselling initiatives.
- Leading recruitment, training, and development of the Service One team, fostering a culture of excellence and high engagement.
About You
The ideal candidate for this Switchboard Manager role should possess the following:
Essential Qualifications & Experience
- Bachelor’s degree in Hospitality Management or Business Administration (required).
- Advantageous: Certifications in Customer Experience or Call Centre Management.
Critical Competencies
- Stakeholder Engagement:
- Ability to collaborate seamlessly with internal Hotel departments (Front Office, Housekeeping, Engineering, F&B, Finance).
- Proven ability to manage external relationships with guests, vendors, and technology partners.
- Industry Experience:
- 6–8 years of experience in guest services or reservations, within a luxury hospitality setting.
- Luxury Hospitality Expertise:
- Strong understanding of luxury service standards and guest experience delivery.
- Ability to operate effectively in high-profile, fast-paced environments.
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About the Benefits
At Jumeirah, we prioritise a workplace culture where colleagues feel valued, supported, and inspired. Our comprehensive benefits package reflects this commitment, including:
- Supportive and inclusive work environment
- Learning & Development opportunities with clear career progression pathways
- Internal mobility across our global network of properties
- Colleague discounts on food, beverage, and stays worldwide
- Healthcare and insurance benefits
- Competitive salary plus excellent service charge
- Extra holiday on significant Birthdays (21, 30, 40, etc.)
- Jumeirah Perks access for discounted cleaning and dry cleaning services for uniform or business attire
- Meals on duty for operational support
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