Switchboard Manager - Jumeirah Carlton Tower

Develop and implement Service One operational strategies aligned with hotel and corporate objectives.Oversee daily operations, ensuring all guest requests and communications are handled promptly and professionally.Monitor KPIs (response time, abandonment rate, upselling performance) and implement corrective actions.Ensure compliance with Jumeirah standards, health and safety, and emergency protocols.Manage departmental budget, cost control, and revenue generation through upselling initiatives.Lead recruitment, training, and development of Service One team members; foster a culture of excellence and engagement.

The ideal candidate for this position will have the following experience and qualifications:
Stakeholder Engagement: Ability to work collaboratively with internal hotel departments (Front Office, Housekeeping, Engineering, F&B, Finance) and manage relationships with external stakeholders including guests, vendors, and technology partners.Education: Bachelor's degree in Hospitality Management or Business Administration is essential; additional certification in Customer Experience or Call Centre Management is advantageous.Experience: 6-8 years' experience in guest services or reservations within a luxury hospitality environment.Industry Knowledge: Strong understanding of luxury hospitality standards and guest experience delivery, with the ability to operate effectively in high-profile, service-driven environments.

Jumeirah, a global leader in luxury hospitality and a member of Dubai Holding, operates an exceptional portfolio of 29 properties across 11 countries in the Middle East, Europe, and Asia. In 1999, Jumeirah changed the face of luxury hospitality with the opening of the iconic Jumeirah Burj Al Arab and the brand is now renowned worldwide for its distinguished beachfront resorts, esteemed city hotels and exclusive residences. From the contemporary Maldivian island paradise at Jumeirah Olhahali Island to the art-inspired Jumeirah Capri Palace in Italy and the modern twist on a British classic at Jumeirah Carlton Tower in London, the brand has become synonymous with warm and generous service and the ability to craft distinctive and purposeful experiences that bring joy to guests from across the world.
About Jumeirah Carlton Tower
Located in the heart of Knightsbridge, Jumeirah Carlton Tower is a landmark London address where heritage meets contemporary luxury. The hotel offers stunning views across the city, access to the private Cadogan Gardens, a variety of dining experiences, and a rooftop health club and spa with London's largest naturally lit swimming pool.
About The Job
An opportunity has arisen for a Switchboard Manager to join us at Jumeirah Carlton Tower.

At Jumeirah, we are dedicated to fostering a workplace where colleagues feel valued, supported, and inspired to grow. Our benefits package reflects this commitment by combining rewarding financial incentives, comprehensive healthcare, and opportunities for professional development.
Benefits include -
Supportive and inclusive work environmentAccess to Learning & Development programmes and clear career pathwaysOpportunities for internal mobility within our global networkColleague discounts on food, beverage, and hotel stays worldwideHealth care and insurance benefitsCompetitive salary + excellent service chargeExtra holiday for significant Birthdays (21.30.40. etc.)Jumeirah perks website access - discountDry cleaning of uniform or Business attireMeals on duty!
Jumeirah is committed to a respectful and inclusive recruitment process. Harassment, sexual harassment, discrimination, bullying or any other inappropriate behaviour by or towards any person involved in the recruitment process including candidates, interviewers, recruitment agency staff, assessors and other third parties will not be tolerated and may result in immediate removal from the recruitment process and such further action as Jumeirah UK considers appropriate.