Telephone Operator - Switchboard
Reports to: Front Office Manager
Direct Reports: None
Position Purpose:
The Switchboard operator will provide our guests with consistent superior quality service in accordance to the Sheraton Brand Standards. Communicating in a manner which is welcoming, professional and courteous. This position will strive for to provide remarkable customer service experiences for each and every guest by understanding who our guests are and recognizing opportunities to exceed their expectations.
The switchboard operator will become the “Heart of House Concierge”. They will be familiar and knowledgeable of all hotel facilities, services and events including key brand programs. All guest requests are channeled through these agents. Switchboard agents shall have strong organizational skills, analytical abilities and shall maintain an excellent rapport with hotel guests and hotel associates through enhanced communication skills. Switchboard agents will respect guests welfare and security, ensuring all hotel guest information is kept private and verifying information prior to transferring any calls to guestrooms.
Authority
Day-to-Day Operations:
- Maintain a warm and friendly demeanor at all times.
- Promptly and efficiently answer all incoming calls, while addressing guests by name. Guests name is confirmed prior to transferring calls to the guestroom.
- Must be effective at listening to, understanding and clarifying guest requests raised by guests or associates.
- Enter all requests in Starguest response and assign to proper department for completion.
- Provide follow up calls to the guests to thank them for bringing and all problems to our attention and ensuring that their problem or concern has been resolved.
- Transfer internal and external calls to appropriate extensions/departments/individuals.
- Record and give wake up calls, ensuring that the correct guest room numbers are taken use guest name when taking and giving wake up calls and offering second call.
- Follow up on incomplete items in Starguest response to ensure all requests/calls and deficiencies have been completed.
- Provide assistance to the Front Desk and Reservations Coordinator with making reservations, confirming and modifying reservations.
- Print/email/fax credit card authorization forms and guest folios.
- Has extensive knowledge of the Room Service and Beverage Menu and provides guests with further information than what is on the menu.
- Provides a professional and immediate response to guests concerning all menu items and their preparation.
- Takes orders, assigns orders to Room Service Server on duty and follows up on orders once delivered by Room Service.
- Provide information about hotel and local area.
- All other duties as assigned by Front Office Leadership Team.
Our People
Health and Safety:
Under the OHSA, Switchboard Operator required to ensure that:
- Employees work in the manner and with the protective devices, measure and procedures required.
- Employees use or wear the equipment, PPE or clothing required by the Sheraton Ottawa Hotel.
- Employees are advised of the existence of any potential or actual danger to their well being of which the supervisor is aware.
- Where prescribed, employees are provided with written instructions as to the measures and procedures to be taken for their protection.
- Every reasonable precaution is taken for the protection of the employee and guest.
On a daily basis, Switchboard Operators are to reinforce and demonstrate a positive ‘Health & Safety’ attitude and working climate. Switchboard Operators are expected to report, investigate and properly document all incidents and injuries to employees and guests, as well as any property damage or loss of process as a result of the incident.
Physical Demands for this position:
- Must be able to sit for extended periods of time, ability to lift heavy objects.
- Ability to work flexible hours: days, evenings, weekends and holidays (as per seniority)
Other Key Skills:
- Passionate about customer care
- Excellent interpersonal and communication skills (written and verbal)
- Enthusiasm and infectious energy
- Attention to detail
- High Standards
- Winning mindset
- Leadership
- Team player
- Ability to multi-task and prioritize competing demands
- Life enthusiast
Experience and Requirements:
A minimum of 3 years guest services related experience in a related industry.
Previous hotel experience required.
Bilingualism (French and English) required.
Education:
Hospitality/Tourism/Business degree would be considered an asset.
Pay: $23.15 per hour
Experience:
- hotel: 1 year (preferred)
- customer service: 2 years (required)
Language:
- French (preferred)
- English (required)
Work Location: In person
