Switchboard Operator - Unionized Role
Reports to: Front Office Manager
Direct Reports: None
Position Purpose
The Switchboard Operator will provide our guests with consistent superior quality service in accordance with Sheraton Brand Standards, communicating in a welcoming, professional, and courteous manner. This position will strive 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 about all hotel facilities, services, and events, including key brand programs. All guest requests are channeled through these operators. Switchboard Operators shall have strong organizational skills, analytical abilities, and maintain an excellent rapport with hotel guests and associates through enhanced communication skills. Switchboard Operators will respect guest welfare and security by ensuring all guest information is kept private and by verifying information prior to transferring calls to guest rooms.
AuthorityDay-to-Day Operations
- Maintain a warm and friendly demeanor at all times.
- Promptly and efficiently answer all incoming calls while addressing guests by name. Guest names must be confirmed prior to transferring calls to guest rooms.
- Effectively listen to, understand, and clarify guest requests raised by guests or associates.
- Provide follow-up calls to guests to thank them for bringing concerns to our attention and to ensure their issue has been resolved.
- Transfer internal and external calls to appropriate extensions, departments, or individuals.
- Record and provide wake-up calls, ensuring correct guest room numbers are confirmed. Use the guest’s name when taking and delivering wake-up calls and offer a second wake-up call.
- Assist the Front Desk and Reservations Coordinator with making, confirming, and modifying reservations.
- Print, email, or fax credit card authorization forms and guest folios.
- Provide a professional and immediate response to guest inquiries concerning menu items and their preparation.
- Follow up on Room Service Server orders.
- Provide information about the hotel and local area.
- Perform all other duties as assigned by the Front Office Leadership Team.
Our PeopleHealth and Safety
Under the Occupational Health and Safety Act (OHSA), Communications Associates are required to ensure that:
- Employees work in the manner and with the protective devices, measures, 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 regarding measures and procedures to be taken for their protection.
- Every reasonable precaution is taken for the protection of employees and guests.
On a daily basis, Switchboard Operators are expected to reinforce and demonstrate a positive Health & Safety attitude and working environment. They are expected to report, investigate, and properly document all incidents and injuries involving employees and guests, as well as any property damage or operational loss resulting from an incident.
Physical Demands
- Ability to sit for extended periods of time.
- Ability to lift heavy objects.
- Ability to work flexible hours, including days, evenings, weekends, and holidays.
Other Key Skills
- Passion for customer care.
- Excellent interpersonal and communication skills (written and verbal).
- Enthusiasm and positive energy.
- Attention to detail.
- Leadership skills.
- Team-oriented mindset.
- Ability to multitask and prioritize competing demands.
Experience and Requirements
- Minimum of 1–2 years of guest services-related experience.
- Previous hotel experience is considered an asset.
- Bilingualism (French and English) is required.
Education
- Hospitality, Tourism, or Business degree considered an asset.
Pay: $23.15 per hour
Benefits:
- Dental care
- Extended health care
Work Location: In person
