Front Office - Switchboard Operator

Fairmont Hotels & Resorts; Fairmont Hot Springs; On-site; CAD 27,552 - 35,817; Full time

Benefits offered by this job

Subsidized staff accommodation

One complimentary meal per shift

Comprehensive benefits package

Defined Contribution Pension Plan

Employee travel program

Mountain Explorer Travel Program

Discounts at resort outlets

Job summary

Fairmont Banff Springs is hiring a Switchboard Agent to be the first point of contact for guests, handling inquiries and requests with care and efficiency. This role emphasizes problem solving, clear communication, and building relationships to contribute to a premier guest experience.

The position requires a High School diploma and fluency in English, with Opera experience considered an asset. Competitive benefits accompany full-time, on-site employment.

Qualifications

• Service oriented personality is essential.
• Fluency in English; additional languages are a plus.
• Prior experience with Opera or related system is an asset.

Responsibilities

• Promote hotel facilities and look for opportunities to add a personalized experience.
• Process external and internal calls by redirecting or assisting callers.
• Own caller requests or complaints and follow up according to hotel standards.
• Maintain knowledge of all hotel departments, especially Housekeeping, Maintenance, Resort Activities, Guest Services and F&B.
• Keep accurate records of guest calls to preserve data integrity.
• Know hotel emergency procedures and dispatch as required.

Skills

Service oriented

English fluency

Education

High School diploma

Tools

Opera PMS

Job description

Who We Are

Join the team at Fairmont Banff Springs. Set in one of Western Canada’s most spectacular alpine destinations, Banff offers a unique community of hospitality enthusiasts, outdoor adventure seekers, artists, entertainers, and families alike. It’s the perfect work/life combination.

Job Description

We are seeking a dedicated and personable professional to join our team as a Switchboard Agent. In this vital role, you will be the first point of contact for our guests, handling inquiries and requests with exceptional care and efficiency. If you excel in problem‑solving, communication, and building relationships, this position offers an exciting opportunity to contribute to a premier guest experience and be part of a dynamic team committed to excellence in hospitality.

Starting Rate

$20.18 per hour. Hourly rates increase after six months, and annually up to three years. At three years the pay rate for this role would be $25.65.

Title

Official title for this position will be Royal Service Agent.

Job Duties Include

• Proudly promote the hotel facilities, looking for opportunities to enhance and add a personalized experience
• Process all external and internal calls by redirecting calls or directly assisting the caller
• Take ownership of the caller’s requests or complaints and ensure follow‑up according to the hotel’s standards
• Maintain knowledge of all departments within the hotel, in particular Housekeeping, Maintenance, Resort Activities, Guest Services and Food & Beverage
• Maintain accurate records of guest calls to preserve data integrity
• Maintain knowledge of the hotel’s emergency procedures and dispatch as required

Qualifications

• High School diploma
• Service focused personality is essential
• Prior experience working with Opera or a related system is an asset
• Fluency in English; additional languages are a plus

Visa Requirements

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Job Perks & Benefits

• Subsidized staff accommodation provided on‑site for full‑time status employees
• One complimentary meal per shift in the staff cafeteria (additional meals can be purchased at $8/meal)
• Comprehensive benefits package (Medical, Vision & Dental) including extended benefits such as Mental Health, Orthodontics, Fertility Drugs and Gender‑Affirmation for full‑time permanent status employees
• Defined Contribution Pension Plan with employer matching up to 5% of annual earnings for full‑time permanent status employees
• Employee travel program with discounts on room rates as well as on food & beverage at Fairmont & Accor properties worldwide
• Access to the Mountain Explorer Travel Program – exclusive room rates for colleagues, which includes 50% off all food & beverage when staying at Fairmont Resorts in Lake Louise, Jasper & Whistler
• Discounts while using resort’s Food & Beverage Outlets, Fitness Centre, Spa and Fairmont Banff Springs Golf Courses

Accommodation Statement

We encourage you to let us know if you require any accommodations through the application or recruitment process, and we will work with you to meet your needs. Persons who anticipate needing accommodations for any part of the application or interview process may contact, in confidence: [e-mail]