As Canada's largest hotel with 1,590 guest rooms, and the friendliest Hotel in Toronto, the Chelsea Hotel, Toronto, is centrally located and just steps from the city's best shopping districts, world-class theatres, vibrant nightlife, and exciting attractions. A full-service urban resort, the Chelsea Hotel has room types to suit everyone, and the hotel offers different dining options, separate adult and family recreation areas and pools – including the "Corkscrew" - downtown Toronto's only indoor waterslide. As a premier family destination, the hotel offers a full range of services including the Family Fun Zone, Kid Centre and Club 33 Teen Lounge. The Chelsea Hotel, Toronto is an independent property as part of the Langham Hospitality Group’s international portfolio of hotels and resorts. The Chelsea is proud to be honoured with the Accessible Tourism Award with the Travel Industry Association of Ontario and the Humanitarian Award with the Hotel Association of Canada.

PURPOSE

The Hotel Telecom Operator responds to incoming calls, determining the caller’s request, directing the call and providing guest service and information. Takes ownership of all guest problems and ensures follow-up in a timely manner

Principal Responsibilities

My Guest

• Responds to guest phone calls, using the Standard greeting and the guest name. Guest name must be mentioned on three occasions during the call.
• End all calls with “my pleasure”
• Takes and key enters messages for guests
• Ensures that guests receive and respond to wake-up calls.
• Responds to guest complaints in a timely and efficient manner.
• Responds to guest concerns using Empowerment.
• Maintain guest privacy

My Product

• Transfers internal calls and pages personnel.
• Responds to the service action, redirecting calls, giving out information and putting through special calls such as long distance.
• Enter group and individual wake up calls
• Monitors emergency board and phones and follows emergency procedures.
• Monitor emergency elevator phone and report to security
• Records and report out-of-order equipment to Customer Care Manager.

My Chelsea

• Complies with Hotel & Safety Policies and Procedures.
• Complies within Hotel policies and procedures.
• Be fully aware of Emergency procedures and your role there in.
• Performs all other tasks as assigned by Management.
• Regular test calls will be completed to ensure call quality and that the Department is performing at the highest possible level.

Academic and Working Qualifications

Working Experience

• Previous guest service experience an asset

Soft Skills

• Intermediate computer skills

• Be a team player

• Be able to multitask

• Detail oriented

Languages

• Effectively communicate in the English language

Physical Requirements

• Sitting for long periods of time.

• Oral communication

The Chelsea Hotel, Toronto is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, aboriginal peoples and persons with disabilities. As per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA), Chelsea Hotel, Toronto will accommodate the needs of applicants with disabilities throughout all stages of the selection