Practice every guest conversation before it happens.
Switchboard is a frontline readiness platform that lets hospitality teams practice realistic guest conversations — by phone or face-to-face — with guided lessons before and instant coaching after, so every agent is guest-ready before the real thing.
Built for hotels and resorts, tour operators, attractions, ski resorts, museums, visitor centres, zoos, aquariums, and DMOs. Especially valuable for operations with seasonal turnover where teams need to reach confidence quickly without a manager shadowing every shift.
How it works: drop in the policies, decks, and videos you already have and Switchboard organizes them into lessons, quizzes, and practice scenarios. Staff rehearse hard conversations with a realistic guest simulation, get a scored coaching report the moment each conversation ends, and managers see who is ready on one team dashboard.
Describe any guest situation and the scenario builder turns it into a ready-to-run practice scenario in seconds — set the difficulty, the mood, and the goal. Unlimited agents on a single plan; start in minutes or add an onboarding package for larger rollouts.
Frequently asked questions
What is Switchboard?
Switchboard is a frontline readiness platform for hospitality teams. It combines guided learning paths, realistic practice scenarios, and instant coaching so new staff can be guest-ready in days instead of weeks.
How does practice with Switchboard actually work?
Switchboard connects training to practice. Staff complete short guided lessons, then rehearse realistic guest scenarios with an AI guest that responds naturally. After each scenario, they get instant coaching on accuracy, conversation flow, and how well they handled the situation, while managers can review progress and see who needs more support.
Who is Switchboard for?
Switchboard is built for frontline and guest-facing teams that need to handle guest interactions with confidence. It is especially useful for hospitality, tourism, attractions, and experience-based businesses — from hotels and tour operators to ski resorts, museums, visitor centres, attractions, and DMOs.
What is a frontline readiness platform?
A frontline readiness platform prepares guest-facing staff before they handle real conversations, instead of evaluating them afterward. It combines structured learning, realistic conversation practice, instant coaching, and team-level visibility so managers know each person is ready before their first real guest interaction. Switchboard is a frontline readiness platform built specifically for hospitality teams.
How is Switchboard different from a normal LMS or call recording tool?
Switchboard brings learning, practice, and coaching together in one platform. Teams can learn the key policies and standards, then rehearse realistic guest scenarios — phone or in-person — until they are ready. Staff get a clear path from lesson to practice to coaching, while managers can see who is ready and where the team needs more support.
How is Switchboard different from conversation intelligence or call QA tools?
Conversation intelligence and QA tools analyze real guest calls after they happen — the mistake has already reached a guest. Switchboard works before the call: staff rehearse realistic guest scenarios in a safe simulation and get coaching on every practice conversation, so the first real call is never the first attempt. Many teams use both — Switchboard for readiness, QA for live-call monitoring.
How long does setup take?
Teams looking to move quickly can have their first practice scenarios up and running in minutes. A single location or focused team can start with a small set of scenarios right away. Larger organizations with multiple properties or regions can add an onboarding package to help build scenarios, organize learning content, and launch teams smoothly.
What if I run out of credits?
You can purchase a top-up credit pack at any time from your account, or upgrade your plan. We'll notify you before you run out so you're never caught short during a busy hiring period.
Can I change my plan?
Yes, any time. If your team grows or you have a big seasonal ramp coming, you can upgrade instantly. Downgrades take effect at the end of your billing period.
How is Switchboard priced?
Switchboard uses a credit-based model with unlimited agents on every plan, so you don't pay per seat as your team grows or turns over seasonally. Plans differ by conversation volume, number of locations, and level of onboarding support.
Is guest data secure?
Switchboard is designed for practice, so teams do not need to use real guest records. Scenarios can be built around fictional guests, common questions, policies, and service standards. Your organization's content, scenarios, and transcripts are kept securely within your workspace.
Do we need to integrate with our PMS or phone system?
No integration is required. Switchboard runs in the browser and can sit alongside the systems your team already uses, including your PMS, CRS, phone system, or internal knowledge base. Many teams use practice scenarios to help agents build confidence navigating those tools alongside the guest interaction.
Request a demo · For hotels & resorts · Seasonal readiness