Job Description

Hospitality Associate
The opportunity
In this role, you will support the Hospitality team within Real Estate Operations (REO) focused on the delivery of end-to-end meeting, hospitality & concierge services. This client-facing position offers a unique opportunity to build relationships across enterprise departments, to enable the delivery of an elevated visitor and employee workplace experience through operational efficiencies and customer satisfaction. This position requires full-time attendance in office, Monday to Friday.
Who you'll work with
You will work closely with members of the Facilities Team and internal partners across the organization.
What you'll do
1. Customer Service Excellence

• Responsible to liaise with stakeholder and client groups to effectively understand and action meeting services and event requirements; engage with empathy to triage issues and resolve conflicts
• Effectively coordinate with service partners to deliver on client requirements in an integrated and timely fashion
• Ensure clear, concise, and responsive communications with stakeholders to manage expectations and ensure alignment to REO processes
• Be a champion for REO Hospitality and Concierge services with stakeholders

?2. Room Bookings and Scheduling:

• Coordinate with internal teams, such as REO Shared Services, and Technology, as required, to ensure timely room configurations meeting client preferences, requirements and REO SLAs
• Coordinate end-to-end meeting services requests:

• Ensure room assignments are based on availability, client requirements, efficient use of space, and efficient use of resources
• Service requests are captured accurately, and all workflows (REO and non-REO) are assigned including room configurations, meeting tools, special event requirements (rentals, external AV, etc.)
• Provide stakeholders (internal, clients and service providers) with timely communication, to ensure effective delivery of meeting services
• Complete ad hoc services and bookings adjustments resulting from changes or cancellations; ensure all workflows are adjusted
• Effective communications to ensure timely responses and updates to stakeholders (REO Shared Services, client groups and service delivery partners, etc.)
• Perform on site confirmation that setup/reset requirements are completed as programmed

3. Catering Request Support:

• Act as the primary point of contact for clients to confirm catering details, addressing any specific needs or changes
• Work closely with third party food & beverage vendor, to ensure accurate and on-time fulfillment of catering orders
• Liaise with clients to confirm details and unique requirements for catering orders
• Coordinate with internal teams Shared Services or Event Coordinator to fulfill and track catering orders, including modifications or cancellations

4. Reporting:

• Assist with generating standard reports through the Event Management System (EMS)
• Collect and organize basic usage data on a regular basis
• Flag and report any unusual findings or data discrepancies to the Manager

5. Event Management System (EMS)

• Assist the Hospitality team with ongoing maintenance tasks including updates to users, requirements, non-REO requirements (IT, third party food & beverage vendor, etc.), reports, and coordination of vendor updates
• Provide basic training and guidance to new users on EMS
• Ensure order and invoice accuracy before issuance to clients
• Ensure EMS reporting accuracy by maintaining the system as the book of record
• Manage, configure, and maintain EMS to support seamless scheduling, booking, and event coordination
• Work closely with clients to schedule, reschedule, and cancel meetings to ensure operational efficiency and availability of meeting spaces

6. Other duties as assigned may include supporting REO colleagues in Shared Services and Office Production Services to deliver the end-to-end workplace experience support

• Support regional office requests as assigned by management

• Support physical setups for special events, and ecosystem meeting services on an as needed basis

What you'll need

• Strong organizational and communication skills
• Time management skills with the ability to prioritize multiple tasks and meet deadlines
• Ability to prioritize deliverables and seek clarity as needed
• Experience in client-facing customer services, event coordination, or hospitality services
• Strong analytical skills
• Proficient in the Microsoft suite of products, with ability and willingness to learn and adapt to new technologies in a timely fashion
• Cross-functional integration capabilities are a strong asset
• Demonstrate initiative when faced with problems and providing solutions
• Ability to work with minimum supervision.
• Physically able to lift up to 60 lbs.
• This position requires extended periods of standing, walking, lifting and bending.
• This role requires full-time, on-site attendance throughout the workweek.

What we're offering
Pay-for-performance environment that offers competitive salary and incentive
Numerous opportunities for professional growth and development
Comprehensive employer paid benefits coverage
Retirement income through a defined benefit pension plan
The opportunity to invest back into the fund through our Deferred Incentive Program
A flexible/hybrid work environment combining in office collaboration and remote working
Competitive time off
Our Flexible Travel Program gives you the option to work abroad in another region/country for up to a month each year
Employee discount programs including Edvantage and Perkopolis
At Ontario Teachers', diversity is one of our core strengths. We take pride in ensuring that the people we hire and the culture we create, reflect and embrace diversity of thought, background and experience. Through our Diversity, Equity and Inclusion strategy and our Employee Resource Groups (ERGs), we celebrate diversity and foster inclusion through events for colleagues to connect for professional development, networking & mentoring. We are building an inclusive and equitable workplace where our talent is respected, accepted and empowered to be themselves. To learn more about our commitment to Diversity, Equity and Inclusion, check out
How to apply
Are you ready to pursue new challenges and take your career to the next level? Apply today! You may be invited to complete a pre-recorded digital interview as part of your application.
Accommodations are available upon request (peopleandculture@otpp.com) for candidates with a disability taking part in the recruitment process and once hired.
Candidates must be legally entitled to work in the country where this role is located.
Ontario Teachers' may use AI-based tools to assist in screening and assessing applicants for this position. These tools may help us identify candidates whose skills and experience align with Ontario Teachers' objectives by analyzing information provided in resumes and applications. Our use of AI does not replace human decision-making.
To learn more about how Teachers' uses AI with your personal information, please visit our
Functional Areas: Operations
Vacancy:
Current
Requisition ID: 6669

Skills Required