Job Description

Shangri-La, Toronto

• Make the most positive impact on guest experiences throughout all aspects of their stay, maximizing Associate, Guest and Owner satisfaction.
• Demonstrate a high degree of identity and strives to provide a 5 diamond/5 star experience to guests, providing Shangri-La hospitality from caring people.
• Rotate between shifts in Front Office, Service Centre, handling guest arrival and departures, guest telephone inquiries and in-house shopping purchases.
• Ensure compliance to all hotel policies, standards and core practices.
• Maintain positive internal and external relationships, familiarity with local venues, attractions, restaurants, events, and Shangri-La hospitality standards.
• As true Service Associates, meet service expectations proactively, promptly, professionally, with genuine care to attention and detail.
• Actively demonstrate teamwork, safe work practices, open communication, accuracy in transactions, respect, sincerity, helpfulness, courtesy and humility.
• Undertake other ad hoc related responsibilities, as required.
• Welcome guests at airport and communicate effectively with the hotel.
• Perform check-in and escort guests to their rooms in accordance with core practices.
• Perform cashier duties and check-out procedures.
• Take part in room inspection process.
• Ensure that all requests are prepared prior to guest arrival.
• Assist in handling of guest complaints and ensure that proper follow up takes place.

The following is considered mandatory for this position:

• Service Excellence - Genuinely warm presence, friendly, sincere nature, drive for service excellence, internally proud, outwardly gracious and humble.

• Detail oriented - Care and attention to details in a multi-tasking environment.
• Functional Knowledge - Familiarity with 5 star expectations for Front Desk, Reservations and Service Center procedures, systems and protocol.
• Operational Competence - Familiarity with/ability to learn and follow Shangri-La deliverables, Shangri-La Toronto service standards, programs, policies and procedures.
• Communication - 100% English language proficiency, other languages useful.
• Decision making - Able to prioritize, making prompt and reasonable decisions.
• Problem solving - Adept at juggling multiple needs, calmly, respectfully, creatively and successfully resolve problems, as required.
• Emotional maturity - Interacts with others in a respectful manner, with demonstrated qualities of sincerity, helpfulness, courtesy and humility.
• Ethical and professional conduct - Fulfills responsibilities with highest integrity.
• Technology proficiency- Fully competent in all systems used within department, including Windows based programs and PDA technology.

Shangri-La hotel, Toronto is compliant with its obligations under the Accessibility for Ontarians with Disabilities Act, 2005, and will provide reasonable accommodation in the application and interview process for this position upon request.

Other Requirements:

• Minimum 2 years previous work experience in a similar capacity within an international world-class hotel of 4 stars or greater.
• Previous Shangri-La Hotels and Resorts experience an asset.
• Required to work evenings, overnights, weekends, and/or holidays.
• Must be eligible to work in Canada.

Shangri-La Hotels & Resorts