Service Associate

1 week ago

Toronto, Ontario, Canada Shangri-La Hotel Full time
Front Desk Associate

Join the Shangri-La team in Toronto and make a lasting impact on our guests' experiences.

  • Maximize Associate, Guest, and Owner satisfaction by providing exceptional service throughout all aspects of their stay.
  • 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.
  • Meet service expectations proactively, promptly, professionally, with genuine care to attention and detail.
  • 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 the 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.
Key Responsibilities
  • Service Excellence: Provide a genuinely warm presence, friendly, sincere nature, and drive for service excellence.
  • 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: Interact with others in a respectful manner, with demonstrated qualities of sincerity, helpfulness, courtesy, and humility.
  • Ethical and Professional Conduct: Fulfill responsibilities with highest integrity.
  • Technology Proficiency: Fully competent in all systems used within department, including Windows-based programs and PDA technology.
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.

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