Service Associate

2 weeks ago

Toronto, Canada Shangri-La Toronto Full time

With exceptional, personalized assistance, facilitate arrangements on behalf of the guest, maximizing the balance between Colleague, Guest and Owner satisfaction.
- Provide a 5 diamond/5 star experience to guests, through Shangri-La hospitality from caring people.
- Maintains expertise on and contacts with local venues, attractions, restaurants, tourism events and local counterparts.
- Interacts with guests to provide information, assists with personal events, arrangements, bookings, tickets and reservations.
- As a true Service Associate, meets service expectations proactively, promptly, graciously and professionally, with genuine care and attention to detail.
- Actively demonstrates teamwork, safe work practices, open communication, accuracy in transactions, respect, sincerity, helpfulness, courtesy and humility.
- Night shifts may periodically be required.
- When required, perform Service Associate
- Bellperson duties and shifts.
- Undertake other ad hoc related responsibilities, as required.

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.

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