Service Associate

4 months ago

Toronto, Canada Shangri-La Hotel Full time

Shangri-La Toronto
- With high integrity, deliver a 5 diamond/5 star experience to guests, providing Shangri-La hospitality from caring people with presence, style and personality.
- Greet and seat guests in the Food & Beverage Outlets (Lobby Lounge, Patio, etc.) and as true service Ambassadors, meets 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.
- 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.
- Receive guest reservations, verify in-house guests, maintain seating chart and attend to other service needs, as appropriate.
- Advise colleagues of guest special occasions, unique celebrations, concerns for allergies or other service needs which require special attention, once known.
- Resolve food or beverage quality and service complaints at earliest and first point of customer contact, advising the Manager, as appropriate and ultimately providing outstanding customer service.
- Update the customer database in a complete and accurate way.
- Provide assistance to other F&B colleagues, when needed and undertake other ad hoc related responsibilities, as required.

**The following is considered mandatory for this position**:

- Customer Service Excellence - Exceptional service style, genuinely warm presence, friendly, sincere nature, drive for service excellence, internally proud, outwardly gracious and humble.
- Communication - Excellent communication and social skills, 100% fluency in English with impeccable standards of hygiene and grooming.
- Safety Focus - Demonstrates safe work practices and looks for ways to minimize workplace injuries
- Decision making
- Able to prioritize, making prompt, fair 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
- Operates and maintains all departmental equipment, fully competent with POS and Reservations systems (OpenTable).

**Other Requirements**:
Upscale lounge or luxury level service knowledge and training.
Minimum 2 year previous work experience in a similar capacity.
Required to work nights, weekends, and/or holidays on a rotational basis, with advance notice.
Current SmartServe certification.
Must be legally entitled to work in Canada.

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