Guest Experience Manager

About Langham Hospitality Group A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East. As Canada's largest hotel with 1,590 guest rooms, and the friendliest Hotel in Toronto, the Chelsea Hotel, Toronto, is centrally located and just steps from the city's best shopping districts, world-class theatres, vibrant nightlife, and exciting attractions. A full-service urban resort, the Chelsea Hotel has room types to suit everyone, and the hotel offers different dining options, separate adult and family recreation areas and pools – including the "Corkscrew"
- downtown Toronto's only indoor waterslide. As a premier family destination, the hotel offers a full range of services including the Family Fun Zone, Kid Centre and Club 33 Teen Lounge. The Chelsea Hotel, Toronto is an independent property as part of the Langham Hospitality Group’s international portfolio of hotels and resorts. The Chelsea is proud to be honoured with the Accessible Tourism Award with the Travel Industry Association of Ontario and the Humanitarian Award with the Hotel Association of Canada. Purpose The Guest Experience Manager is responsible for leading and enhancing all aspects of the guest journey, ensuring an exceptional and memorable experience from arrival to departure. This position provides strategic leadership and operational oversight for all front-of-house guest service functions, including Concierge, Door Team, Bell Services, Parking Attendants, Valet, Customer Care, and Telecommunications. The Guest Experience Manager is accountable for maintaining the highest standards of hospitality, professionalism, and service excellence while ensuring operational efficiency and seamless communication between departments. The role serves as a primary point of contact for guests, colleagues, and hotel leadership during assigned shifts and acts as the Manager on Duty, responding to guest concerns, operational challenges, and emergency situations in a professional and timely manner. Principal Responsibilities Leadership and Team Management
- Provide leadership, direction, and support to all Guest Experience team members, including Bell Desk, Door, Concierge, Garage Attendants, Valet, Customer Care, and Telecommunications teams.
- Foster a positive and engaging work environment through coaching, mentoring, and career development opportunities.
- Maintain an open-door policy and encourage open communication and collaboration.
- Participate in recruitment, interviewing, hiring, onboarding, and development of colleagues.
- Coordinate training and development programs for new and existing colleagues.
- Conduct Colleague Development Reviews in a timely manner and provide ongoing performance feedback.
- Address colleague relations matters, disputes, and performance concerns in accordance with hotel policies and collective agreements.
- Conduct monthly departmental meetings and communicate organizational priorities and initiatives. Guest Experience and Service Excellence
- Champion a culture of exceptional hospitality and personalized service throughout the hotel.
- Act as the Manager on Duty during assigned shifts.
- Meet and welcome VIP guests upon arrival and ensure personalized service experiences.
- Oversee daily VIP arrivals by inspecting guest rooms and coordinating with Housekeeping and Engineering to address deficiencies.
- Maintain a visible presence in the lobby and public areas to engage with guests and monitor service standards.
- Ensure all guests receive warm, professional, and personalized service at all times.
- Resolve guest complaints and service recovery situations promptly and effectively.
- Monitor guest satisfaction metrics and implement action plans to continuously improve the guest experience.
- Follow up with guests and colleagues in situations where service standards have not been met. Operational Management
- Oversee the day-to-day operations of all Guest Service departments during assigned shifts.
- Ensure all Guest Service departments operate efficiently and communicate effectively.
- Monitor staffing levels daily and ensure resources align with business demands, budget expectations, and service standards.
- Identify and follow up on maintenance concerns and cleanliness deficiencies.
- Work closely with Housekeeping, Engineering, Security, and Front Desk teams to maintain the highest standards of presentation and functionality.
- Ensure compliance with all hotel policies, procedures, and brand standards. Financial and Administrative Responsibilities
- Monitor labour costs and staffing productivity to achieve departmental financial objectives.
- Maintain accurate departmental rec