Guest Services Supervisor

Summary

Do you want to make a difference in the lives of those around you, be part of something bigger, and love where you work?

Join a community that values respect, integrity, inclusion, empathy, experimentation, and well-being. At Hyatt, diversity, equity, and inclusion are at the core of our purpose: _to care for people so they can be their best._

Recently renovated with striking architecture, art, and bespoke culinary experiences, Park Hyatt Toronto offers a sophisticated, approachable luxury with a distinct character highlighting our Yorkville location.

**Why should you work at the Park Hyatt Toronto?**
- Complimentary meal during shift
- Paid medical days and paid personal days
- Employer RRSP Matching Contributions
- Complimentary hotel nights and discounts at Hyatt properties around the world
- Extended Health and Dental benefits for you and your dependents 30 days after joining
- Tuition reimbursement program
- **2023 and 2024 Great Place to Work Certified**

**SUMMARY**

**About the Role -**Guest Services Supervisor**

As a Guest Services Supervisor at Park Hyatt Toronto, you will serve as a lobby and driveway ambassador, creating warm, personalized, and intuitive guest experiences that reflect Forbes 5-Star standards. You will lead by example, managing the Bell, Door, and Valet teams while overseeing the guest arrival and departure experience. As the first and last impression of the hotel, your role plays a vital part in shaping the overall guest journey.

With a strong presence in the lobby and drive way, you will ensure a polished and welcoming environment, anticipate guest needs, and handle any concerns with grace and professionalism. You will be responsible for upholding luxury service standards while fostering collaboration across departments to deliver seamless service.

**Some of the responsibilities include**:

- Act as a lobby and driveway ambassador, ensuring a warm and elegant guest experience from arrival to departure.
- Manage and support the Bell, Door, and Valet teams to ensure consistent, thoughtful service.
- Handle all guest interactions with the highest level of professionalism, discretion, and hospitality.
- Review daily arrivals to ensure proper handling of VIPs, returning guests, and group check-ins.
- Respond to guest inquiries and concerns with empathy, discretion, and a solutions-oriented approach.
- Maintain Forbes 5-Star service standards through name usage, anticipatory service, and genuine care.
- Ensure the lobby remains polished, calm, and reflective of Park Hyatt’s luxury image at all times.
- Collaborate with other departments to coordinate guest preferences and personalized touches.
- Demonstrate extensive knowledge of hotel amenities and local recommendations to enhance the guest stay.
- Display a reassuring presence and act in the absence of senior leadership during guest-related issues or emergencies.
- Support team morale and performance by leading with integrity, poise, and a guest-first mindset.

**Qualifications**:

- 1-2 years of guest services experience in a luxury hotel environment.
- Previous leadership or supervisory experience is preferred.
- Strong commitment to Forbes 5-Star service principles: authenticity, empathy, attention to detail, and graceful delivery.
- Excellent interpersonal and communication skills with a focus on intuitive service.
- Professional appearance and demeanor; confident in handling pressure and resolving concerns.
- Flexible availability, including evenings, weekends, and holidays.
- Valid full driver’s license is required.

Park Hyatt Toronto is dedicated to offering employment accommodation in compliance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for a job opportunity, please inform the Human Resources department if you require accommodations.