Service Associate

Shangri-La Toronto

Find Your Shangri-La in Shangri-La.

Shangri-La has been creating joyful moments through heartfelt hospitality since 1971 – and that spirit continues to guide us today.
As we look ahead to new horizons, we invite you to be part of our growing Shangri-La family and make a meaningful impact in the world – through joy, shared purpose, and our Asian art of hosting.

Located in the heart of the city, Shangri-La Toronto is an elegant sanctuary, nestled between the bustling business and entertainment districts. With the city's best shopping, sports, live theatre, and cultural venues in proximity, guests enjoy unparalleled access to Toronto's vibrant offerings. 

Shangri-La Toronto

As a Service Associate – Lead Host, with creativity, personal commitment and an emotional sense of true hospitality, make the most positive impact on guest experiences in the Restaurant through consistent application of Shangri-La's core practices; maximizing Colleague, Guest and Owner satisfaction.

Key Responsibilities:

Demonstrate a high level of integrity, provide a 5-Star experience to Guests and Colleagues in providing true Shangri-La hospitality from a caring family.Interact with Colleagues as internal customers, strategic partners in delivering Shangri-La hospitality from caring people according to brand service deliverables.Greet and seat guests in the Lobby Lounge and Restaurant, and as true service Ambassadors, meet service expectations proactively, promptly, professionally, with genuine care to attention and detailActively demonstrate teamwork, safe work practices, open communication, accuracy in transactions, respect, sincerity, helpfulness, courtesy and humilityEnsure 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 standardsAssist with communication amongst the host teamReceive 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 knownResolve 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 guest 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.

About you:

Assist in implementing service standards set for the host team and work with management on consistently monitoring and assisting in managing the host team's performanceAssist in developing the guest profiles and database by ensuring all hosts are trained on the system used and standards set for itAssist in supervising colleagues during a particular shift, ensuring guest satisfaction at all times, through the provision of high quality Food and BeverageThrough personal presence, style and personality, inspire a high level of warmth and professionalism amongst the host team, modeling a genuine personal commitment to service excellence and an emotional sense of gracious hospitalityAssist the Department Managers in leading the day-to-day operation through hands-on personal involvement, provide input and implement strategies to effectively manage productivity and labor.Interact with guests to review and evaluate degree of satisfaction with the F&B outlets; recommend and implement new initiatives when necessary to keep up with demand and market changes; investigate and resolve beverage or food quality and service complaints.Embody Shangri-La Core Values and Experience Standards as the Department's Shang Experience Ambassador.Coordinate and conduct technical skills, service and product knowledge training with all hostess Colleagues.Assist in identifying departmental training needs for monthly training plansObserve, coach and train on the floor to ensure operation standards are achieved and periodically checked to ensure standards are maintained.Oversee and implement new colleague training; ensuring that the new colleague is comfortable with a welcome kit materials and task competency listEnsure consistency of training with all new colleagues.Minimum 2 years previous work experience in a similar capacity, ideally in a world-class luxury hotel brand.Previous fine dining or luxury level service knowledge and training an asset.Flexibility in schedule and availability on weekdays, weekends and/or holidays is required.Current Smart Serve certification.Must be eligible to work in Canada.

Why Join Us

A workplace that values your passion and supports self-realization and personal growth.Structured learning and development pathways with real opportunities to advance your professional craft and leadership skills.Competitive benefits, recognition programs, and colleague stay/travel perks that reward your contribution and dedication.Teams that promote inclusion and respect, value diversity, and foster a secure environment where everyone can thrive.

We are an equal opportunity employer. Applications from all qualified candidates are welcomed. All information provided by applicants will be treated in and used only for recruitment purposes.
We appreciate your interest in joining us. Please note that only successful candidates will be contacted.

Shangri-La Toronto is compliant with its obligations under the Accessibility for Ontarians with Disabilities Act, 2005, and will provide reasonable accommodation in the application and interview process for this position upon request. 

---