Service Associate Lead Host

About Shangri-La Toronto 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. Key Responsibilities Demonstrate a high level of integrity and provide a 5‑Star experience to Guests and Colleagues, delivering true Shangri‑La hospitality from a caring family. Interact with Colleagues as internal customers and strategic partners in delivering Shangri‑La hospitality according to brand service deliverables. Greet and seat guests in the Lobby, Lounge and Restaurant, acting as true service ambassadors who meet service expectations proactively, promptly, professionally with genuine care, attention to detail. Actively demonstrate teamwork, safe work practices, open communication, accuracy in transactions, respect, sincerity, helpfulness, courtesy and humility. Ensure compliance with 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. Assist with communication among the host team. Receive guest reservations, verify in‑house guests, maintain seating charts 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 the earliest and first point of customer contact; advise the Manager as appropriate and ultimately provide outstanding customer service. Update the guest database accurately and completely. 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 for the host team and work with management on consistently monitoring and managing the host team’s performance. Assist in developing the guest profiles and database by ensuring all hosts are trained on the system used and standards set for it. Assist in supervising colleagues during a particular shift to ensure guest satisfaction at all times through the provision of high‑quality Food and Beverage. Through personal presence, style and personality inspire a high level of warmth and professionalism among the host team, modeling a genuine personal commitment to service excellence and an emotional sense of gracious hospitality. Assist the Department Managers in leading the day‑to‑day operation through hands‑on personal involvement; provide input and implement strategies to manage productivity and labor effectively. Interact with guests to review and evaluate the 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 plans. Observe, coach and train on the floor to ensure operational standards are achieved and periodically checked. Oversee and implement new colleague training; ensure the new colleague is comfortable with a welcome kit, materials and task competency list. Maintain consistency of training with all new colleagues. Minimum 2 years of 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. #J-18808-Ljbffr