Service Associate - Reservations Agent

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.

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 nearby, guests enjoy unparalleled access to Toronto's vibrant offerings.

As a Service Associate – Reservations, you will use creativity, personal commitment, and an emotional sense of true hospitality to positively impact guest experiences throughout their reservation process and stay, maximizing Colleague, Guest and Owner satisfaction.

• Demonstrates a high level of integrity, provides a 5‑Star experience to Guests and sets a positive example for Colleagues in providing true Shangri-La hospitality from the heart.
• Maintain positive internal and external relationships, familiarity with local venues, attractions, restaurants, events, and Shangri-La hospitality standards.
• As a true service Ambassador, 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.
• Handle incoming reservations calls.
• Works with Service Centre in assisting with general calls from external and internal guests.
• Provide accurate occupancy forecasts, implement yield management procedures, monitor availability dates, close‑out unavailable dates, close individual room and rate categories to maximize the average rate.
• Compile and distribute relevant reports to appropriate departments as required, and ensure follow‑through with all revisions, cancellations, special requests for group bookings and individual reservations.
• Ensure compliance to all hotel policies, standards and core practices.
• Take full charge of the arrival report and its accuracy.
• Ensure effective and efficient reservation and distribution, loading of group, negotiated and promotion rates, and works closely with the Sales team.
• Ensure that shop call scores are high for higher conversion rate by training GHAS effectively.
• Ensure all calls, e‑mails, faxes and any other duties related to reservations and distribution are answered and resolved in a timely fashion.
• Maintain and update guest profiles, ensuring all guest information is up‑to‑date and correct, under guidance and supervision of Central Reservations Manager.
• Responsible for the FFP program, running daily and monthly reports, and maintaining the integrity of the mileage credit data, under guidance and supervision of the Central Reservations Manager.
• Undertake other ad‑hoc related responsibilities as required.

• Service Excellence – Genuinely warm presence especially over the telephone, friendly, sincere and outgoing nature, leading by positive example to strive for service excellence. Adhere to FORBES standards to keep overall quality scores high.
• Analytical and detail‑oriented – Highly organized with exceptional attention to detail.
• Functional expertise – Familiarity with Shangri‑La operational elements, and operates within established core practices, policies and procedures.
• Financial acumen – Demonstrates financial acumen, including metrics, financial analysis, understanding of financial models and analytical tools.
• Communication – 100 % fluency in English, both verbal and written.
• Decision‑making and problem‑solving – Responds promptly and reasonably when making decisions, ultimately ensuring successful problem resolution.
• Emotional maturity – Internally proud, outwardly gracious and humble.
• Ethical conduct and responsibility – Sets a positive example and fulfills responsibilities with the highest integrity, ethics and professionalism.
• Technology proficiency – Fully competent with current Windows‑based programs, MS Office Products (Word, Excel, Access, Outlook, PowerPoint, Project), hotel reservation systems, sales contact management systems, e‑travel market (internet and third‑party sites) and property management…