Guest Services Representative

Guest Services Representative (Full-Time)

Apply now for the Guest Services Representative (Full-Time) role at SoHo Hotel Toronto.

SoHo Hotel Toronto is a luxury boutique hotel and residences in downtown Toronto. We offer some of the largest, most spacious rooms and suites, with marble bathrooms, heated floors, and 80 sq. ft. dressing areas. The hotel features an 80‑sq‑ft dressing area, marble bathrooms, and heated floors to provide a space for guests to relax, rejuvenate, work, or celebrate a special occasion.

Our culture is to take care of our team, our guests, and the community.

• Service – we believe hospitality is an art
• Ownership – we pride ourselves on accountability
• Honor – we respect all guests, team members and the community
• Originality – we celebrate and encourage authenticity

As a Guest Services Representative, you will provide a warm, genuine welcome to every guest while ensuring seamless check‑in and check‑out processes. You will serve as the primary point of contact for guest needs, resolving concerns promptly and professionally.

• Providing a warm, personalized greeting to every guest upon arrival and departure
• Expediting smooth check‑ins and check‑outs, assigning rooms per guest preferences while ensuring operational efficiency
• Addressing guest inquiries, complaints, and comments promptly and professionally, ensuring timely follow‑ups with managers and co‑workers
• Overseeing the VIP guest experience, ensuring flawless arrivals and departures
• Anticipating guest needs, offering personalized recommendations and assistance to maximize satisfaction
• Promoting hotel suites through effective upselling techniques and educating guests on Preferred Hotels membership benefits
• Delivering exceptional customer service consistently, creating a positive and memorable guest experience
• Maintaining effective communication with management, department heads, and team members regarding guest feedback and operational updates
• Monitoring the safety and security of guests, team members, and hotel property, taking ownership of hotel operations during shifts
• Adhering to hotel policies, procedures, and the highest standards of confidentiality and professionalism
• Occasionally covering various shifts, including Front Desk, Concierge, and Night Audit coverage
• Other responsibilities and tasks as assigned to ensure the smooth operation of the hotel

• Prior hotel experience or hospitality education is required
• Flexible availability to work mornings, evenings, weekends, and holidays
• Outstanding customer service and communication skills, both verbal and written
• Strong problem‑solving abilities, with a solution‑driven approach
• Ability to work independently with minimal supervision
• Exceptional organizational and time‑management skills
• Team player with excellent interpersonal and collaborative skills
• Experience with Opera Cloud, Opera PMS, or similar systems
• Fluency in multiple languages is an asset
• Professional, polished demeanor and enthusiasm for luxury hospitality
• Keen attention to detail and ability to multitask effectively
• Positive attitude with a commitment to upholding The SoHo Hotel’s standards of excellence

• Must be able to stand for extended periods
• Able to lift up to 50 lbs

• Employee social events
• Discounted on‑site parking
• Meal allowances (restrictions apply)

The SoHo Hotel Toronto is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Our company has an accommodation process in place for applicants with disabilities in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA).

Accommodation is available upon request at all stages of the recruitment and selection process.