Service Associate - Front Office

Service Associate – Front Office (Shangri-La Toronto)

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 Toronto, Shangri-La Toronto is an elegant sanctuary nestled between the bustling business and entertainment districts.

As a Service Associate – Front Office, you will apply the core practices of Shangri-La hospitality to create a 5‑Star experience for guests, balancing colleague, guest, and owner satisfaction.

• Demonstrate a high level of integrity and provide a 5‑Star experience to Guests and Colleagues.
• Rotate between shifts in Front Office, Service Centre, handling guest arrival and departures, guest telephone inquiries and in‑house shopping purchases.
• Ensure compliance to all hotel policies, standards and core practices.
• Maintain positive internal and external relationships and familiarity with local venues, attractions, restaurants, events and Shangri-La hospitality standards.
• Meet service expectations proactively, promptly, professionally, with genuine care and attention to detail.
• Actively demonstrate teamwork, safe work practices, open communication, accuracy in transactions, respect, sincerity, helpfulness, courtesy and humility.
• Welcome guests at airport and communicate effectively with the hotel.
• Perform check‑in and escort guests to their rooms in accordance with core practices.
• Perform cashier duties and check‑out procedures.
• Take part in the room inspection process.
• Ensure that all requests are prepared prior to guest arrival.
• Assist in handling of guest complaints and ensure that proper follow‑up takes place.
• Undertake other ad‑hoc related responsibilities, as required.

• Warm, friendly and sincere presence with a drive for service excellence.
• Detail‑oriented and capable of managing a multi‑tasking environment.
• Familiarity with 5‑Star expectations for Front Desk, Reservations and Service Center procedures, systems and protocol.
• Ability to learn and follow Shangri-La deliverables, service standards, programs, policies and procedures.
• 100 % English language proficiency; other languages are useful.
• Sound decision making and problem‑solving skills.
• Emotionally mature, ethically and professionally conduct with highest integrity.
• Technology proficiency with Opera, Microsoft programs (Word, PowerPoint, Excel), Reservations system and PDA technology.
• Minimum 2 years of previous work experience in a similar capacity within an international world‑class hotel of 4 stars or greater.
• Previous Shangri-La Hotels & Resorts experience an asset.
• Flexible schedule and availability on weekdays, weekends and/or holidays.
• Must be eligible to work in Canada.

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

• Seniority level:
  Entry level
• Employment type:
  
  Full‑time
• Job function:
  Management and Customer Service
• Industries:
  Hospitality, Travel Arrangements, Food and Beverage Services

Location:

Toronto, Ontario, Canada – Salary: CA $60,000.00–CA $70,000.00

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. 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.