Service Associate - Front Office

Part-Time

With creativity, personal commitment and an emotional sense of true hospitality, make the most positive impact on guest experiences through consistent application of Shangri-La’s core practices throughout all aspects of their stay; maximizing the balance between Colleague, Guest and Owner satisfaction.

Primary 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. 
• 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, familiarity with local venues, attractions, restaurants, events, and Shangri-La hospitality standards.
• As true Service Associates, meet 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.
• 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 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.

The following is considered mandatory for this position:

• Service Excellence – Genuinely warm presence, friendly, sincere nature, drive for service excellence, internally proud, outwardly gracious and humble.
• Detail oriented – Care and attention to details in a multi-tasking environment.
• Functional Knowledge – Familiarity with 5-Star expectations for Front Desk, Reservations and Service Center procedures, systems and protocol.
• Operational Competence – Familiarity with/ability to learn and follow Shangri-La deliverables, Shangri-La Toronto service standards, programs, policies and procedures.
• Communication – 100% English language proficiency, other languages useful.
• Decision making and problem solving– Responds promptly, exercising sound and reasonable judgment, ultimately ensuring successful problem resolution, as required.
• Emotional maturity– Internally proud, outwardly gracious and humble.
• Ethical and professional conduct– Fulfills responsibilities with highest integrity.
• Technology proficiency – Fully competent in all systems used within department, including Opera, Microsoft based programs (Word, PowerPoint, Excel), Reservations system and PDA technology.

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.

Other Requirements:

• Minimum 2 years previous work experience in a similar capacity within an international world-class hotel of 4 stars or greater.
• Previous Shangri-La Hotels and Resorts experience an asset.
• Flexibility in schedule and availability on weekdays, weekends and/or holidays is required.
• Must be eligible to work in Canada.