Guest Services Representative (Full-Time)

SoHo Hotel Toronto; Toronto; On-site; CAD 38,000 - 46,000; Full time

Benefits offered by this job

Employee social events

Discounted on-site parking

Meal allowances

Job summary

The SoHo Hotel Toronto seeks a Guest Services Representative to warmly welcome guests, ensure smooth check-in/check-out, and address needs with professionalism. You will work with the Front Office team to deliver extraordinary service in a luxury setting.

Responsibilities include handling guest inquiries, supporting VIP experiences, upselling suites, and maintaining high standards of confidentiality and safety. Prior hotel experience is preferred.

Qualifications

• Previous hotel or hospitality education required.
• Flexible availability including mornings, evenings, weekends, and holidays.
• Strong customer service and communication skills, both verbal and written.
• Ability to work independently with minimal supervision.
• Excellent organizational and time-management skills.
• Experience with Opera Cloud/PMS is preferred.
• Multilingual abilities are an asset.

Responsibilities

• Provide warm, personalized welcome and seamless check-in/out.
• Serve as primary guest contact for needs; resolve concerns promptly.
• Oversee VIP guest experience and promote upselling of suites.
• Coordinate with Front Desk, Concierge, Night Audit, and other departments.
• Maintain communication with management about guest feedback.
• Ensure safety and security during shifts.
• Cover various shifts including Front Desk, Concierge, and Night Audit.
• Adhere to hotel policies and confidentiality standards.

Skills

Guest service excellence

Communication skills

Problem solving

Independent work

Organizational skills

Multilingual

Education

Hospitality education

Customer service training

Tools

Opera Cloud

Opera PMS

Job description

ABOUT THE SOHO

The luxury of space is central to the promise of an unrivaled experience at SoHo Hotel Toronto.

The SoHo Hotel Toronto, a member of Preferred Hotels and Resorts, is the most sought-after luxury hotel in the City of Toronto. We achieve this by offering our guests an unparalleled hotel experience in a unique and stylish environment.

We pride ourselves in offering some of the largest and most spacious hotel rooms and suites in Downtown Toronto. Every aspect and detail of SoHo Hotel Toronto’s accommodations have been fashioned for our guests’ comfort and pleasure, from exquisitely comfortable furnishings and state-of-the-art technologies to the stunning views and second-to-none amenities and services.

The SoHo Hotel Toronto offers 89 redesigned rooms and suites featuring an 80 sq. ft. dressing area, marble bathrooms, and heated floors provide a space for guests to relax, rejuvenate, work or to celebrate a special occasion. Our rooms and suites are double the size of other luxury hotels in Downtown Toronto.

The SoHo Residences Apartment Hotels Toronto, Ottawa Lisgar, and Ottawa Champagne consist of luxurious apartment units for comfort and practicality, perfect for extended-stay and with unlimited experiences right outside their doorstep.

THE SOHO CULTURE

As a luxury boutique hotel and residences, our commitment is to support our employees with opportunities and empowerment. We provide diversity and welcomes culture from all background and experience. We are a growing and dynamic team that collaborates with each other in order to achieve continued growth and success.

Our company 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

We welcome you to be part of our close-knit yet connected team of the SoHo family.

THE POSITION

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. Your mission is to enhance each guest’s stay, creating a positive impression that embodies the luxury and elegance of The SoHo Hotel & Residences.

This position reports directly to the Assistant Front Office Manager and the Director of Operations, collaborating with the Front Desk team, Concierge, Night Auditors, and other hotel departments.

As the Guest Services Representative, your duties and responsibilities include:

• Providing a warm, personalized greeting to every guest upon arrival and departure, embodying our luxury service standards.
• 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 educate 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.

Qualifications & Requirements

• 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.

Physical Requirements

Must be able to stand for extended periods.

Able to lift up to 50 lbs.

Compensation & Benefits

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

Vacancy Notice

This job posting is intended to fill a current vacancy at SoHo Hotel Toronto. Applications will be considered only for this position and will not be retained for future opportunities unless the applicant provides consent or applies for another position.

AI Disclosure Statement

Every application received by SoHo Hotel Toronto is reviewed by a member of our Human Resources team. We do not use artificial intelligence (AI) to automatically screen or rank applicants for interview selection.

AI tools may be used on a limited basis to support administrative tasks such as drafting recruitment materials or summarizing interview notes. All hiring decisions are made by qualified employees based on the candidate's qualifications, experience, and overall suitability for the role.

Equal Opportunity Employer

SoHo Hotel Toronto is committed to fostering an inclusive and respectful workplace. We welcome applications from individuals of all backgrounds and are committed to providing equal employment opportunities in accordance with applicable human rights legislation.

Accommodation

Accommodation is available upon request for candidates participating in all stages of the recruitment process. Please notify Human Resources if you require accommodation.