Guest Services Supervisor

Hyatt Hotels Corporation; Toronto; On-site; CAD 45,000 - 60,000; Full time

Job summary

Join Park Hyatt Toronto as a Guest Services Supervisor, where you will deliver personalized service and maintain Forbes 5-Star standards. Your role includes supervising front desk operations, guiding the guest services team, and ensuring a luxurious experience for every guest while leading by example in a vibrant and sophisticated environment.

Benefits

Complimentary meal during shift

Paid medical days and personal days

Employer RRSP Matching Contributions

Complimentary hotel nights and discounts

Extended Health and Dental benefits

Qualifications

• 1-2 years front office or guest services experience in luxury hotel.
• Experience in a supervisory or team leadership role is an asset.
• Commitment to Forbes 5-Star service principles.

Responsibilities

• Supervise front desk operations ensuring seamless guest experience.
• Respond to guest inquiries with professionalism and empathy.
• Assist with onboarding and training of guest service team members.

Skills

Interpersonal skills

Communication skills

Problem-solving

Attention to detail

Tools

Microsoft Office Suite

Property management systems

Job description

"When you work in Hawaii, in addition to learning about the functional aspects of running a hotel — like the proper way to make a bed or how to best handle luggage — it’s critically important to understand Hawaiian culture and the spirit of ‘ohana, or ‘family.’ When opening the first Andaz property in Hawaii, our team participated in Hawaiian culture training to help us understand what ‘ohana truly means. "

Do you want to make a difference in the lives of those around you, be part of something bigger, and love where you work?

Join a community that values respect, integrity, inclusion, empathy, experimentation, and well-being. At Hyatt, diversity, equity, and inclusion are at the core of our purpose: to care for people so they can be their best.

Recently renovated with striking architecture, art, and bespoke culinary experiences, Park Hyatt Toronto offers a sophisticated, approachable luxury with a distinct character highlighting our Yorkville location.

Why should you work at the Park Hyatt Toronto?

· Complimentary meal during shift

· Paid medical days and paid personal days

· Employer RRSP Matching Contributions

· Complimentary hotel nights and discounts at Hyatt properties around the world

· Extended Health and Dental benefits for you and your dependents 30 days after joining

· 2023 and 2024 Great Place to Work Certified

SUMMARY

About the Role– Guest Services Supervisor

As a Guest Services Supervisor at Park Hyatt Toronto, you will play a key role in delivering warm, personalized service that reflects Forbes 5-Star standards. You will support the daily operations of the Front Office, assist in leading the guest services team, and act as a service ambassador to ensure every guest experiences thoughtful, intuitive care from arrival to departure.

You will be an example of genuine hospitality, ensuring that each interaction meets or exceeds luxury service expectations. With a keen eye for detail, you will anticipate guest needs, resolve concerns proactively, and contribute to creating moments of delight.

Some of the responsibilities include:

· Supervise and support day-to-day front desk operations to ensure a seamless, elegant guest experience.

· Uphold and model Forbes 5-Star service standards in all guest interactions, emphasizing genuine care, name usage, and anticipatory service.

· Assist with guest arrivals and departures, ensuring personalized, prompt, and efficient service.

· Respond to guest inquiries, concerns, or complaints with professionalism, empathy, and ownership—resolving issues while exceeding expectations.

· Maintain a polished and welcoming lobby environment that reflects the luxury brand image.

· Assist with onboarding and ongoing training of guest service team members, reinforcing luxury service standards and Hyatt brand values.

· Monitor staffing levels during shifts and adjust as needed in collaboration with leadership.

· Demonstrate excellent product knowledge and confidently communicate hotel offerings and local recommendations.

· Ensure compliance with all safety, security, and emergency protocols while maintaining a calm, reassuring presence during any disruptions.

· Act as the front office lead in the absence of the Assistant Rooms Manager or Front Office Manager.

· Collaborate with Housekeeping, Concierge, and other departments to coordinate service excellence across touchpoints.

· Complete shift reports, ensure billing accuracy, and maintain key and cash control procedures.

Qualifications

· 1–2 years of front office or guest services experience in a luxury hotel environment.

· Previous supervisory experience or team leadership is an asset.

· Commitment to Forbes 5-Star service principles: authenticity, empathy, attention to detail, and graceful delivery.

· Strong interpersonal and communication skills with a passion for providing intuitive, personalized service.

· Proficiency in Microsoft Office Suite and experience with hotel property management systems (e.g., Opera) is preferred.

· Able to work a flexible schedule including evenings, weekends, and holidays.

· Professional appearance and demeanor, with the ability to remain calm under pressure and lead by example.

· Strong problem-solving skills and a proactive, guest-first mindset.

Park Hyatt Toronto is dedicated to offering employment accommodation in compliance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for a job opportunity, please inform the Human Resources department if you require accommodations.

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