Service Associate - Front Office

Shangri-La Group; Toronto; On-site; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive benefits

Stay/Travel perks

Learning & development

Job summary

Shangri-La Toronto is seeking a Service Associate – Front Office to deliver warm, 5-star hospitality through check-ins, guest inquiries, and attentive service. You will rotate across Front Office, Service Centre, and related duties, ensuring a seamless guest experience in a luxury hotel environment.

The ideal candidate has at least 2 years in an international hotel, strong English, and comfort with Opera and Microsoft Office.

Qualifications

• Minimum 2 years previous work experience in a similar Front Office role.
• Genuine passion for hospitality and guest service.
• Excellent verbal and written English communication skills.

Responsibilities

• Check-in/check-out guests and escort to rooms.
• Handle guest inquiries and in-house shopping requests.
• Maintain relationships with guests and colleagues, ensuring service standards.
• Operate Front Desk, Reservations, and Service Centre procedures.

Skills

Service Excellence

Detail oriented

English Proficiency

Teamwork

Problem solving

Education

High School Diploma

Tools

Opera

Microsoft Office

PDA

Job description

Find Your Shangri-La in Shangri-La.

Shangri-La has been creating joyful moments through heartfelt hospitality since 1971 – and that spirit continues to guide us today.

Shangri-La Toronto

Find Your Shangri-La in Shangri-La.

As we look ahead to new horizons, we invite you to be part of our growing Shangri-La family and make a meaningful impact in the world – through joy, shared purpose, and our Asian art of hosting.

Located in the heart of the city, Shangri-La Toronto is an elegant sanctuary, nestled between the bustling business and entertainment districts. With the city’s best shopping, sports, live theatre, and cultural venues in proximity, guests enjoy unparalleled access to Toronto's vibrant offerings.

As a Service Associate – Front Office

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.

Key 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.

About You

• 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.
• 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.

Why Join Us

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

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.

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.