Service Leader - Front Office

Shangri-La Group; Toronto; On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive benefits

Recognition programs

Stay/travel perks

Job summary

Shangri-La Toronto is seeking a Service Leader – Front Office to support the Front Office Manager and supervise teams across Front Office, F&B, Maintenance and Security. You will ensure high-quality practices, guest satisfaction and smooth nightly operations in a luxury hotel environment.

The role requires strong leadership, service excellence, and a deep knowledge of Shangri-La standards, with a flexible schedule and eligibility to work in Canada.

Qualifications

• Minimum 2 years experience in a similar Front Office leadership role.
• Degree or diploma in Hospitality Management.
• Eligible to work in Canada.
• Flexible schedule including weekdays, weekends and/or holidays.

Responsibilities

• Oversee Front Office, F&B, Maintenance and Security during nighttime operations.
• Ensure a 5-Star guest experience and adherence to Shangri-La service standards.
• Coach, train, organize, motivate, communicate and recognize colleagues.
• Balance Front Office accounts receivable and complete required reports.
• Represent the face of Shangri-La Toronto and foster guest loyalty.

Skills

Leadership

Customer Service

Decision Making

Supervisory Skills

Communication

Opera

MS Office

Reservations System

PDA Technology

Work Eligibility Canada

Education

Hospitality Management degree

Tools

Opera PMS

Microsoft Office (Word, PowerPoint, Excel)

Reservations System

PDA technology

Job description

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

Service Leader – Front Office

Assists the Front Office Manager, ensuring efficient, effective, and cohesive flow of activities that create excellent guest experiences through personal presence and supervision of colleagues working in Front Office, F&B, Maintenance and Security. Ensures application of core quality practices, maximizing Colleague, Guest and Owner satisfaction.

Key Responsibilities

• Demonstrates a high deal of integrity, provide a 5-Star experience to Guests and Colleagues in providing true Shangri-La hospitality from a caring family.
• Inspires a high level of creativity, personal commitment to service excellence and a sense of genuine care.
• Supervises Colleagues and effectively coach, train, organize, motivate, communicate and recognize, as fitting.
• Works in conjunction with Colleagues and maintain hands‑on involvement in all aspects of the nighttime operation, assists where the need is greatest and as required.
• Manage and maintain a secure Hotel environment.
• Be fully versed with statutory, fire, legal, health and safety procedures and take control in the event of a crisis.
• Ensures compliance to all hotel policies, standards and core practices.
• Responsible for the financial aspects of the hotel and oversees the accounts receivables.
• Ensures that all requested reports are completed and submitted punctually and accurately.
• Balances Front Office credit cards and ascertains proper settlement.
• Involved in up‑selling strategies and walk‑in strategies at the Front Desk.
• Builds positive relationships and maintain familiarity with local venues, attractions, restaurants, events, and expertise on Shangri-La hospitality standards.
• As a true service Ambassador, represent the “face of Shangri-La Toronto,” and interact with guests to meet service expectations proactively and build customer loyalty through recognition.
• Handles guest complaints and perform “Duty Manager” responsibilities.
• Works closely with Housekeeping, Food and Beverage and all other departments involved during nighttime including outside contractors.
• Displays positive & passionate attitude towards accomplishment of departmental goals and achievements.
• Encourages open communication channels amongst the team.
• Utilizes available technology and equipment to maximize business solutions and opportunities.
• Maintains a high level of productivity & cost efficiency within the department.
• Is conversant with Front Office Procedures, ensuring that all accounting processes are followed at all times.
• Consistently finds opportunities to improve or upgrade our standards and “Overall Stay Experience” scores for the department and the Hotel.
• Reviews guest profiles and ensures special requests are highlighted to all relevant departments for the required follow‑up.
• Undertakes other ad‑hoc related responsibilities, as required.

About You

• Service Excellence – Genuinely warm presence, friendly, sincere and outgoing nature, leading by positive example to strive for service excellence and warm hospitality.
• Detail oriented – Strong organization, multitasking and time management skills.
• Operational expertise – Demonstrates strong knowledge of Shangri-La service deliverables, Shangri-La Toronto service standards, programs, policies and procedures.
• Decision making – Prompt, sound, reasonable and clear decision making.
• Problem solving – adept at juggling multiple needs, collaboration within strong network of contacts to creatively and successfully resolve problems.
• Strong leadership – Inspires employee commitment, loyalty and motivation through progressive supervisory practices that foster teamwork, safety, open communication, respect, sincerity, helpfulness, courtesy & humility.
• Coaches and mentors – Fosters a climate of continuous learning and growth.
• 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 or service organizations.
• Degree or diploma in Hospitality Management (completed or in‑progress).
• 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.

Equal Opportunity Statement

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.