Service Manager - Banquet Manager

Shangri-La Group; Toronto; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive benefits

Recognition programs

Stay/travel perks

Job summary

Shangri-La Toronto seeks an experienced Service Manager - Banquet Manager to lead the high-end Banquets team, ensuring exceptional 5-Star service in a luxury hotel setting.

You will manage guest relations, budgets, and staff development while upholding Shangri-La standards and brand practices. The role requires professional leadership, strong English communication, and a passion for fine dining.

Qualifications

• Minimum 2 years previous work experience in a similar capacity, ideally in a world-class luxury hotel brand.
• Smart Service certification is required.
• Degree/diploma in Food and Beverage/Hospitality Management is an asset but not mandatory.
• Must be eligible to work in Canada.
• Fluent English is essential.

Responsibilities

• Lead Banquets operations with a focus on 5-Star service standards.
• Manage Colleagues through coaching, training, scheduling, and performance feedback.
• Oversee budgets, labour, and costs to maximize GOP for Banquets.
• Maintain knowledge of wines and food trends relevant to fine dining.

Skills

Leadership

Guest service

Budgeting

Communication

Team coaching

Wine knowledge

Education

Degree in Hospitality Management

Smart Service certification

Tools

POS systems

MS Word/Excel

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 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 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.

As a Service Manager - Banquet Manager

Through consistent application of Shangri-La's Core Practices and effective hands-on management, leadership and direction, ensure the highest quality standards of the Banquets operations; maximizing the balance between Colleague, Guest and Owner satisfaction.

Key Responsibilities

• With high integrity, leads Colleagues in providing Shangri-La hospitality from caring people according to brand service deliverables, ensuring that guests experience the highest quality 5-Star service standards.
• Interact with guests to review and evaluate degree of satisfaction with the Banquets; recommend and implement new initiatives when necessary to keep up with demand and market changes; investigate and resolve beverage and food quality and service complaints, ultimately maximize profits through outstanding customer service.
• Through personal presence, style and personality, inspire a high level of warmth and professionalism amongst the Banquets team, modeling a genuine personal commitment to service excellence and an emotional sense of gracious hospitality.
• Participate in recruitment, effectively manage Colleagues by coaching, training, motivating, communicating, scheduling, recognizing, and providing feedback.
• Uphold high levels of team spirit and conduct with necessary performance correction.
• Ensure compliance towards all hotel policies, standards and Core Practices.
• Lead the daily business operations via hands-on personal involvement, oversee department budgets, provide input and implement strategies to effectively manage productivity, labour, food and beverage costs to maximize Banquets GOP.
• Maintain expert knowledge of wines, other beverages and up-to-date food trends and industry practices amongst local restaurants, lounges.
• Evaluate standards of cleanliness, maintenance and presentation plus safety of the Banquets operations through inspections and ensures areas of deficiency are resolved to achieve service expectations.
• Direct communication efforts within the department, ensuring effective communication amongst Colleagues, suppliers, attendance at meetings and ensures that reports are completed accurately, on-time.
• Establish an annual promotion and menu plan with the F&B management team, Events Management, including concepts for annual entertainment, festive season(s) and outlet operations.
• Maintain appropriate par levels for the department and adequate controls over labour costs, requisitions, purchase orders, receipt of goods and inventory.
• Undertake other ad hoc related responsibilities, as required.

About You

• Drives results - Passion for food and strives to exceed expectations for service excellence with demonstrated understanding of international fine dining, wine and service standards commensurate to high profile leading hotels.
• Customer Service Excellence - People focused and entirely guest focused.
• Detail oriented - Strong organization skills, ability to prioritize workload, multi-task in a calm manner, with exceptional attention to detail.
• Financial competency -Demonstrates knowledge of budgeting, forecasting, productivity analysis and labour costing, inventory management/controls techniques, Shangri-La operational elements, and operates within established hotel practices, policies and Core Practices.
• Communication - Excellent communication skills, 100% fluency in English with added ability to be an effective role model in standards of conduct and grooming.
• Innovation, creativity, decision making and problem solving.
• Proven innovator, responds promptly and reasonably when making decisions, ultimately ensuring successful problem resolution.
• Safety Focus - Demonstrates safe work practices and looks for ways to minimize workplace injuries.
• Exceptional leadership - Inspires employee commitment, loyalty and motivation through progressive workplace practices that foster teamwork, open communication, safety, respect, sincerity, helpfulness, courtesy and humility.
• Coaches and mentors - Fosters a climate of continuous learning, growth and improvement, with a strong commitment to the career development of others.
• Emotional maturity - Internally proud, outwardly gracious and humble with demonstrated ability to maintain professional composure under pressure.
• Ethical conduct and responsibility - Sets a positive example and fulfills responsibilities with the highest integrity, ethics and professionalism.
• Technology proficiency - Operates and maintains all departmental equipment, fully competent with POS, current Windows based programs (Word, Excel, MS Outlook).
• Previous fine dining or luxury level service knowledge and training is essential.
• Minimum 2 years previous work experience in a similar capacity, ideally in a world-class luxury hotel brand.
• Degree/diploma in Food and Beverage/Hospitality Management is an asset but not mandatory
• Smart Service certification 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.