Service Associate - Concierge

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.

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 – Concierge, with creativity, personal commitment and an emotional sense of true hospitality provide exceptional, personalized assistance and attention, facilitate arrangements on behalf of the guest; maximizing the balance between Colleague, Guest and Owner satisfaction.

• 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.
• Ensure compliance to all hotel policies, standards and core practices.
• Maintain expertise on and contacts with local venues, attractions, restaurants, tourism events and local counterparts.
• Interact with guests to provide information, assist with personal events, arrangements, bookings, tickets and reservations.
• As a true Service Associate, meet service expectations proactively, promptly, graciously and professionally, with genuine care and attention to detail.
• Actively demonstrate teamwork, safe work practices, open communication, accuracy in transactions, respect, sincerity, helpfulness, courtesy and humility.
• Assist with Front Desk overflow by checking in/out guests.
• Undertake other ad hoc related responsibilities, as required.

• 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 – Able to prioritize, making prompt and reasonable decisions.
• Problem solving – Adept at juggling multiple needs, calmly, respectfully, creatively and successfully resolve problems, as required.
• Emotional maturity – Interacts with others in a respectful manner, with demonstrated qualities of sincerity, helpfulness, courtesy and humility.
• Ethical and professional conduct – Fulfills responsibilities with highest integrity.
• Technology proficiency – Fully competent in all systems used within department, including Opera, Alice platforms, Microsoft based programs (Word, PowerPoint, Excel), Reservations system and PDA technology.

• 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.

We appreciate your interest in joining us. Please note that only successful candidates will be contacted.

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.