Front Office Agent (Overnight)

Make the most positive impact on guest experiences throughout all aspects of their stay, maximizing Associate, Guest and Owner satisfaction.

• Welcome guests at airport and communicate effectively with the hotel.
• Assist in handling of guest complaints and ensure that proper follow up takes place.
• As true Service Associates, meet service expectations proactively, promptly, professionally, with genuine care to attention and detail.
• Perform check-in and escort guests to their rooms in accordance with core practices.
• Demonstrate a high degree of identity and strives to provide a 5 diamond/5 star experience to guests, providing Shangri-La hospitality from caring people.
• Actively demonstrate teamwork, safe work practices, open communication, accuracy in transactions, respect, sincerity, helpfulness, courtesy and humility.
• Handle guest arrival and departures, guest telephone inquiries and in-house shopping purchases.
• Perform cashier duties and check-out procedures.
• Undertake other ad hoc related responsibilities, as required.
• Take part in room inspection process.
• Maintain positive internal and external relationships, familiarity with local venues, attractions, restaurants, events, and Shangri-La hospitality standards.
• Ensure that all requests are prepared prior to guest arrival.
• Ensure compliance to all hotel policies, standards and core practices.

The Following Is Considered Mandatory For This Position

• Ethical and professional conduct - Fulfills responsibilities with highest integrity.
• Problem solving - Adept at juggling multiple needs, calmly, respectfully, creatively and successfully resolve problems, as required.
• Operational Competence - Familiarity with/ability to learn and follow Shangri-La deliverables, Shangri-La Toronto service standards, programs, policies and procedures.
• Decision making - Able to prioritize, making prompt and reasonable decisions.
• Communication - 100% English language proficiency, other languages useful.
• Functional Knowledge - Familiarity with 5 star expectations for Front Desk, Reservations and Service Center procedures, systems and protocol.
• Technology proficiency- Fully competent in all systems used within department, including Windows based programs and PDA technology.
• Detail oriented - Care and attention to details in a multi-tasking environment.
• Emotional maturity - Interacts with others in a respectful manner, with demonstrated qualities of sincerity, helpfulness, courtesy and humility.
• Service Excellence - Genuinely warm presence, friendly, sincere nature, drive for service excellence, internally proud, outwardly gracious and humble.

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.

• Must have valid Canadian work permit to be eligible.
• Minimum 2 years previous work experience in a similar capacity within an international world-class hotel of 4 stars or greater.
• Required to work evenings, overnights, weekends, and/or holidays.
• Previous Shangri-La Hotels and Resorts experience an asset.