Service Associate - Host (173999)

Shangri-La Toronto

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.

Shangri-La Toronto

As a Service Associate – Host, with creativity, personal commitment and an emotional sense of true hospitality, make the most positive impact on guest experiences in the Restaurant through consistent application of Shangri-La's core practices; maximizing 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.
• Interact with Colleagues as internal customers, strategic partners in delivering Shangri-La hospitality from caring people according to brand service deliverables.
• As a true service Ambassador, meet service expectations proactively, promptly, professionally, with genuine care to attention, detail and efficiency.
• Actively demonstrate teamwork, safe work practices, open communication, accuracy in transactions, respect, sincerity, helpfulness, courtesy and humility.
• As part of the Food & Beverage team, ensures quality service to guests with emphasis on cleanliness, efficiency, accuracy, professionalism and courtesy at all times.
• Maintain positive internal and external relationships, familiarity with local venues, attractions, restaurants, events, and Shangri-La hospitality standards.
• Receive guest reservations, verify in-house guests, maintain seating chart and attend to other service needs, as appropriate.
• Advise colleagues of guest special occasions, unique celebrations, concerns for allergies or other service needs which require special attention, once known.
• Resolve food or beverage quality and service complaints at earliest and first point of customer contact, advising the Manager, as appropriate and ultimately providing outstanding customer service.
• Respond to guest inquiries promptly with a sense of guest satisfaction.
• Update the customer database in a complete and accurate way.
• Provide assistance to other F&B colleagues when needed.
• Undertake other ad hoc related responsibilities, as required.

About you:

• Functional knowledge – Passion for food and strives to exceed expectations for service excellence with demonstrated understanding of international fine dining, wine, beverage and service standards commensurate of the leading hotels in the world.
• Customer Service Excellence – Exceptional service style, genuinely warm presence, friendly, sincere nature, drive for service excellence, internally proud, outwardly gracious and humble.
• Communication – Excellent communication and social skills, 100% fluency in English with impeccable standards of hygiene and grooming.
• Safety Focus – Demonstrates safe work practices and looks for ways to minimize workplace injuries
• Decision making – Able to prioritize, making prompt, fair 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 – Operates and maintains all departmental equipment, fully competent with POS and Reservations systems (OpenTable).
• Minimum 2 years previous work experience in a similar capacity, ideally in a world-class luxury hotel brand.
• Previous fine dining or luxury level service knowledge and training an asset.
• Flexibility in schedule and availability on weekdays, weekends and/or holidays is required.
• Current Smart Serve certification.
• 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.
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.