Guest Services Representative (Full-Time) Toronto, ON

ABOUT THE SOHO

The luxury of space is central to the promise of an unrivaled experience at SoHo Hotel Toronto.

The SoHo Hotel Toronto, a member of Preferred Hotels and Resorts, is the most sought-after luxury hotel in the City of Toronto. We achieve this by offering our guests an unprecedented hotel experience in a unique and stylish environment.

We pride ourselves in offering some of the largest and most spacious hotel rooms and suites in Downtown Toronto. Every aspect and detail of SoHo Hotel Toronto’s accommodations have been fashioned for our guests’ comfort and pleasure, from exquisitely comfortable furnishings and state-of-the-art technologies to the stunning views and second-to-none amenities and services.

The SoHo Hotel Toronto offers 89 redesigned rooms and suites featuring an 80 sq. ft. dressing area, marble bathrooms, and heated floors to provide a space for guests to relax, rejuvenate, work or celebrate a special occasion. Our rooms and suites are double the size of other luxury hotels in Downtown Toronto.

The SoHo Residences Apartment Hotels Toronto, Ottawa Lisgar, and Ottawa Champagne consist of luxurious apartment units for comfort and practicality, perfect for extended-stay and with unlimited experiences right outside their doorstep.

THE SOHO CULTURE

As a luxury boutique hotel and residences, our commitment is to support our employees with opportunities and empowerment. We provide diversity and welcome culture from all backgrounds and experience. We are a growing and dynamic team that collaborates with each other in order to achieve continued growth and success.

Our company culture is to take care of our team, our guests, and the community.

Service – we believe hospitality is an art

Ownership – we pride ourselves on accountability

Honor – we respect all guests, team members and the community

Originality – we celebrate and encourage authenticity

We welcome you to be part of our close-knit yet connected team of the SoHo family.

THE POSITION

As a Guest Services Representative, you will provide a warm, genuine welcome to every guest while ensuring seamless check-in and check-out processes. You will serve as the primary point of contact for guest needs, resolving concerns promptly and professionally. Your mission is to enhance each guest’s stay, creating a positive impression that embodies the luxury and elegance of The SoHo Hotel & Residences.

This position reports directly to the Assistant Front Office Manager and the Director of Operations, collaborating with the Front Desk team, Concierge, Night Auditors, and other hotel departments.

RESPONSIBILITIES

• Providing a warm, personalized greeting to every guest upon arrival and departure, embodying our luxury service standards.
• Expediting smooth check-ins and check-outs, assigning rooms per guest preferences while ensuring operational efficiency.
• Addressing guest inquiries, complaints, and comments promptly and professionally, ensuring timely follow-ups with managers and co-workers.
• Overseeing the VIP guest experience, ensuring flawless arrivals and departures.
• Anticipating guest needs, offering personalized recommendations and assistance to maximize satisfaction.
• Promoting hotel suites through effective upselling techniques and educating guests on Preferred Hotels membership benefits.
• Delivering exceptional customer service consistently, creating a positive and memorable guest experience.
• Maintaining effective communication with management, department heads, and team members regarding guest feedback and operational updates.
• Monitoring the safety and security of guests, team members, and hotel property, taking ownership of hotel operations during shifts.
• Adhering to hotel policies, procedures, and the highest standards of confidentiality and professionalism.
• Occasionally covering various shifts, including Front Desk, Concierge, and Night Audit coverage.
• Other responsibilities and tasks as assigned to ensure the smooth operation of the hotel.

QUALIFICATIONS & REQUIREMENTS

• Prior hotel experience or hospitality education is required.
• Flexible availability to work mornings, evenings, weekends, and holidays.
• Outstanding customer service and communication skills, both verbal and written.
• Strong problem-solving abilities, with a solution-driven approach.
• Ability to work independently with minimal supervision.
• Exceptional organizational and time-management skills.
• Team player with excellent interpersonal and collaborative skills.
• Experience with Opera Cloud, Opera PMS, or similar systems.
• Fluency in multiple languages is an asset.
• Professional, polished demeanor and enthusiasm for luxury hospitality.
• Keen attention to detail and ability to multitask effectively.
• Positive attitude with a commitment to upholding The SoHo Hotel’s standards of excellence.

PHYSICAL REQUIREMENTS

Must be able to stand for extended periods.

Able to lift up to 50 lbs.

COMPENSATION & BENEFITS

• Employee social events.
• Discounted on-site parking.
• Meal allowances (restrictions apply).

The SoHo Hotel Toronto is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics. Our company has an accommodation process in place for applicants with disabilities, in accordance with the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). Accommodation is available upon request at all stages of the recruitment and selection process.