Service Associate - Reservations Agent

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 citys 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 Reservations, with creativity, personal commitment and an emotional sense of true hospitality, make the most positive impact on guest experiences throughout all aspects of their reservation process and their stay; maximizing Colleague, Guest and Owner satisfaction.

Key Responsibilities:

• Demonstrates a high level of integrity, provides a 5-Star experience to Guests and sets a positive example for Colleagues in providing true Shangri-La hospitality from the heart.
• Maintain positive internal and external relationships, familiarity with local venues, attractions, restaurants, events, and Shangri-La hospitality standards.
• As a true service Ambassador, meets service expectations proactively, promptly, professionally, with genuine care to attention and detail.
• Actively demonstrate teamwork, safe work practices, open communication, accuracy in transactions, respect, sincerity, helpfulness, courtesy and humility.
• Handle in-coming reservations calls.
• Works with Service Centre in assisting with general calls from external and internal guests.
• Provide accurate occupancy forecasts, implement yield management procedures, monitor availability dates, close-out unavailable dates, close individual room and rate categories to maximize the average rate.
• Compile and distribute relevant reports to appropriate departments as required, and ensure follow-through with all revisions, cancellations, special requests for group bookings and individual reservations.
• Ensure compliance to all hotel policies, standards and core practices.
• Take full charge of the arrival report and the accuracy of it.
• Ensure effective and efficient reservation and distribution, loading of group, negotiated and promotion rates, and works closely with the Sales team.
• Ensure that shop call scores are high for higher conversion rate by training GHAS effectively.
• Ensure all calls, e-mails, faxes and any other duties related to reservations and distribution are answered and resolved in a timely fashion.
• Maintain and update guest profiles, ensure that all guest information is up-to-date and correct, under guidance and supervision of Central Reservations Manager.
• Responsible for the FFP program, running daily and monthly reports, and maintaining the integrity of the mileage credit data, under guidance and supervision of the Central Reservations Manager.
• Undertakes other ad hoc related responsibilities, as required.

About you:

• Service Excellence Genuinely warm presence especially over the telephone, friendly, sincere and outgoing nature, leading by positive example to strive for service excellence. Adhere to FORBES standards to keep overall quality scores high.
• Analytical and detail oriented Analytical skills, highly organized with exceptional attention to detail.
• Functional expertise Shangri-La operational elements, and operates within established core practices, policies and procedures.
• Financial acumen Demonstrates financial acumen, including metrics, financial analysis, understanding of financial models and analytical tools.
• Communication 100 % fluency in English - verbal and written communication.
• Decision-making and problem solving Responds promptly and reasonably when making decisions, ultimately ensuring successful problem resolution.
• Emotional maturity Internally proud, outwardly gracious and humble.
• Ethical conduct and responsibility Sets a positive example and fulfills responsibilities with the highest integrity, ethics and professionalism.
• Technology proficiency Fully competent with current Windows based programs, MS Office Products (Word/Excel/Access/Outlook/Power Point/Project), hotel reservations systems, sales contact management systems, e-travel market (internet and third-party sites) and property management systems.
• Minimum 2 years previous work experience in a similar capacity with an international world-class hotel, or comparable experience with key competitor.
• Diploma/Degree in Hospitality Management preferred.
• Flexibility in schedule and availability on weekdays, weekends and/or holidays 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.
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.