Hotel Service Job In Toronto, A catalyst for the efficiency of the Sales and Marketing department at Shangri-La Toronto, providing administrative assistance to the sales and event team and customer service support to clients, maximizing the balance between Colleagues, Guests, and Owner satisfaction. Under the guidance and supervision of the Director of Events, this position handles aspects of the sales cycle and coordination process of catering events.
Strong focus on administration support for our events segments which includes assistance with Delphi and CRM management, general reporting, and detailing of BEOs (Banquet Event Orders).
Input data to the contact management database, ensuring the system is kept up-to-date, accurate, and current at all times.
Assist with producing accurate Banquet Event Orders and personally assist with catering events in the hotel, liaising with F&B department Associates, as required.
Assist with booking/detailing internal meetings and last-minute small meeting inquiries, as required.
Use effective Customer Relationship Management techniques via Delphi and other initiatives to build and maintain relationships with Shangri-La Toronto’s active and potential clientele, including the responsibility of a small group of accounts for small events.
Maintain records on behalf of the Sales and Marketing department, ensuring that a filing system is established and that documents are readily available when needed.
Provide high attention to detail in all communication, assist in processing reports, contracts, proposals, and RFPs under guidance from Sales and Events teams, ensuring the value of a luxury is communicated through all written and verbal presentations.
Assist Sales and Events Managers in site inspections, client entertainment, and familiarization trips.
Attend Sales & Marketing team meetings, participate, record, prepare and distribute meeting notes.
Demonstrate a high level of creativity, personal commitment to service excellence, and an emotional sense of gracious hospitality.
With high integrity, strive to provide a 5 diamond/5 star experience to guests and colleagues, while providing Shangri-La hospitality from caring people in all interactions.
Ensure compliance with all hotel policies, standards, and procedures.
Maintain positive communication with all departments in the hotel and stay well informed of hotel VIPs, activities, promotions, and events.
Undertake other ad hoc related responsibilities and special projects, as required
The following is considered mandatory for this position:
Industry knowledge – Demonstrates understanding of the local business travel market, knowledge of the core competition, and luxury hotel standards.
Service Excellence – Highly developed customer service skills, genuinely warm presence, a sincere and outgoing nature, strive for service excellence.
Detailed oriented – Highly organized, superior time management skills, exceptional attention to detail particularly with BEOs, contracts, proposals, and other documents.
Time management and organizational skills – Well organized, able to plan and prioritize workload, multitask and demonstrate strong time management skills.
Relationship & Impression Management – Abilities to build and maintain strong professional relationships and can make a naturally positive, lasting impression.
Emotional maturity – Internally proud, outwardly gracious, and humble, a genuine ability to demonstrate Shangri-La core values of respect, sincerity, helpfulness, courtesy, and humility.
Teamwork & Respectful workplace – Friendly and helpful demeanor that fosters a respectful environment for others, with an exceptional ability to work well within a small, tight-knit sales team, as well as with all other internal colleagues.
Communication – Excellent verbal and written communication with 100% fluency in English (additional languages desirable), displaying standards in line with Shangri-La expectations through appearance, manners, language, and interactions.
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, hotel reservations systems, sales contact management systems, and property management systems.
Minimum 1-year of previous work experience in a similar sales and event administration, service, or support capacity mandatory.
Previous experience within an international world-class luxury hotel brand is an asset.
Windows-based programs such as Word, Excel, and PowerPoint are essential.
Minimum education requirements: High school diploma