Concierge (Residential-Overnight)

Shangri-La hotel, Toronto

Location: CA - ON - Toronto

Job Details

As the face of the Lobby, the Residential Concierge welcomes residents and their visitors with the utmost warmth and professionalism.  Responding to a variety of requests such as: entertainment / dining bookings, transportation, directions, courier service, floral arrangements, dry-cleaning, pet services, shopping advice, knowledge of city information, knowledge of amenities and services, booking the moving elevator, recording distribution of unit keys, announcing visitors, receiving and storing packages, coordinating valet parking for visitors and responding to complaints.

  • Demonstrates a high level of integrity.

  • Strives to provide a 5 diamond/5 star experience to residents and leads Associates in providing Shangri-La hospitality from caring people.

  • Inspires a high level of creativity, resourcefulness, personal commitment to service excellence and an emotional sense of gracious hospitality.

  • Maintains expertise on and contacts within local venues, attractions, restaurants, tourism events and local counterparts.

  • As a true service Ambassador, represents the “face of Shangri-La hotel, Toronto,” and interacts with residents to provide information, assists with personal events, arrangements, bookings, tickets and reservations.

  • Develops and oversees as appropriate, a customized menu of household services for the residences at Living Shangri-La.

  • Communicates with residents in a clear and articulate manner with professional language skills.

  • Maintains a high degree of awareness with regard to security and reports any discrepancies and suspicious activity to the security team.

  • Coordinates the correct action for residents in compliance with the standards and code set by the property management and the Board of Directors.

  • Embodies the Shangri-La core values of humility, courtesy, sincerity, respect, helpfulness and selflessness.

  • Undertakes other ad hoc related responsibilities, as required.


    The following is considered mandatory for this position:

  • Service Excellence – Genuinely warm presence, friendly, sincere and outgoing nature, leading by positive example to strive for service excellence.

  • Detail oriented – Strong organization skills with exceptional attention to detail.

  • Communication – 100% English and French languages (verbal and written) proficiency, plus competency in additional languages desirable.

  • Resourcefulness in decision making – Responds promptly, exercising sound and reasonable judgment, seeks truly resourceful, innovative, creative solutions.

  • Strong leadership - Inspires employee commitment, loyalty and motivation through progressive supervisory practices that foster teamwork, safety, open communication, respect, sincerity, helpfulness, courtesy and humility.

  • Emotional maturity - Internally proud, outwardly gracious and humble.

  • Ethical and professional conduct – Fulfills responsibilities with highest integrity, diplomacy and discretion, maintaining confidentiality of information at all times.

  • Technology proficiency– Fully competent in all systems used within department.

Shangri-La hotel, 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. 

  • Secondary level of education or higher.

  • Previous luxury customer service experience in a similar capacity.

  • Previous Shangri-La Hotels and Resorts experience highly preferred or comparable experience with key competitor.

  • Fluent in English language, additional languages an asset.

  • Proficient with computer software (MS Word and Excel).

  • Knowledge of GoConcierge and Buildinglink an asset.

  • Security license.

Additional Details
Applicants who do not already have legal permission to work in Canada will not be considered.
Concierge Desk, Front Desk, Customer Service