GUEST SERVICES SUPERVISOR

Summary

Do you want to make a difference in the lives of those around you, be part of something bigger, and love where you work?


Join a community that values respect, integrity, inclusion, empathy, experimentation, and well-being. At Hyatt, diversity, equity, and inclusion are at the core of our purpose: to care for people so they can be their best.


Recently renovated with striking architecture, art, and bespoke culinary experiences, Park Hyatt Toronto offers a sophisticated, approachable luxury with a distinct character highlighting our Yorkville location.


Why should you work at the Park Hyatt Toronto?

Complimentary meal during shift
Paid medical days and paid personal days
Employer RRSP Matching Contributions
Complimentary hotel nights and discounts at Hyatt properties around the world
Extended Health and Dental benefits for you and your dependents 30 days after joining
Tuition reimbursement program
2023 and 2024 Great Place to Work Certified

SUMMARY

About the Role – Guest Services Supervisor


As a Guest Services Supervisor at Park Hyatt Toronto, you will play a key role in delivering warm, personalized service that reflects Forbes 5-Star standards. You will support the daily operations of the Front Office, assist in leading the guest services team, and act as a service ambassador to ensure every guest experiences thoughtful, intuitive care from arrival to departure.

You will be an example of genuine hospitality, ensuring that each interaction meets or exceeds luxury service expectations. With a keen eye for detail, you will anticipate guest needs, resolve concerns proactively, and contribute to creating moments of delight.

Some of the responsibilities include:

Supervise and support day-to-day front desk operations to ensure a seamless, elegant guest experience.
Uphold and model Forbes 5-Star service standards in all guest interactions, emphasizing genuine care, name usage, and anticipatory service.
Assist with guest arrivals and departures, ensuring personalized, prompt, and efficient service.
Respond to guest inquiries, concerns, or complaints with professionalism, empathy, and ownership—resolving issues while exceeding expectations.
Maintain a polished and welcoming lobby environment that reflects the luxury brand image.
Assist with onboarding and ongoing training of guest service team members, reinforcing luxury service standards and Hyatt brand values.
Monitor staffing levels during shifts and adjust as needed in collaboration with leadership.
Demonstrate excellent product knowledge and confidently communicate hotel offerings and local recommendations.
Ensure compliance with all safety, security, and emergency protocols while maintaining a calm, reassuring presence during any disruptions.
Act as the front office lead in the absence of the Assistant Rooms Manager or Front Office Manager.
Collaborate with Housekeeping, Concierge, and other departments to coordinate service excellence across touchpoints.
Complete shift reports, ensure billing accuracy, and maintain key and cash control procedures.
Qualifications

1–2 years of front office or guest services experience in a luxury hotel environment.
Previous supervisory experience or team leadership is an asset.
Commitment to Forbes 5-Star service principles: authenticity, empathy, attention to detail, and graceful delivery.
Strong interpersonal and communication skills with a passion for providing intuitive, personalized service.
Proficiency in Microsoft Office Suite and experience with hotel property management systems (e.g., Opera) is preferred.
Able to work a flexible schedule including evenings, weekends, and holidays.
Professional appearance and demeanor, with the ability to remain calm under pressure and lead by example.
Strong problem-solving skills and a proactive, guest-first mindset.
Park Hyatt Toronto is dedicated to offering employment accommodation in compliance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for a job opportunity, please inform the Human Resources department if you require accommodations. Read more