Guest Experience Manager - FT- Chelsea Hotel- Toronto

Langham Hotel•Canada,

9h•Onsite

About The Position

Langham Hospitality Group (LHG) is a wholly-owned subsidiary of Great Eagle Holdings, comprising distinctive brands like The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop, and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint across Asia, Europe, North America, Australasia, and the Middle East. The Chelsea Hotel, Toronto, is Canada's largest hotel with 1,590 guest rooms and is centrally located in Toronto, near shopping districts, theatres, nightlife, and attractions. It operates as a full-service urban resort with diverse room types, dining options, and separate adult and family recreation areas, including pools and downtown Toronto's only indoor waterslide. It is a premier family destination with a Family Fun Zone, Kid Centre, and Club 33 Teen Lounge. The Chelsea Hotel, Toronto is an independent property within LHG's international portfolio and has received the Accessible Tourism Award from the Travel Industry Association of Ontario and the Humanitarian Award from the Hotel Association of Canada.

Requirements

Minimum two years of progressive leadership experience in hotel operations, guest services, or hospitality management.
Demonstrated experience managing multiple guest service functions and leading large teams.
Experience in service recovery, conflict resolution, and employee relations management.
Proficiency with hotel property management systems and Microsoft Office applications.
Fluent in English (write, speak, read)
Exceptional leadership, coaching, and team-building skills.
Outstanding communication and interpersonal abilities.
Strong organizational and time management skills.
Excellent problem-solving and decision-making capabilities.
Ability to remain calm and composed in challenging situations.
Strong conflict resolution and service recovery skills.
Ability to manage multiple priorities in a fast-paced environment.
Commitment to delivering exceptional guest experiences and fostering a culture of service excellence.
Must be physically able to stand for periods of time.

Nice To Haves

Post-secondary education in Hospitality Management, Business Administration, or a related field preferred.
Knowledge of collective agreements and unionized work environments is considered an asset.
second language skills an asset.
Flexibility to work evenings, weekends, and holidays as required.

Responsibilities

Provide leadership, direction, and support to all Guest Experience team members, including Bell Desk, Door, Concierge, Garage Attendants, Valet, Customer Care, and Telecommunications teams.
Foster a positive and engaging work environment through coaching, mentoring, and career development opportunities.
Maintain an open-door policy and encourage open communication and collaboration.
Participate in recruitment, interviewing, hiring, onboarding, and development of colleagues.
Coordinate training and development programs for new and existing colleagues.
Conduct Colleague Development Reviews in a timely manner and provide ongoing performance feedback.
Address colleague relations matters, disputes, and performance concerns in accordance with hotel policies and collective agreements.
Conduct monthly departmental meetings and communicate organizational priorities and initiatives.
Champion a culture of exceptional hospitality and personalized service throughout the hotel.
Act as the Manager on Duty during assigned shifts.
Meet and welcome VIP guests upon arrival and ensure personalized service experiences.
Oversee daily VIP arrivals by inspecting guest rooms and coordinating with Housekeeping and Engineering to address deficiencies.
Maintain a visible presence in the lobby and public areas to engage with guests and monitor service standards.
Ensure all guests receive warm, professional, and personalized service at all times.
Resolve guest complaints and service recovery situations promptly and effectively.
Monitor guest satisfaction metrics and implement action plans to continuously improve the guest experience.
Follow up with guests and colleagues in situations where service standards have not been met.
Oversee the day-to-day operations of all Guest Service departments during assigned shifts.
Ensure all Guest Service departments operate efficiently and communicate effectively.
Monitor staffing levels daily and ensure resources align with business demands, budget expectations, and service standards.
Identify and follow up on maintenance concerns and cleanliness deficiencies.
Work closely with Housekeeping, Engineering, Security, and Front Desk teams to maintain the highest standards of presentation and functionality.
Ensure compliance with all hotel policies, procedures, and brand standards.
Monitor labour costs and staffing productivity to achieve departmental financial objectives.
Maintain accurate departmental records related to payroll, scheduling, attendance, training, and colleague files.
Analyze operational and guest satisfaction data and implement continuous improvement initiatives.
Serve as the lead responder during emergency situations and critical incidents.
Maintain comprehensive knowledge of the hotel's Crisis Management Plan and emergency procedures.
Implement appropriate procedures during emergency situations and ensure effective communication and coordination.
Ensure a safe and secure environment for guests and colleagues.
Comply with all hotel policies and Health and Safety procedures.
Ensure all incidents are documented accurately and communicated appropriately.