As Canada's largest hotel with 1,590 guest rooms, and the friendliest Hotel in Toronto, the Chelsea Hotel, Toronto, is centrally located and just steps from the city's best shopping districts, world-class theatres, vibrant nightlife, and exciting attractions. A full-service urban resort, the Chelsea Hotel has room types to suit everyone, and the hotel offers different dining options, separate adult and family recreation areas and pools – including the "Corkscrew" - downtown Toronto's only indoor waterslide. As a premier family destination, the hotel offers a full range of services including the Family Fun Zone, Kid Centre and Club 33 Teen Lounge. The Chelsea Hotel, Toronto is an independent property as part of the Langham Hospitality Group’s international portfolio of hotels and resorts. The Chelsea is proud to be honoured with the Accessible Tourism Award with the Travel Industry Association of Ontario and the Humanitarian Award with the Hotel Association of Canada.

Purpose

The Guest Experience Manager is responsible for leading and enhancing all aspects of the guest journey, ensuring an exceptional and memorable experience from arrival to departure. This position provides strategic leadership and operational oversight for all front-of-house guest service functions, including Concierge, Door Team, Bell Services, Parking Attendants, Valet, Customer Care, and Telecommunications.

The Guest Experience Manager is accountable for maintaining the highest standards of hospitality, professionalism, and service excellence while ensuring operational efficiency and seamless communication between departments. The role serves as a primary point of contact for guests, colleagues, and hotel leadership during assigned shifts and acts as the Manager on Duty, responding to guest concerns, operational challenges, and emergency situations in a professional and timely manner

Principal Responsibilities

Leadership and Team Management

• 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.

Guest Experience and Service Excellence

• 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.

Operational Management

• 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.

Financial and Administrative Responsibilities

• 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.

Safety, Security and Emergency Response

• 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.

Academic and Working Qualifications

• Minimum two years of progressive leadership experience in hotel operations, guest services, or hospitality management.

• Post-secondary education in Hospitality Management, Business Administration, or a related field preferred.

• Demonstrated experience managing multiple guest service functions and leading large teams.

• Experience in service recovery, conflict resolution, and employee relations management.

• Knowledge of collective agreements and unionized work environments is considered an asset.

• Proficiency with hotel property management systems and Microsoft Office applications.

• Fluent in English (write, speak, read) and second language skills an asset.

Knowledge, Skills and Abilities

• 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.

• Flexibility to work evenings, weekends, and holidays as required.

• Must be physically able to stand for periods of time.

The Chelsea Hotel, Toronto is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, aboriginal peoples and persons with disabilities. As per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA), Chelsea Hotel, Toronto will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise your Talent Acquisition representative

For more information about the property, please visit: https://www.chelseatoronto.com/en/