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Glenhill Hotel

Guest Experience Ambassador

Toronto, ON, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: Apr 25, 2027
Posting language: English
Posted: Oct 27, 2026

Original job description

Guest Experience Ambassador

Glenhill Hotel | glenhillhotel.com

Reports To: Hotel Assistant General Manager

ABOUT THE GLENHILL HOTEL

Glenhill Hotel is a boutique luxury hotel offering a distinctive hospitality experience in Toronto. Located within the Glenhill Condominium development, the hotel operates alongside private residences, requiring close coordination across shared spaces and services.

The property features 23 luxury guest rooms and suites, as well as dedicated spaces for community and private gatherings. While the hotel includes event and catering facilities, the primary focus of this role is delivering a seamless and elevated guest experience across all guest touchpoints through thoughtful service, operational awareness, and effective coordination.

POSITION OVERVIEW

At Glenhill Hotel, the Guest Experience Ambassador serves as the face of the property and a true representative of the brand. This role goes beyond traditional front desk responsibilities, requiring a refined sense of hospitality, strong personal presence, and a commitment to delivering a highly personalized guest experience aligned with leading boutique and lifestyle hotels.

As an ambassador of Glenhill, you are expected to create thoughtful, intentional interactions that reflect discretion, attention to detail, and genuine care. The role is centered on anticipating guest needs, recognizing individual preferences, and ensuring each stay feels seamless, considered, and memorable from arrival through departure.

This hands-on position combines guest-facing service with operational awareness, including reservations, arrivals, service recovery, suite readiness checks, and coordination with Housekeeping and Maintenance. Working closely with the Assistant General Manager, and in partnership with Residential Concierge and Catering & Events teams, the Guest Experience Ambassador plays a key role in delivering a consistent, elevated experience across all touchpoints of the hotel.

This role is best suited for individuals who take pride in hosting, demonstrate strong judgment, and are motivated by delivering a level of service that is both thoughtful and distinctly personal.

KEY RESPONSIBILITIES

Guest Journey & Experience

Deliver a refined, discreet, and highly personalized guest experience aligned with boutique luxury standards
Act as a visible and composed host, setting the tone for the guest experience through professionalism, presence, and attention to detail
Anticipate guest needs by observing patterns, preferences, and routines, ensuring interactions feel intuitive, respectful, and well-timed
Demonstrate a high level of awareness and sensitivity in guest interactions, adapting communication style and service approach to suit individual expectations and contexts
Maintain a strong sense of discretion and respect for privacy, particularly in a residential-style environment with repeat and long-stay guests
Exercise strong judgment in knowing when to engage and when to step back, ensuring service feels present yet unobtrusive
Handle guest inquiries and service recovery with confidence, empathy, and sound judgment, ensuring issues are resolved seamlessly and without disruption to the overall experience
Maintain detailed and accurate guest notes to support continuity, personalization, and consistency across stays and team members
Leverage hotel systems to manage guest profiles, preferences, and communications
Support guest communication across digital platforms and messaging tools while maintaining a warm, personalized, and professional tone

Suite Readiness & Quality Control

Conduct pre-arrival suite inspections to ensure rooms meet Glenhill’s quality, presentation, and readiness standards
Coordinate proactively with Housekeeping and Maintenance to resolve any issues prior to guest arrival
Maintain real-time awareness of room status, readiness, and guest-specific requirements

Coordination & Daily Operations

Act as a central point of coordination across departments to ensure seamless day-to-day operations
Maintain clear and accurate pass-on notes, including guest preferences, operational updates, and follow-ups
Support the smooth execution of guest stays during events in collaboration with the Catering & Events team
Operate confidently within a technology-enabled environment, supporting a low-friction guest journey with minimal reliance on traditional front desk processes
Escalate operational concerns, guest issues, or room readiness challenges to senior team members when appropriate

Revenue Awareness & Upselling

Maintain a strong understanding of all room categories, layouts, and key features, including suite and sofa bed configurations
Recognize opportunities to offer appropriate room upgrades based on guest profile, party size, and stay requirements
Confidently present upgrade options by highlighting added space, comfort, and functionality in a natural and guest-focused manner
Apply established guidelines when supporting room assignments, ensuring alignment with overall inventory and rate strategy
Contribute to incremental revenue through thoughtful, well-timed upsell opportunities that enhance the guest experience
Maintain awareness of rate positioning and availability to support informed and consistent guest interactions
Escalate complex room allocation or pricing decisions to senior team members when appropriate

Team Contribution & Culture

Contribute to a respectful, collaborative, and high-performing team environment, maintaining a strong sense of accountability and professionalism at all times
Work cross-functionally to ensure consistency in service delivery across all guest and operational touchpoints
Take ownership of individual responsibilities while supporting overall shift success and team performance
Support a collaborative and team-oriented environment by reinforcing operational standards and contributing positively to daily shift operations

Operational Awareness & Asset Care

Maintain a high level of awareness of operational readiness across both guest-facing and back-of-house areas, ensuring spaces are organized, functional, and consistently maintained
Monitor supply levels across key areas, including front desk, guest amenities, and back-of-house support spaces, communicating needs proactively to avoid service disruption
Support the proper handling, organization, and safeguarding of hotel assets, including keys, devices, and equipment
Ensure systems, tools, and shared resources are used consistently and responsibly to support operational efficiency and a seamless guest experience
Identify and communicate any gaps in operational readiness, cleanliness, or organization that may impact the overall experience
Take pride in maintaining a well-organized and prepared environment, recognizing that behind-the-scenes readiness directly impacts the guest experience

Stakeholder Coordination

Maintain strong alignment with the Residential Concierge team to ensure a consistent and seamless experience across shared spaces and guest interactions.
Coordinate closely with Catering & Events to anticipate guest needs and support smooth execution during events and programming

QUALIFICATIONS & REQUIREMENTS

Previous experience in hospitality, boutique hotels, or other customer-facing service environments
Strong written and verbal communication skills, with a polished, professional, and guest-focused tone
Comfortable working within a technology-enabled hospitality environment, including hotel PMS platforms, guest communication tools, and digital operational systems.
Demonstrated ability to remain composed, organized, and detail-oriented in a fast-paced environment
Strong interpersonal skills, with the ability to engage confidently and adapt to a range of guest interactions
Ability to multitask and prioritize effectively while maintaining a high level of service quality
Flexible availability, including evenings, weekends, and holidays
Ability to stand for extended periods and lift up to 40 lbs when required
Reliable smartphone access for work-related communication and operational applications
Additional language proficiency is considered an asset

KEY COMPETENCIES

Guest-Centered Mindset
Professional Communication & Presence
Problem-Solving & Service Recovery
Discretion & Judgment
Attention to Detail
Adaptability & Initiative
Collaboration & Team Awareness
Technology & Systems Proficiency
Sense of Ownership

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More about this job

Responsibilities

Deliver personalized, discreet guest service throughout the stay, including managing inquiries, service recovery, guest preferences, reservations, and appropriate room upgrades. Coordinate suite readiness and daily operations with Housekeeping, Maintenance, Residential Concierge, and Catering & Events while maintaining operational standards and clear team communications.

Requirements

Previous experience in hospitality or another customer-facing service environment is required, along with strong communication, interpersonal, organizational, and technology skills. Candidates must be adaptable, detail-oriented, available for evenings, weekends, and holidays, able to stand for extended periods and lift up to 40 pounds when required, and have reliable smartphone access; additional language proficiency is an asset.

Skills

Guest Experience
Hospitality
Guest Relations
Service Recovery
Professional Communication
Discretion
Attention To Detail
Problem-Solving
Reservations
Suite Inspections
Room Readiness Coordination
Upselling
Hotel Operations
Property Management Systems
Team Collaboration
Inventory Awareness

Visa sponsorship

Not detected in the job text

Keywords

Boutique Hotel
Luxury Hospitality
Guest Experience
Guest Preferences
Guest Profiles
Reservations
Service Recovery
Guest Communication
Digital Messaging
Suite Readiness
Pre-Arrival Inspections
Housekeeping Coordination
Maintenance Coordination
Room Assignments
Room Upgrades
Upselling
Rate Positioning
Inventory Management
Operational Readiness
Residential Concierge
Catering And Events
Pass-On Notes
Guest Privacy
Asset Care

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