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
