Service Manager - Toronto, Canada - Shangri-La Hotel

Shangri-La Hotel

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Shangri-La Toronto

Primary Responsibilities

Assist the Director of Security in overseeing the safety & security of the Shangri-La building, hotel, our guests, and our Colleagues according to Shangri-La standards.

Manage and lead Colleagues, maximizing the balance between Colleague, Guest, and Owner satisfaction.

With high integrity, ensure a 5-star experience to guests and lead Colleagues in providing Shangri-La hospitality from caring people.
Provide technical expertise in areas of hotel safety and security.
Assist the Director of Security in developing and implementing Security, Fire, Life and Safety training.
Conduct regular patrols during shifts covering the hotel space.
Ensure reports are prepared / reviewed as needed including logbook entries, general occurrence, fire alarm and medical reports.
Assist in supervising Security Department Colleagues and contract security services.
Work with VIP security teams to ensure a safe and pleasant guest experience for the VIP.
Respond to complaints from guests, patrons and Colleagues when called upon and conducts necessary investigations.

Ensure compliance to all provincial and federal legislation, hotel policies, standards, and core practices; diligently supervise inventory controls, and safety programs.

Review daily key control inventory, review access levels in Ving and Protégé systems, to ensure are always up to date.

Maintain a close working relationship with all departments in the hotel.

Departmental Trainer

Embody Shangri‐La Core Values and Experience Standards as the Departments Shang Experience Ambassador.
Train new Colleagues on Security, Fire, Life and Safety, WHMIS, OH&S and violence in the workplace.
Assist in identifying departmental training needs for monthly training plans.

Observe, coach and train on the floor to ensure operation standards are achieved and periodically checked to ensure standards are maintained.

Oversee and implement new colleague training; ensuring that the new colleague is comfortable with welcome kit materials and task competency list.

Ensure consistency of training with all new colleagues.

Core Competencies & Essential Skills

The following is considered mandatory for this position:
Maintain highest standard of professionalism, ethics, grooming and attitude towards guests, clients, and other Colleagues.
Maintain professional business confidentiality as required.
Evaluate and decide course of action for all volatile or crisis situations within the hotel.

Be completely familiar with the Shangri-La's Fire Life Safety systems, security plans and procedures, WSIB and OH&S regulations and laws pertaining thereto.

Excellent interpersonal skills and observational skills.
Research and investigative skills.
Physically capable to perform the tasks of the position.
Highly Organized - Exceptional attention to detail and organizational skills.
Operational Expertise -Demonstrates strong knowledge of Shangri-La service deliverables, service standards, programs, policies, and procedures.
Communication - 100% English language (verbal and written) proficiency.
Decision making and Conflict Resolution - Responds promptly, exercising sound and reasonable judgment, ultimately ensuring successful problem resolution.

Strong leadership - Inspires employee commitment, loyalty and motivation through progressive supervisory practices that foster teamwork, safety, open communication, respect, sincerity, helpfulness, courtesy, and humility.

Technology proficiency
Emotional maturity - Internally proud, outwardly gracious, and humble.
Coaches and mentors - foster continuous learning, improvement, and growth.
Able to support progressive discipline and corrective actions on Security Colleagues.

Other Requirements

Minimum 3 years previous work experience in a similar capacity within an international world-class hotel brand.
Security academic attainment, proficiency in regulations and legislation.
3 years previous experience in a security or safety officer position.
Basic Security Training
Knowledge of Criminal Code and municipal by-laws.
Valid Level 2 or 3 Occupational First Aid Certificate.
Valid Security License
Must be eligible to work in Canada