Senior Guest Experience Ambassador

The Glenhill Hotel | glenhillhotel.com 

Reports To: Hotel Assistant General Manager 

Salary Range: CAD50,000 – CAD60,000

ABOUT THE GLENHILL HOTEL 

Opening in 2026 at Bathurst and Glencairn, Glenhill Hotel will be 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, this role is primarily focused on delivering a seamless and elevated guest experience across all touchpoints, supported by strong operational awareness and leadership presence. 

POSITION OVERVIEW 

At The Glenhill Hotel, the Senior Guest Experience Ambassador serves as the face of the property and a true representative of the brand, setting the standard for service delivery on the front line. This role goes beyond traditional front desk responsibilities, requiring a refined sense of hospitality, strong personal presence, and a heightened sense of ownership in 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, while supporting consistency and excellence across the Guest Experience team. The role centers on anticipating guest needs, recognizing individual preferences, and ensuring each stay feels seamless, considered, and memorable from arrival through departure. 

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, distinctly personal, and reflective of Glenhill’s service ethos. 

KEY RESPONSIBILITIES 

Pre-Opening & Launch Support (Initial Phase of Role) 

• Participate in select pre-opening activities such as trial stays, service walkthroughs, and systems testing  
• Support the refinement of guest-experience workflows, service standards, and communication practices prior to opening  
• Assist with onboarding and peer-support of new Guest Experience team members as they acclimate to standards and systems  
• Provide practical, guest-experience-focused feedback to hotel leadership as operations transition from launch to steady state  

Guest Journey & Experience 

• Deliver a refined, discreet, and highly personalized guest experience aligned with boutique luxury standards, with a strong sense of ownership for the overall guest journey  
• Act as a visible and composed host, setting the tone for the guest experience through professionalism, presence, and attention to detail  
• Support guest communication across digital platforms and messaging tools, ensuring responses remain timely, professional, personalized, and aligned with Glenhill service standards  
• Confidently navigate technology-enabled guest interactions, including pre-arrival communication, digital access support, and service coordination across multiple platforms  
• 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, acting as a point of escalation for guest concerns and taking accountability for timely and seamless resolution 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, with a high level of proficiency to manage guest profiles, preferences, and communications  

Suite Readiness & Quality Control 

• Lead daily pre-arrival inspections of guest suites, ensuring readiness, quality consistency, and adherence to hotel standards  
• Coordinate proactively with Housekeeping and Maintenance to resolve any issues prior to guest arrival  
• Anticipate operational challenges and proactively coordinate solutions before guest impact occurs  
• Oversee the presentation and readiness of public spaces, including lobby grab-and-go and coffee stations, in collaboration with Catering  

Coordination & Daily Operations 

• Act as a central point of coordination across departments to support seamless day-to-day operations  
• Maintain accurate pass-on notes, including guest preferences, operational updates, and follow-ups  
• Support guest stays during events in collaboration with the Catering & Events team  
• Operate confidently across hotel systems and digital guest communication platforms to support a seamless guest journey  
• Act as a senior presence on shift, supporting operational flow and decision-making in the absence of management 

Revenue Awareness & Room Strategy 

• Maintain a strong understanding of all room categories, layouts, and key features, including suite and sofa bed configurations  
• Lead day-to-day room allocation decisions, balancing guest experience, operational flow, and overall inventory strategy  
• Identify and drive strategic upgrade opportunities based on guest profile, party size, stay patterns, and operational availability  
• Confidently present upgraded room options by highlighting added space, comfort, and functionality in a natural and guest-focused manner  
• Exercise sound judgment in protecting premium inventory while maximizing revenue opportunities where appropriate  
• Maintain awareness of rate positioning, occupancy, and availability to support informed decision-making during shifts  
• Partner with hotel leadership to ensure room assignment decisions align with the overall guest experience and commercial strategy  

Team Contribution & Culture 

• Serve as a role model for service excellence, professionalism, and calm decision-making  
• Contribute to a respectful, collaborative, and high-performing team environment, maintaining a strong sense of accountability and professionalism at all times  
• Provide informal leadership coverage during shifts, supporting smooth operations in the absence of management as appropriate  
• Support onboarding, training, and development of Guest Experience team members through coaching, feedback, reinforcement of standards, and real-time support during complex guest interactions and service recovery situations  
• Support consistency and accountability across the Guest Experience team by reinforcing operational expectations, service standards, and performance objectives through daily actions and communication 

Operational Awareness & Asset Care 

• Maintain a high level of awareness of operational readiness across both guest-facing and back-of-house areas, taking ownership for identifying potential issues and 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, proactively communicating needs and anticipated shortages to avoid service disruption  
• Support the proper handling, organization, and safeguarding of hotel assets, including keys, devices, and equipment, with consistent attention to accountability and security  
• Ensure systems, tools, and shared resources are used consistently and responsibly to support operational efficiency, while identifying and escalating any gaps in readiness, cleanliness, or organization that may impact the guest experience  
• Take pride in maintaining a well-organized and prepared environment, recognizing that behind-the-scenes readiness directly impacts the guest experience  
• Support prioritization and delegation of operational tasks during shifts to maintain service flow and readiness 

Stakeholder Coordination 

• Maintain strong working relationships with the Residential Concierge Team to ensure alignment across shared spaces and guest interactions  
• Provide front-of-house support during meetings, events, and catered functions to ensure a seamless guest experience  
• Anticipate operational impacts of events on guest flow and shared spaces, adjusting service coordination as needed  
• Escalate event-related concerns appropriately and communicate relevant guest feedback to Catering & Events teams 

Performance & Service Standards 

• Support achievement of operational and guest experience KPIs, including guest satisfaction, response times, service recovery, and overall service consistency  
• Help reinforce accountability within the Guest Experience team by supporting daily operational standards and performance expectations  
• Maintain awareness of service trends, guest feedback, and operational challenges, proactively identifying opportunities for improvement  
• Contribute to a culture of continuous improvement through professionalism, consistency, and attention to detail  

QUALIFICATIONS & REQUIREMENTS 

• 3–5 years of hospitality or luxury guest service experience

• Strong communication and interpersonal skills with a polished, guest-focused approach

• Comfortable with hotel PMS platforms and technology-enabled guest communication systems

• Highly organized, detail-oriented, and able to perform in fast-paced environments

• Strong multitasking, problem-solving, and service recovery abilities

• Flexible availability, including evenings, weekends, holidays, and MOD/on-call support

• Ability to stand for extended periods and lift up to 40 lbs