Shangri-La Toronto Find Your Shangri-La in Shangri-La. Shangri-La has been creating joyful moments through heartfelt hospitality since 1971 – and that spirit continues to guide us today.

As we look ahead to new horizons, we invite you to be part of our growing Shangri-La family and make a meaningful impact in the world – through joy, shared purpose, and our Asian art of hosting.

Located in the heart of the city, Shangri-La Toronto is an elegant sanctuary, nestled between the bustling business and entertainment districts. With the city’s best shopping, sports, live theatre, and cultural venues in proximity, guests enjoy unparalleled access to Toronto's vibrant offerings.

As a Service Associate – IRD Server , with creativity, personal commitment and an emotional sense of true hospitality, make the most positive impact on guest experiences in the In Room Dining service operations through consistent application of Shangri-La’s core practices; maximizing the balance between Colleague, Guest and Owner satisfaction.

Key Responsibilities

• Demonstrate a high level of integrity, provide a 5-Star experience to Guests and Colleagues in providing true Shangri-La hospitality from a caring family.
• Interact with Colleagues as internal customers, strategic partners in delivering Shangri-La hospitality from caring people according to brand service deliverables.
• Maintain positive internal and external relationships, familiarity with local venues, attractions, restaurants, events, and Shangri-La hospitality standards.
• Monitor and ensure smooth operations of appointed section, check for quality and presentation to designated F&B standards for all items prior to delivering/serving.
• Greet guests, attend to food, beverage and other service needs as appropriate and ensure accurate reporting of charges to guest folios.
• Remove soiled dishes, linen, silverware and restore/replenish settings.
• Ensure accurate and timely delivery of guest / room amenities, keeping in mind personal preferences and/or dietary restriction or allergens.
• Resolve food quality and service complaints at earliest and first point of customer contact, ultimately providing outstanding customer service.
• Maintain current knowledge of wines, other beverages, local restaurants, food trends and industry practices.
• As situations arise, liaise with team members to address any issues or changes to IRD orders.
• Maintain records of amenity orders and special requests by hotel guests and notifying appropriate hotel personnel on successful completion of amenities delivered. Estimate and order pantry beverages and snacks to restock room amenities for hotel guests.
• Apply the necessary precautions with regards to food safety and hygiene standards.
• Undertake other ad hoc related responsibilities, as required.

About You

• Functional knowledge – Passion for food and strives to exceed expectations for service excellence with demonstrated understanding of international fine dining, wine, beverage and service standards commensurate of the leading hotels in the world.
• Customer Service Excellence – Exceptional service style, genuinely warm presence, friendly, sincere nature, drive for service excellence, internally proud, outwardly gracious and humble.
• Internal Service – appreciation that ‘internal customers’ (i.e. other colleagues) are considered strategic partners.
• Communication – Excellent communication and social skills, 100% fluency in English with impeccable standards of hygiene and grooming.
• Safety Focus – Demonstrates safe work practices and looks for ways to minimize workplace injuries
• Decision making – Able to prioritize, making prompt and reasonable decisions.
• Problem solving – Adept at juggling multiple needs, calmly, respectfully, creatively and successfully resolve problems, as required.
• Emotional maturity – Interacts with others in a respectful manner, with demonstrated qualities of sincerity, helpfulness, courtesy and humility.
• Ethical and professional conduct – Fulfills responsibilities with highest integrity.
• Technology proficiency – Operates and maintains all departmental equipment, fully competent with POS.
• Minimum 2 years previous work experience in a similar capacity, ideally in a world-class luxury hotel brand.
• Previous fine dining or luxury level service knowledge and training an asset.
• Flexibility in schedule and availability on weekdays, weekends and/or holidays is required.
• Current Smart Serve certification.
• Must be eligible to work in Canada.

Why Join Us

• A workplace that values your passion and supports self-realization and personal growth.
• Structured learning and development pathways with real opportunities to advance your professional craft and leadership skills.
• Competitive benefits, recognition programs, and colleague stay/travel perks that reward your contribution and dedication.
• Teams that promote inclusion and respect, value diversity, and foster a secure environment where everyone can thrive.

We are an equal opportunity employer. Applications from all qualified candidates are welcomed. All information provided by applicants will be treated in and used only for recruitment purposes.

We appreciate your interest in joining us. Please note that only successful candidates will be contacted.

Shangri-La, Toronto is compliant with its obligations under the Accessibility for Ontarians with Disabilities Act, 2005, and will provide reasonable accommodation in the application and interview process for this position upon request.