Summary

Do you want to make a difference in the lives of those around you, be part of something bigger, and love where you work?

Join a community that values respect, integrity, inclusion, empathy, experimentation, and well-being. At Hyatt, diversity, equity, and inclusion are at the core of our purpose: to care for people so they can be their best.

Recently renovated with striking architecture, art, and bespoke culinary experiences, Park Hyatt Toronto offers a sophisticated, approachable luxury with a distinct character highlighting our Yorkville location.

Why should you work at the Park Hyatt Toronto?

• Complimentary meal during shift
• Paid medical days and paid personal days
• Employer RRSP Matching Contributions
• Complimentary hotel nights and discounts at Hyatt properties around the world
• Extended Health and Dental benefits for you and your dependents 30 days after joining
• Tuition reimbursement program
• 2023, 2024 and 2025 Great Place to Work Certified

About the Role – Guest Engagement Specialist

Hourly Rate: $25.75

The Guest Engagement Specialist serves as a key ambassador of Park Hyatt Toronto, acting as a central point of contact for guests throughout their stay. This role is responsible for managing guest communications, coordinating personalized experiences, and ensuring all interactions reflect Forbes 5-Star service standards.

With a focus on anticipation, personalization, and seamless coordination, the Guest Engagement Specialist oversees the overall guest journey, from pre-arrival to post-departure, ensuring every interaction embodies Park Hyatt’s philosophy of understated luxury and authentic hospitality.

Key Responsibilities

• Serve as a primary point of contact for guests, managing inquiries related to accommodations, dining, amenities, special requests, and overall hotel services.
• Proactively engage with guests pre-arrival to personalize stays, confirm preferences, arrange special occasions, and coordinate VIP experiences.
• Monitor and respond promptly to guest communications via phone, email, messaging platforms, and in-person interactions with professionalism and warmth.
• Collaborate closely with Front Office, Housekeeping, Culinary, Engineering, Spa, and other departments to ensure seamless execution of guest preferences and service recovery when required.
• Maintain accurate and detailed guest profiles within hotel systems to support recognition efforts and personalized service delivery.
• Identify opportunities to enhance the guest experience through thoughtful recommendations, curated experiences, and upselling where appropriate.
• Anticipate guest needs by reviewing arrivals, repeat guest history, VIP status, and special occasions to ensure elevated service delivery.
• Address and resolve guest inquiries or concerns promptly and professionally, demonstrating discretion and a solution-focused approach.
• Prepare and distribute daily arrival, VIP, and special request reports to relevant departments to ensure alignment and operational readiness.
• Conduct in-house guest engagement touchpoints to ensure satisfaction and proactively recover service opportunities when needed.
• Support hotel-wide guest recognition initiatives and ensure service standards consistently reflect Forbes 5-Star expectations.
• Uphold Park Hyatt’s brand standards by delivering refined, authentic, and intuitive service at all times.

Qualifications

• Minimum 1–2 years of experience in luxury hospitality, guest services, front office, concierge, or a related role.
• Strong understanding of Forbes 5-Star service standards and luxury hospitality principles.
• Exceptional verbal and written communication skills with a polished and professional presence.
• Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment.
• Experience with hotel property management systems (PMS) and guest profile platforms preferred.
• Proficiency in Microsoft Office and ability to quickly learn new systems.
• Calm, empathetic, and solutions-oriented approach to guest service and service recovery.
• Ability to work varied shifts, including mornings, evenings, weekends, and holidays as required.
• Demonstrated ability to anticipate guest needs and deliver personalized experiences.

All Candidates must be in possession of identification proving authorization to work in Canada. This Position does not offer sponsorship of Work Visas. Resumes submitted that cannot fulfill these requirements will not be considered.

Park Hyatt Toronto is dedicated to offering employment accommodation in compliance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for a job opportunity, please inform the Human Resources department if you require accommodations.