Service Leader - Housekeeping (18 Months Contract)

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 Leader – Housekeeping, with personal commitment and an emotional sense of gracious hospitality, assist the Rooms Division Manager in the daily shift operations of the Housekeeping department, ensuring outstanding cleanliness, detail, care and maintenance of guestrooms, public and heart of house areas through supervisory direction of Colleagues; maximizing 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.
• Supervise Room Attendants, House Persons and Uniform/Valet Attendants and effectively coach, motivate, communicate, recognize, provide performance feedback and conduct performance correction if required.
• Ensure compliance to all hotel policies, standards and procedures; diligently manage cost controls and safety & security programs.
• Maintain accurate records for payroll administration and ensure timely submission on behalf of the department.
• Assist with monitoring and maintaining inventory of departmental supplies.
• Conduct quality inspections of housekeeping and laundry services.
• Initiate and maintain effective communication between the housekeeping department and all other departments.
• Undertake other ad hoc related responsibilities, as required.

About You

• Service Excellence – Lead by positive example to strive for service excellence.
• Organized – High attention to detail with strong administrative skills.
• Operational expertise – Demonstrate strong knowledge of Shangri-La service deliverables and Shangri-La Experience, SLTO service procedures, programs and policies.
• Communication – 100% English language (verbal and written) proficiency.
• Decision-making and problem solving – Respond promptly, exercising sound and reasonable judgment, ultimately ensuring successful problem resolution.
• Strong leadership – Inspire associate commitment, loyalty and motivation though progressive supervisory practices that foster teamwork, safety, open communication, respect, sincerity, helpfulness, courtesy and humility.
• Emotional maturity – Internally proud, outwardly gracious and humble.
• Coach and mentor – Foster a climate of continuous learning, growth and improvement, with a strong commitment to the career development of others.
• Ethical and professional conduct – Fulfill responsibilities with highest integrity.
• Technology proficiency– Fully competent in all systems used within department, including Windows based programs, reservations system and PDA technology.
• Minimum 2 years previous work experience in a similar capacity within a world-class luxury hotel brand or service organizations.
• Previous Shangri-La Hotels and Resorts experience or comparable with a key competitor, preferred.
• Degree or diploma in Hospitality Management.
• Flexibility in schedule with availability to work both morning and evening shifts on weekdays, weekends and/or holidays is required.
• 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.