Why Join Us?
Welcome to Pantages Hotel Downtown Toronto-where urban energy meets contemporary luxury in the heart of Toronto's Downtown-Yonge Neighborhood. We aren't just a place to stay; we are a destination for those who crave a comfortable yet "vibey" atmosphere. From our signature restaurant and lounge and live piano in the lobby to our chic boutique suites, Pantages is where the pulse of the city meets polished, effortless hospitality.
We're looking for tastemakers, proactive hosts, and experts in the art of the "unforgettable." If you thrive in a fast-paced environment, have an eye for modern style, and love connecting guests to the best of Toronto's culture, you'll fit right in. At Pantages, we celebrate flair, professional polish, and the drive to deliver a guest experience that feels as curated as a front-row performance.
Our location is our stage. Situated in the center of the Theatre District and steps from the Ed Mirvish Theatre, Yonge-Dundas Square, and the CF Toronto Eaton Centre, Pantages puts you at the crossroads of the city's best dining, shopping, and nightlife. We are the ultimate urban retreat-chic, vibrant, and always on.
We are currently looking for a Guest Services Agent! The primary responsibility of the Guest Service Agent is to provide our hotel guests with a positive first and last impression, as well as provide them with exceptional service.
Why You'll Love Working With Us
Are you ready for your next career move? Here's what's in it for you:
- A people-first environment where respect, appreciation, and fun are part of the everyday
- A chance to work with passionate, like-minded team members
- Opportunities to grow, lead, and make a real impact in a fast-paced, global-facing industry
- Annual Scholarship Opportunities (for you and your children)
- Annual Wellness Credits
- Donation Matching Program
- Volunteer Hour Rewards
- Team Member Referral Program
- Leadership Development
- Team Building Events
- Culture of Recognition
- Hotel Stay Discounts
Your Role
The Guest Service Agent is an administrative and strategic powerhouse. You will oversee sales strategies that elevate our brand presence and activate the hotel for our target audience-from corporate high-flyers to weekend trendsetters-while managing proactive group and catering sales efforts.
The Guest Service Agent is primarily responsible for:
- Maintaining a warm and friendly demeanour with guests and team members.
- Complying with all company and applicable brand standards.
- Interacting with guests throughout the check-in and check-out process.
- Creating and cancelling reservations as required.
- Greeting callers and handling all incoming and outgoing calls professionally and promptly.
- Reviewing the logbook and emails daily and completing all required checklist tasks.
- Maintaining the proper operation of Front Desk telephones and remaining familiar with daily selling rates.
- Balancing and preparing individual shift-closing paperwork in accordance with hotel standards.
- Working closely and maintaining effective communication with all hotel departments.
- Handling guest registration and room assignments while accommodating special requests whenever possible.
- Processing guest check-ins and check-outs efficiently and courteously in accordance with hotel credit and cash-handling policies.
- Resolving guest complaints and responding to inquiries regarding hotel services, in-house events, directions, local attractions, cheque cashing, the gift shop and safety deposit boxes.
- Performing other duties as assigned by the Supervisor or Department Manager.
In addition to the core job responsibilities, the Guest Service Agent will illustrate the ability and passion to:
- Live the corporate culture, personifying it in daily interactions with both guests and team members
- Be an engaging team member who is highly inclusive, inspiring, and able to relate to all levels
- Participate in a fun and supportive working environment where team members aspire to do what is right and are given the empowerment to execute
What You Bring to the Table
- Customer Service experience, preferably in a Hotel Front Desk position;
- Excellent written and verbal communication skills are essential;
- Computer literate in Word and Excel. Maestro's or Opera experience is an asset;
- Results-oriented with the ability to be flexible and work well in a busy and demanding environment;
- A self-motivated individual with the ability to problem solve, initiate action, and complete projects in a timely manner with minimal supervision;
- Must be friendly, energetic, enthusiastic, and self-motivated, with a professional appearance;
- Available to work days, evenings, weekends, and/or holidays as required;
- Must be legally authorized to work in Canada.
Let's Build Something Exceptional
If you're ready to work somewhere that values performance as much as professionalism, and believes hospitality should feel like an event, Pantages Hotel Downtown Toronto is your perfect match. We want you to help us build something exceptional!
This posting is for an existing vacancy.
About Us
Silver Hotel Group (SHG) is a family-owned Canadian hotel investment, development, and management company. Our portfolio includes hotels in Canada and the U.S., and ranges from internationally branded full and select service hotels to independent and boutique hotels.
At SHG, our culture is fundamental to our success. Each empowered team member strives to exhibit passion, creativity, and fun every day. Together, we are dedicated to delivering exceptional experiences by living our core values as our road map: Accountability, Teamwork, Leadership, Diversity, Integrity, Giving, Fun, Recognition.
As we continue to grow, our mantra "You Matter" resonates with our 600+ team members in how we do business, which will continue to enhance engagement and retention.
Today, we look for new team members who demonstrate both aptitude and the passion to embrace and contribute to our Culture.
Help us build something exceptional!
The Silver Hotel Group believes in outstanding hospitality and takes seriously its obligations under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are committed to respecting the independence and dignity of all persons by providing a barrier-free environment for all guests, colleagues, and job applicants. Accommodations are available upon request for all applicants with a disability throughout the recruitment process.
The Silver Hotel Group is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status or any other characteristics protected by law.
