Guest Experience AmbassadorThe Glenhill Hotel | glenhillhotel.ComReports To: Hotel Assistant General ManagerHourly Rate: CAD$23-25ABOUT THE GLENHILL HOTELOpening 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, the primary focus of this role is delivering a seamless and elevated guest experience across all guest touchpoints through thoughtful service, operational awareness, and effective coordination.POSITION OVERVIEWAt The Glenhill Hotel, the Guest Experience Ambassador serves as the face of the property and a true representative of the brand. This role goes beyond traditional front desk responsibilities, requiring a refined sense of hospitality, strong personal presence, and a commitment to 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. The role is centered on anticipating guest needs, recognizing individual preferences, and ensuring each stay feels seamless, considered, and memorable from arrival through departure.This hands‑on position combines guest‑facing service with operational awareness, including reservations, arrivals, service recovery, suite readiness checks, and coordination with Housekeeping and Maintenance. Working closely with the Assistant General Manager, and in partnership with Residential Concierge and Catering & Events teams, the Guest Experience Ambassador plays a key role in delivering a consistent, elevated experience across all touchpoints of the hotel.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 and distinctly personal.KEY RESPONSIBILITIESGuest Journey & ExperienceDeliver a refined, discreet, and highly personalized guest experience aligned with boutique luxury standardsAct as a visible and composed host, setting the tone for the guest experience through professionalism, presence, and attention to detailAnticipate guest needs by observing patterns, preferences, and routines, ensuring interactions feel intuitive, respectful, and well‑timedDemonstrate a high level of awareness and sensitivity in guest interactions, adapting communication style and service approach to suit individual expectations and contextsMaintain a strong sense of discretion and respect for privacy,



particularly in a residential‑style environment with repeat and long‑stay guestsExercise strong judgment in knowing when to engage and when to step back, ensuring service feels present yet unobtrusiveHandle guest inquiries and service recovery with confidence, empathy, and sound judgment, ensuring issues are resolved seamlessly and without disruption to the overall experienceMaintain detailed and accurate guest notes to support continuity, personalization, and consistency across stays and team membersLeverage hotel systems, including Mews, to manage guest profiles, preferences, and communicationsSupport guest communication across digital platforms and messaging tools while maintaining a warm, personalized, and qualified toneSuite Readiness & Quality ControlConduct pre‑arrival suite inspections to ensure rooms meet Glenhill’s quality, presentation, and readiness standardsCoordinate proactively with Housekeeping and Maintenance to resolve any issues prior to guest arrivalMaintain real‑time awareness of room status, readiness, and guest‑specific requirementsCoordination & Daily OperationsAct as a central point of coordination across departments to ensure seamless day‑to‑day operationsMaintain transparent and accurate pass‑on notes, including guest preferences, operational updates, and follow‑upsSupport the smooth execution of guest stays during events in collaboration with the Catering & Events teamOperate confidently within a technology‑enabled environment, supporting a low‑friction guest journey with minimal reliance on traditional front desk processesEscalate operational concerns, guest issues, or room readiness challenges to senior team members when appropriateRevenue Awareness & UpsellingMaintain a strong understanding of all room categories, layouts, and key features, including suite and sofa bed configurationsRecognize opportunities to offer appropriate room upgrades based on guest profile, party size, and stay requirementsConfidently present upgrade options by highlighting added space, comfort, and functionality in a natural and guest‑focused mannerApply established guidelines when supporting room assignments, ensuring alignment with overall inventory and rate strategyContribute to incremental revenue through thoughtful, well‑timed upsell opportunities that enhance the guest experienceMaintain awareness of rate positioning and availability to support informed and consistent guest interactionsEscalate complex room allocation or pricing decisions to senior team members when appropriateTeam Contribution & CultureContribute to a respectful, collaborative, and high‑performing team environment,



maintaining a strong sense of accountability and professionalism at all timesWork cross‑functionally to ensure consistency in service delivery across all guest and operational touchpointsTake ownership of individual responsibilities while supporting overall shift success and team performanceSupport a collaborative and team‑oriented environment by reinforcing operational standards and contributing positively to daily shift operationsOperational Awareness & Asset CareMaintain a high level of awareness of operational readiness across both guest‑facing and back‑of‑house areas, ensuring spaces are organized, functional, and consistently maintainedMonitor supply levels across key areas, including front desk, guest amenities, and back‑of‑house support spaces, communicating needs proactively to avoid service disruptionSupport the proper handling, organization, and safeguarding of hotel assets, including keys, devices, and equipmentEnsure systems, tools, and shared resources are used consistently and responsibly to support operational efficiency and a seamless guest experienceIdentify and communicate any gaps in operational readiness, cleanliness, or organization that may impact the overall experienceTake pride in maintaining a well‑organized and prepared environment, recognizing that behind‑the‑scenes readiness directly impacts the guest experienceStakeholder CoordinationMaintain strong alignment with the Residential Concierge team to ensure a consistent and seamless experience across shared spaces and guest interactions.Coordinate closely with Catering & Events to anticipate guest needs and support smooth execution during events and programmingQUALIFICATIONS & REQUIREMENTSPrevious experience in hospitality, boutique hotels, or other customer‑facing service environmentsStrong written and verbal communication skills, with a polished, professional, and guest‑focused toneComfortable working within a technology‑enabled hospitality environment, including hotel PMS platforms, guest communication tools, and digital operational systems.Demonstrated ability to remain composed, organized, and detail‑oriented in a fast‑paced environmentStrong interpersonal skills, with the ability to engage confidently and adapt to a range of guest interactionsAbility to multitask and prioritize effectively while maintaining a high level of service qualityFlexible availability, including evenings, weekends, and holidaysAbility to stand for extended periods and lift up to 40 lbs when requiredReliable smartphone access for work‑related communication and operational applicationsAdditional language proficiency is considered an assetKEY COMPETENCIESGuest‑Centered MindsetProfessional Communication & PresenceProblem‑Solving & Service RecoveryDiscretion & JudgmentAttention to DetailAdaptability & InitiativeCollaboration & Team AwarenessTechnology & Systems ProficiencySense of Ownership#J-18808-Ljbffr

📌 Guest Experience Ambassador - C$23 - C$25 An Hour (Winnipeg)
🏢 The Glenhill Hotel
📍 Winnipeg