Reports To: Hotel Assistant General Manager

ABOUT THE GLENHILL HOTEL

Glenhill Hotel is 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 OVERVIEW

At 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 RESPONSIBILITIES

Guest Journey & Experience

- Deliver a refined, discreet, and highly personalized guest experience aligned with boutique luxury standards
- Act as a visible and composed host, setting the tone for the guest experience through professionalism, presence, and attention to detail
- Anticipate guest needs by observing patterns, preferences, and routines, ensuring interactions feel intuitive, respectful, and well-timed
- Demonstrate a high level of awareness and sensitivity in guest interactions, adapting communication style and service approach to suit individual expectations and contexts
- Maintain a strong sense of discretion and respect for privacy, particularly in a residential-style environment with repeat and long-stay guests
- Exercise strong judgment in knowing when to engage and when to step back, ensuring service feels present yet unobtrusive
- Handle guest inquiries and service recovery with confidence, empathy, and sound judgment,



ensuring issues are resolved seamlessly and without disruption to the overall experience
- Maintain detailed and accurate guest notes to support continuity, personalization, and consistency across stays and team members
- Leverage hotel systems to manage guest profiles, preferences, and communications
- Support guest communication across digital platforms and messaging tools while maintaining a warm, personalized, and professional tone

Suite Readiness & Quality Control

- Conduct pre-arrival suite inspections to ensure rooms meet Glenhill's quality, presentation, and readiness standards
- Coordinate proactively with Housekeeping and Maintenance to resolve any issues prior to guest arrival
- Maintain real-time awareness of room status, readiness, and guest-specific requirements

Coordination & Daily Operations

- Act as a central point of coordination across departments to ensure seamless day-to-day operations
- Maintain transparent and accurate pass-on notes, including guest preferences, operational updates, and follow-ups
- Support the smooth execution of guest stays during events in collaboration with the Catering & Events team
- Operate confidently within a technology-enabled environment, supporting a low-friction guest journey with minimal reliance on traditional front desk processes
- Escalate operational concerns, guest issues, or room readiness challenges to senior team members when appropriate

Revenue Awareness & Upselling

- Maintain a strong understanding of all room categories, layouts, and key features, including suite and sofa bed configurations
- Recognize opportunities to offer approp

📌 Guest Experience Ambassador (Toronto)
🏢 Glenhill Hotel
📍 Toronto