Overnight Guest Services Manager

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.
Complimentary meal during shift

• Paid medical days and paid personal days
• 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
• About the Role - Guest Services Supervisor

As a Guest Services Supervisor at Park Hyatt Toronto, you will play a key role in delivering warm, personalized service that reflects Forbes 5-Star standards. You will support the daily operations of the Front Office, assist in leading the guest services team, and act as a service ambassador to ensure every guest experiences thoughtful, intuitive care from arrival to departure.
You will be an example of genuine hospitality, ensuring that each interaction meets or exceeds luxury service expectations. Supervise and support day-to-day front desk operations to ensure a seamless, elegant guest experience.

• Uphold and model Forbes 5-Star service standards in all guest interactions, emphasizing genuine care, name usage, and anticipatory service.
• Assist with guest arrivals and departures, ensuring personalized, prompt, and efficient service.
• Respond to guest inquiries, concerns, or complaints with professionalism, empathy, and ownership—resolving issues while exceeding expectations.
• Assist with onboarding and ongoing training of guest service team members, reinforcing luxury service standards and Hyatt brand values.
• Monitor staffing levels during shifts and adjust as needed in collaboration with leadership.
• Demonstrate excellent product knowledge and confidently communicate hotel offerings and local recommendations.
• Act as the front office lead in the absence of the Assistant Rooms Manager or Front Office Manager.
• Collaborate with Housekeeping, Concierge, and other departments to coordinate service excellence across touchpoints.
• Complete shift reports, ensure billing accuracy, and maintain key and cash control procedures.

1-2 years of front office or guest services experience in a luxury hotel environment.

• Previous supervisory experience or team leadership is an asset.
• Commitment to Forbes 5-Star service principles: authenticity, empathy, attention to detail, and graceful delivery.
• Strong interpersonal and communication skills with a passion for providing intuitive, personalized service.
• Proficiency in Microsoft Office Suite and experience with hotel property management systems (e.g., Able to work a flexible schedule including evenings, weekends, and holidays.
• 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.