Job Description

Job Title Service Leader - Health Club

Description

Shangri-La hotel, Toronto Make the most positive impact on guest experiences throughout all aspects of their visit to the Health Club with personal commitment and an emotional sense of true hospitality. Demonstrate a high level of integrity, provide a 5 diamond/5 star experience to guests and colleagues in providing true Shangri-La hospitality from a caring family. Inspire a high level of creativity, personal commitment to service excellence and a sense of genuine care. Maintain high standard and professionalism of training, cleanliness and motivation within the Health Club Team. Supervise colleagues and effectively coach, train, organize, motivate, communicate and recognize, as fitting. Encourage open communication channels amongst the Team through monthly meetings. Utilize available technology and equipment to maximize business solutions and opportunities. Maintain a high level of productivity, labor management and cost efficiency within the department. As a true service Ambassador, meet service expectations proactively, promptly, professionally, with genuine care to attention and detail, while projecting truly nurturing and warm hospitality, respecting privacy and emotional well-being. Work in conjunction with colleagues to provide hands-on guidance and expertise of all fitness equipment and facilities in accordance with the needs and demands of guests. Advise and assist guests regarding fitness classes, personal training sessions and other specialized fitness requests. Open and/or close the Health Club on a daily basis. Greet guests respectfully and courteously - by name where possible and provide information about the facilities, services and offer orientation tours. Monitor all exercise equipment and report any defaults or errors immediately also noting on the defect tracking report, control all stock related supplies and maintain impeccable standards of cleanliness, safety and hygiene. Circulate, observe and interact with guests to maintain close contact, actively seeking feedback regarding the guest experience. Pay close attention to the pool and participate in taking food and beverage orders from guests/residents including keeping the pool deck clean at all times. Maintain excellent knowledge of all cardiovascular and resistance exercise equipment including fitness programs, fitness accessories and keep up to date on industry trends luxury Health Club standards. Inform the security department of any matter or incident which may be detrimental to guests, Colleagues and/or their well-being. Ensure compliance to all hotel policies, programs and core practices. Participate in ongoing training and undertake other related responsibilities, as required. The following is considered mandatory for this position: Service Excellence - Genuinely warm presence, friendly, sincere and outgoing nature, leading by positive example to strive for service excellence and warm hospitality. Detail oriented - Strong organization, multitasking and time management skills. Operational expertise -Demonstrates strong knowledge of Shangri-La service deliverables, Shangri-La Toronto service standards, programs, policies and procedures. Decision making- Prompt, sound, reasonable and clear decision making. Problem solving -adept at juggling multiple needs, collaboration within strong network of contacts to creatively and successfully resolve problems. Strong leadership - Inspires employee commitment, loyalty and motivation through progressive supervisory practices that foster teamwork, safety, open communication, respect, sincerity, helpfulness, courtesy & humility. Coaches and mentors - Fosters a climate of continuous learning and growth. Ethical and professional conduct - Fulfills responsibilities with highest integrity. Technology proficiency- Fully competent in all systems used within department, including Windows based programs and PDA technology. Shangri-La hotel, 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. Other Requirements: Minimum 2 years previous supervisory work experience in a similar capacity with an international world-class luxury Health Club mandatory. Previous Shangri-La Hotels and Resorts experience highly preferred or comparable experience with key competitor. Fitness related courses in a Fitness organization an asset. Required to work nights, weekends, and/or holidays. Must be in possession of valid Canadian work permit to be eligible to be considered. Possession of CPR, First Aid or relevant certificates considered an asset. Possession of Personal Trainer of Fitness Instructor certificates considered an asset.

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