(Part-Time) Overnight Guest Experience Ambassador The Glenhill Hotel, Toronto, Ontario | glenhillhotel.com Location: Bathurst & Glencairn, Toronto Position Type: Part-Time Overnight Schedule: Fridays & Saturdays, 11:00 PM – 7:30 AM Reports To: Assistant General Manager Hourly Rate: $25-$27/hour Start Date: July 27th ABOUT THE GLENHILL HOTEL Opening 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. Food and beverage operations are led by an experienced culinary team, with structured operational standards in place to support both hotel guests and residents. The hotel is managed by Laundry Rooms Collective, with a focus on delivering a seamless and elevated guest experience through strong operational standards and cross-team collaboration. POSITION OVERVIEW The Part-Time Overnight Guest Experience Ambassador serves as the primary hotel representative during overnight hours and is responsible for ensuring the safety, security, and operational readiness of the property while delivering exceptional guest service. This role combines guest support, operational monitoring, property oversight, and administrative responsibilities. Working independently throughout the night, the Overnight Guest Experience Ambassador must demonstrate sound judgment, professionalism, and the ability to respond calmly and effectively to guest needs and unexpected situations. The ideal candidate is highly responsible, self-motivated, detail-oriented, and comfortable working independently in a luxury hospitality environment. The Overnight Guest Experience Ambassador plays a critical role in maintaining Glenhill's commitment to personalized hospitality, ensuring guests feel safe, supported, and cared for throughout their stay while preserving the comfort, privacy, and tranquility expected within a luxury boutique hotel environment.

WHY JOIN GLENHILL

This is an opportunity to be part of a founding team shaping a new kind of boutique hotel experience in Toronto, one that blends thoughtful design, technology, and personalized service in a highly intentional way.

KEY RESPONSIBILITIES

Guest Experience & Service Serve as the primary point of contact for hotel guests during overnight hours Respond promptly and professionally to guest inquiries, requests, and concerns Handle guest issues with empathy, discretion, and sound judgment Support late arrivals, early departures, and special guest requests when required Maintain detailed guest notes and shift reports to support service continuity Deliver a personalized and welcoming experience aligned with Glenhill's service standards Property Oversight, Security & Readiness Conduct regular patrols of all hotel public areas, guest corridors, entrances, exits, elevators, and shared spaces throughout the shift. Ensure all hotel spaces remain secure, organized, and presentation-ready at all times. Monitor building access points and identify any unusual activity, security concerns, or operational risks. Verify that guest-facing areas, including the lobby, lounge spaces, corridors, and amenity areas, meet Glenhill's cleanliness and presentation standards. Respond to guest lockouts, noise concerns, disturbances, and other overnight incidents as required. Coordinate with Residential Concierge, building security, emergency services, and hotel leadership when necessary. Identify maintenance, housekeeping, life safety, or operational concerns and create or update tasks within hotel systems for appropriate follow-up. Ensure emergency exits, fire routes, and life safety systems remain unobstructed and accessible. Support emergency response procedures and act as the primary on-site hotel representative overnight. Conduct documented property patrols throughout the shift, including inspections of guest floors, public areas, entrances, exits, stairwells, and back-of-house spaces. Operational Readiness Complete a daily Hotel Readiness Report identifying any operational concerns, maintenance issues, guest follow-up items, and opportunities requiring attention from the daytime team. Prepare the hotel for the following day's operations Review arrivals, departures, VIP guests, and special requests Verify room status and communicate any discrepancies Ensure lobby, front-of-house, and guest-facing spaces remain organized and presentation-ready Monitor inventory levels of guest amenities and operational supplies Complete required overnight operational reports, property inspections, incident documentation, and shift summaries. Technology & Operational Coordination Utilize hotel operational, guest communication, and property management systems to maintain awareness of guest requests, room status updates, operational tasks, and overnight activities. Monitor and action assigned operational tasks, ensuring completion or escalation as required. Review upcoming arrivals, departures, VIP guests, and special requests to support operational readiness for the following day. Maintain accurate shift notes and operational updates to ensure seamless communication between overnight and daytime teams. Support guest communications and service requests when physical on-site assistance is required. Escalate operational concerns, guest issues, maintenance matters, or security incidents through established communication channels.

Central Guest Services Partnership Serve as the on-property extension of the Central Guest Services team during overnight hours. Provide in-person support when guest requests cannot be resolved remotely. Assist with guest arrivals, departures, wayfinding, and service recovery when required. Maintain consistent communication with Central Guest Services regarding guest concerns, operational updates, and overnight incidents. Support a seamless guest experience by ensuring alignment between remote and on-property teams. Emergency Response Respond appropriately to emergency situations, alarms, guest incidents, and operational disruptions Follow established hotel emergency procedures and escalation protocols Serve as the primary on-site contact until management support becomes available Document all incidents accurately and professionally Team Collaboration Maintain thorough pass-on notes for daytime operations Communicate effectively with Housekeeping, Maintenance, Residential Concierge, and Management teams Support a culture of professionalism, accountability, and hospitality excellence Contribute observations and recommendations that improve the guest experience and operational efficiency QUALIFICATIONS & REQUIREMENTS Minimum one (1) year of hotel, hospitality, concierge, residential, or guest service experience required. Previous security experience is strongly preferred. Valid Ontario Security Guard Licence is considered an asset. Experience working independently during overnight shifts preferred. Demonstrated ability to assess situations, exercise sound judgment, and respond appropriately to emergencies and guest incidents. Strong written and verbal communication skills, with a polished, professional, and guest-focused tone Comfortable 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 environment Strong interpersonal skills, with the ability to engage confidently and adapt to a range of guest interactions Ability to multitask and prioritize effectively while maintaining a high level of service quality Flexible availability, including holidays Ability to stand for extended periods and lift up to 40 lbs when required Reliable smartphone access for work-related communication and operational applications Additional language proficiency is considered an asset Ability to work independently and remain alert, engaged, and professional throughout overnight hours.

KEY COMPETENCIES Guest-Centered Mindset Professional Communication & Presence Security Awareness & Situational Judgment Problem-Solving & Service Recovery Discretion & Confidentiality Attention to Detail Accountability & Reliability Adaptability & Initiative Independent Decision Making Collaboration & Team Awareness Technology & Systems Proficiency Sense of Ownership Emergency Response Readiness The ideal candidate brings a combination of hospitality experience, strong situational awareness, and professional maturity. They are comfortable working independently, take pride in maintaining a safe and welcoming environment, and understand that exceptional guest experiences are often created through thoughtful attention to detail and proactive problem-solving. Must be available to complete a structured onboarding and training program, including daytime and evening training shifts, prior to independently working overnight assignments.