This October, students from Toronto School of Management (TSOM) Hospitality and Tourism (H&T) programs and The Language Gallery (TLG) Canada visited the prestigious Canopy by Hilton Toronto Yorkville in Downtown Toronto. H&T students had the wonderful opportunity to experience the various customer-centered practices, and operational and marketing processes of one of the city’s most acclaimed lifestyle hotels, while TLG Canada students had the unique opportunity to apply learned functional English language in a specific luxury business context.
Phylicia Mendes, Group and Events Sales Manager and Jorge Cardenas, Business Travel Sales Manager, Canopy by Hilton Toronto, kicked off the site visit with a warm welcome and set the visit agenda. Divided into two groups, Phylicia and Jorge guided students through the hotel’s executive suits and standard rooms, venues and amenities: the hotel lobby with its contemporary and glamorous design, the state-of-the-art banquet and conference halls, the common space, and the Wellness outlets. Afterwards, students visited the Virtu Café and finally, the elegant Dia Restaurant and Lounge serving a wide range of carefully designed signature menu items.
Students admired the hotel’s unique features, such as the intricate and contemporary space design inspired by the city of Toronto, as well as the impressive murals and paintings by local artists on display. Students noted how the hotel’s signature warm orange colour unified every aspect of the hotel’s interior design, setting an inviting atmosphere of harmony and calm.
Students had the opportunity to ask questions of Phylicia and Jorge who shared their expertise and insight about the hotel’s strategic location and the multi-layered and complex operations required for exceptional customer service. They also emphasized the importance of staff selection and training, a strong communication system and fostering a warm and relaxed work environment. Students asked about sustainability, competitive dynamics, and marketing strategies. Afterwards, students were able to expand their professional networks and make connections while enjoying coffee and delicious fresh-baked cookies.
The almost two-hour visit and extensive discussions provided students with exclusive insights into this rapidly evolving industry. Thank you to our faculty member, Dr. Rasmi Kokash, for organizing this event and accompanying students, and to the outstanding team at Canopy by Hilton Toronto Yorkville for generously sharing their time and expertise.
