On Wednesday, July 31, 2024, Toronto School of Management (TSOM) Hospitality and Tourism (H&T) students visited the prestigious One King West Hotel and Residence in downtown Toronto. Students had the unique opportunity to witness the various customer service practices and operational processes of one of the city’s most acclaimed boutique hotels.
Elsworth Hayes, Outlet Manager, and Claudette Soriano, Assistant Outlet Manager, kicked off the site visit with a wonderful welcome for TSOM students and set the visit agenda. Soriano guided students through the hotel’s amenities: the hotel lobby with its many different services; historic event venue, The Vault; the Daily Ritual Café, serving signature coffee and breakfast; and the main banquet Hall as well as it’s back-end operations—the kitchen. For each location, Soriano explained, in great detail, the historical development of the hotel, the lines of services offered and how they evolved, and the hotel management’s strategic approach to emphasizing quality management and retaining an exceptional customer service orientation model.
Students were actively engaged during the visit, asking thoughtful questions related to their course content. Soriano answered each inquiry, sharing details about the hotel’s strategic location and the multi-layered and complex operations required for exceptional customer service. She emphasized the importance of routine staff training, a strong communication system and fostering a warm and familial work environment. Students were also able to discuss sustainability, competitive dynamics, and employee retention strategy.
Students then had the opportunity to connect with event participants, learn about potential co-op opportunities and expand their professional networks. The two-hour visit had a very welcoming atmosphere, and the enlightening discussions provided students with exclusive insights into this exciting industry.
Thank you to our faculty member, Dr. Rasmi Kokash, for organizing this event and accompanying students, and to the One King West Hotel Outlets Manager, Elsworth Hayes, and Assistant Manager, Claudette Soriano for generously sharing their time and expertise.
To learn more about the Hospitality and Tourism programs at Toronto School of Management, please visit our website or contact us at [email protected].
