Welcome to
Shangri‐La hotel, Toronto
SHANGRI‐LA HOTELS & RESORTS ‐ History
Hong Kong‐based Shangri‐La Hotels and Resorts is Asia Pacific’s leading luxury hotel group and regarded
as one of the world's finest hotel ownership and management companies. Shangri‐La Hotels and Resorts
is the trade name of Shangri‐La Asia Limited management arm.
The Kuok Group, a diversified and dynamic business conglomerate with origins in Malaysia, has a major
equity holding in Shangri‐La Asia, which is listed on the Hong Kong Stock Exchange. Established by
Robert Kuok, the group’s business operations span a range of activities and a number of countries. In
addition to hotels, the group’s portfolio also includes commodity trading, real estate, beverages,
logistics, newspaper publishing, shipping, edible oil refining and plantations.
Inspired by the legendary land featured in James Hilton’s novel Lost Horizon published in 1933, the
name Shangri‐La encapsulates the serenity and service for which Shangri‐La is renowned worldwide. The
group has three brands: Shangri‐La, Kerry and Hotel Jen hotels. Shangri‐La properties are primarily five‐
star deluxe city centre and resort hotels with the majority of the city centre hotels having over 500 guest
rooms, whereas the resort properties tend to be slightly smaller. Introduced in 1989, Traders is a mid‐
market brand of mid‐priced city centre hotels consisting of nine hotels in Beijing, Changzhou, Dubai,
Kuala Lumpur, Manila, Penang, Singapore, Shenyang and Yangon.
Shangri‐La’s tradition of service excellence started with the opening of the Shangri‐La Hotel, Singapore
in 1971. The hotel’s 15 acres of landscaped gardens, beautifully appointed guest rooms and gracious
Asian style set a new standard for hotel excellence, which to this day continues to guide the group’s
design features.
Training is Shangri‐La's top priority and significant resources are allocated annually to ensure Colleagues
have the skills and knowledge to be the best in their fields. This has earned the group international
awards and recognition from guests, prestigious magazines as well as industry partners and made
Shangri‐La one of the preferred hotel employers, with over 35,000 people serving guests with the
philosophy “Shangri‐La hospitality from a caring family.”
Hong Kong‐based Shangri‐La Hotels and Resorts currently owns and/or manages properties under the
Shangri‐La, Kerry and Hotel Jen brands. Shangri‐La hotels are five‐star deluxe properties featuring
extensive luxury facilities and services. Shangri‐La hotels are located in Australia, Canada, mainland
China, Fiji, France, Hong Kong, India, Indonesia, Japan, Malaysia, Maldives, Philippines, Singapore,
Sultanate of Oman, Taiwan, Thailand and the United Arab Emirates.
The group has a substantial development pipeline with upcoming projects in Canada, mainland China,
India, Malaysia, Mongolia, Philippines, Qatar, Sri Lanka, Turkey and United Kingdom.
Shangri‐La also operates its own dedicated regional sales and marketing offices: Hong Kong, Beijing,
Shanghai, Guangzhou, Singapore, Tokyo, London, Los Angeles, New York, Sydney, Melbourne and Dubai.
The group is linked to 29 frequent flyer programs and has its own frequent guest recognition program –
Golden Circle. The Golden Circle program has been acknowledged as being one of the best in the
industry with over one million current members.
GOLDEN CIRCLE MEMBERSHIP
Golden Circle is our recognition and rewards program for guests, who chose to come back to us again
and again in their travels.
Guests are rewarded with Golden Circle Award Points (GC Award Points) whenever they stay, dine or
relax in CHI, The Spa (specific hotels). These can be redeemed towards accommodation, dining and spa
at any participating Shangri‐La hotel or resorts, Hotel Jen, or Kerry hotel. The GC Award Points can also
be converted to Airline Miles on a participating Airline Partner of the guest’s choice.
Benefits include priority check‐in; complimentary partner stays with breakfast, room upgrades and
more. Because guests are part of our family, we will know their individual preferences.
The program has three levels: Gold, Jade and Diamond, with members receiving increasing recognition
as they move from one level to the next.
OUR BRAND, VISION AND CORE VALUES – “The Shangri‐La way”
SHANGRI‐LA HOTEL, TORONTO
Our Manifesto
A heart‐warming family
We are family. We share something powerful – our genuine care and respect for others. This belief
shapes us. It shapes the way we treat all people with selfless sincerity and thoughtful courtesy,
understanding needs and sharing feelings. It shapes the way we transform our gracious and enchanting
Asian manner to authentic experiences straight from the heart. Our strength lies beyond our
harmonious surroundings and hideaway locations. It lies in our core values that guide us to treat each
and everyone with humour, as kin, as family.
In our family you will find tranquility, sincerity and something a great deal rarer – our special kind of
hospitality, hospitality from the heart.
Guiding Principles
1. We will ensure that leadership drives for results.
2. We will make guest loyalty a key driver of our business.
3. We will enable decision making at guest contact point.
4. We will be committed to the financial success of our own unit and of our company.
5. We will create an environment where our Colleagues may achieve their personal and career
goals.
6. We will demonstrate honesty, care and integrity in all our relationships.
7. We will ensure our policies and processes are guest and Colleague friendly.
8. We will remain deeply committed to our social responsibility by making positive contribution to
our communities, environment, Colleagues, guests and business partners.
Universal Core Practices
1. We will be well groomed and dressed, with clean, neat uniform and nametags.
2. We will answer telephone calls within three rings in a courteous and pleasant manner.
Telephone calls are not screened.
3. We will speak to guests and one another in an attentive, sincere, courteous and composed
manner.
4. We will acknowledge guests and Colleagues with eye contact and smile using their names
whenever necessary and possible.
5. We will be knowledgeable about hotel services and facilities to convey to guests.
6. We will carefully listen and take ownership of guest requests, replying in a helpful and sincere
manner.
7. We will graciously escort guests where they want to go or use an open palm gesture when giving
directions.
8. We will report, record, resolve all guest‐related issues, take ownership and communicate them
appropriately, in a timely manner.
9. We will ensure the safety, security and privacy of our guests and Colleagues. We respect the
confidentiality of guest names, room numbers, preferences and behaviors.
10. When in guest corridors, we will provide salutation and step back gracefully in order to allow
guests to pass by.
11. We will respect the environment by ensuring our surroundings are always clean and safe.
SHANGRI‐LA HOTEL, TORONTO – The Hotel, the Building, the Owners
The Asian‐inspired hospitality of Shangri‐La comes to life in Toronto. It is the first Asian‐luxury hotel
brand for Canada’s largest metropolis and the second hotel in North America for the group, joining
Shangri‐La Hotel, Vancouver which opened in January of 2009.
Located on University Avenue ‐ Toronto’s ceremonial boulevard ‐ at Adelaide, the hotel sits at the
crossroads to the city’s business and entertainment districts.
Within a five‐block radius of the hotel: the performance centre for the Canadian Opera Company and
the National Ballet of Canada, the headquarters for Canada’s five major banks, Consulates, leading
research hospitals, the city’s live theatre district and the Toronto International Film Festival (TIFF)
headquarters – making it ideally suited to serve the business, entertainment and leisure markets.
The 202‐room hotel occupies the first 17 floors of the 66 storey or 214.5 meters (704 feet) building,
placing it in the top 15 of Canada’s tallest buildings. Glass attracts and reflects natural light inside and
outside the hotel, while light stone and fabrics are mixed with dark wood and Asian design motifs to
dramatic effect within public and guest room spaces with cutting‐edge architectural design by renowned
local architect James K.M. Cheng.
Shangri‐La hotel, Toronto is the anchor of a new project by Vancouver‐based developers, Westbank and
the Peterson Group: Canada’s leading residential developers. Together, Westbank and Peterson have
developed or have under development $5 billion in projects made up of more than 1.4 million square
meters (15 million square feet) of residential, retail, office and public art and garden space.
Mr. Avtar Bains Dr. Benjamin Yeung
Mr. Ian Gillespie
CEO President Majority Owner of SLV & SLTO
Westbank Premise Properties Ltd Peterson Investment Group
Also part of the multi‐purpose complex, known as Living Shangri‐La, Toronto, Momofuku, an
independent restaurant operation by acclaimed New York chef David Chang; an independently operated
spa, Miraj Hamman Spa by Caudalie, Paris, located on the hotel’s 5th floor, adjacent to the health and
fitness centre; a hair styling salon; Soho House, a private members‐club housed in the revitalized
historic red‐brick Bishop’s Block, which is one of the oldest remaining buildings in Toronto; and 395
residential units which begin on the 18th floor.
Fronting the hotel’s University Avenue entrance, and complementing Toronto’s more than 200 city‐
owned public art installations is a sculpture by Chinese artist, Zhang Huan, considered to be one of
China’s most influential contemporary artists. The sculpture, ‘Rising’ was commissioned by the
developers in collaboration with the Art Gallery of Ontario.
SHANGRI‐LA HOTEL, TORONTO – Executive Committee
Ron Pellerine
General Manager
Julian Darisse Eliane Joller
Director of Operations Director of Finance
Michelle Beattie
Area Director of Human Resources Christopher Ashby Eugenio Asencio
Area Director of Sales & Marketing Chief Engineer
Malcolm Webster
Executive Chef
Welcome to the Shangri‐La hotel, Toronto
188 University Avenue Toronto, Ontario M5H 0A3
Tel: 647‐788‐8888 / Fax: 647‐788‐8889 / Email: slto@shangri‐la.com
HOTEL INFORMATION
Property Information:
17 floors, 153 guest rooms, 49 suites
3 Specialty Suites
Owner’s Suite
Shangri‐La Suite
Check‐in and Check‐out:
Check‐in – 3:00PM
Check‐out – 12:00PM
Guest Room Features: Floor heating in bathroom suites
TV’s in the bathroom
Electronic in‐room locker Floor to ceiling windows
Free Wi‐Fi access Separate glass enclosed shower
Minibar Separate toilet room
Satellite television Deep soaking tubs
iPod docking station L’Occitane & Acqua di Parma
Nespresso Coffee and tea making bathroom amenities
Data ports
24‐hour in‐room dining
Accessibility Guest Room Features:
21 accessible rooms with King Size beds featuring:
Secondary and lowered peep hole Fire alarm light
Pocket door Door knocker light*
Additional space for wheelchair Alarm bed shaker*
Roll‐in shower with bath bench Telephone amplifier*
Grab bars by toilet Lowered sinks, racks, closet railings,
room controls
*upon request
Banquet & Conference Rooms:
Over 14, 000 sq. ft. of banquet space, 8 meeting rooms
42‐seat screening room
Outdoor terrace
LEISURE
Health Club Operating Hours:
283 sq. m including yoga studio Fitness Facility – 24‐hours
Indoor swimming pool and whirlpool Pool – 6:00AM‐11:00PM
Infrared sauna Whirlpool – 6:00AM ‐10:00PM
Miraj Spa by Caudalie
Operating Hours:
9 spa treatment rooms Monday‐Saturday – 9:00AM‐9:00PM
Sunday – 9:00AM‐7:00PM
DINING
bosk Operating Hours:
Signature restaurant, Asian inspired, Breakfast
distinctly Canadian modern cuisine Mon‐Fri – 7:00AM‐10:30AM
Sat‐Sun – 7:00AM‐11:00AM
Seats up to 80 guests Lunch
Private Dining Room available Mon‐Fri – 11:30AM‐2:00PM
Dress code is business casual Brunch
Sat‐Sun – 11:30AM‐2:00PM
Dinner
Mon‐Sat – 5:30PM‐10:00PM
Sun – closed
Lobby Lounge & Bar Operating Hours:
90 seat Lobby Lounge offer an Asian‐ Mon‐Wed – 8:00AM‐1:00AM
inspired menu and a selection of Thu‐Sat – 8:00AM‐2:00AM
over 68 kinds of tea Sun – 9:00AM‐12midnight
Entertainment each evening High Tea Service
Dress code is business casual Mon‐Sun – 2:00PM‐5:00PM
In‐room dining 24‐hours
Patio Seasonal
Momofuku Operating Hours:
Noodle Bar – casual, quick Lunch & Dinner
Daisho – family style Lunch, Dinner & Brunch
Shoto – 10‐course tasting menu Dinner only
Naiki Dinner only
Milk Bar Daily from 11:30AM
*more information visit www.momofuku.com
FLOOR PLAN
P2 level Level 2
P2 Parking level Executive Offices
Engineering Office
P1 level Level 3
P1 Parking Level Banquet rooms
Colleague entrance Screening room
Security Office Banquet Office
Lotus Lounge (Staff Cafeteria) Pastry Kitchen
Change Rooms Banquet Kitchen
Housekeeping Office
Lobby level Level 5
Front desk reception and Concierge Health Club
Lobby Lounge & Bar
Bosk restaurant Miraj Spa by Caudalie
Level 6 to 17
Sunday, Monday and Holidays
Guest rooms Lunch 11:00AM – 2:00PM
Dinner 4:00PM – 6:30PM
LOTUS LOUNGE
Hours Address and Contact
Tuesday to Saturday 610 Bay Street – 416‐971‐9452
Lunch 11:00AM – 2:00PM 65 Front Street West – 416‐392‐2489
Dinner 4:00PM – 8:00PM 2 Eireann Quay – 416‐203‐6942
6301 Silver Dar Drive – 416‐247‐7678
TRANSPORTATION INFORMATION
Subway station
Osgoode (University and Queen St.)
St. Andrews (University and King St.)
Bus Station
Toronto Coach Terminal
Train Station
Union Station
Airport
Billy Bishop
Toronto Pearson
SHANGRI‐LA HOTEL, TORONTO – Unique Points of Interest
Tea Wall
The Tea Wall stands in the Lobby Lounge
presenting 75 hand‐picked teas from around the
world displayed in antique and contemporary
ceramic Chinese containers and teapots.
Wine Wall
The Wine Wall is located in bosk restaurant. It
offers one of Toronto’s most extensive wine lists,
assembled by the hotel’s Sommelier, featuring
more than 700 international labels and rare
vintages.
Champagne Wall
The Champagne Wall, located in the Lobby
Lounge, features only the finest selection of
champagne and sparkling wines curated by the
hotel’s Sommelier. It stocks an extensive selection
of champagne labels from the most prominent
champagne houses including Perrier Jouet,
Billecart Salmon and rare champagnes such as the
1998 Henriot Cuvee des Enchanteleurs.
Bee Wall
The Bee Wall installation on the third floor Garden
Terrace aids the community by providing plenty of
bees to pollinate the downtown area gardens and
parks. The honey harvested will provide the
culinary team with local and sustainable honey for
use in the hotel’s kitchen and food and beverage
outlets. We are have brewed our very own
Shangri‐la home harvested b‐wall honey lager!
Uniforms
The Lobby Lounge wardrobe is created by a
Canadian clothing label VAWK. It is an infusion of
Asian Canadian luxury design with Asian Luxury
hospitality and ambience embodied by Shangri‐La
hotel, Toronto.
The Rising
On May 5, 2012, Zhang Huan, one of China’s most
influential contemporary artists, unveiled a
permanent public sculpture entitles Rising, in fron
of the University Avenue entrance to the hotel.
Rising is Zhang Huan’s first public art commission
in Canada, and its unveiling inaugurated the new
66‐storey glass structure. The polished stainless
steel work was commissioned in partnership with
the Art Gallery of Ontario.
Bicycles
10 custom‐made Simcoe bicycles arrived at SLTO
in the summer of 2015. Guests are able to sign out
bicycles free of charge from our Concierge Team. A
Unique slogan is printed on each bicycle which
reads “Through this ride, freedom”.
House Car
With the introduction of these two luxurious
vehicles, we will re‐introduce our signature
licence plates as well – SLTO 8 (A8) and SLTO
888 (Q7).
Audi 8 Seating capacity has increased (Q7 – 6+driver,
A8 – 4+driver);
Luggage capacity has increased;
We are the only hotel in Toronto with this
combination;
Hotel transportation bookings will continue to
Audi Q7 process via our Hotel Concierge team and is
based on availability.
Lobby Lounge Dresses
Famed vintage collector William Banks‐Blaney has
provided four extraordinary ensembles from
designers Yves Saint Laurent, Christian Dior,
Roberto Capucci, and Bob Mackie. Each dress
demonstrates a unique perspective on elegant
evening wear from eras throughout 20th century
fashion, including an evening gown and statement
cape created by Yves Saint Laurent which featured
in his retirement runway show, and a the
legendary golden gown Bob Mackie created for
Sharon Stone to wear in Martin Scorsese’s film
“Casino.”
Health Club
The Health Club pool was awarded as one of the
best pools in the world by Conde Nast Traveller in
2013. The health centre’s centerpiece is the 20
meter (64‐foot) lap pool encased in a glass and
stone‐tile cube, and topped with skylights that
bring the outdoors in. Bronze, caramel and white
mosaic tiles surround the top of the pool.
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