Top row (left to right): Cameron Carr, OMNI King Edward, Concierge; Samantha Fulmer, Civil Liberties, Lead Bartender; Lucas Voitier, CN Tower, Guest Services Representative
Bottom row (left to right): Cristina Chirivella, Arcadia Earth, Manager; Lucia Almeida, Metro Toronto Convention Centre, Cleaning Services; Howard Tam, Eat More Food Tours, Founder and Foodie in Chief
The Province of Ontario has proclaimed February 23 as Hospitality Workers Appreciation Day to acknowledge their contributions, promote pride across the workforce and encourage investment in the sector’s continued success.
To recognize these contributions, we spoke with six members of Toronto’s tourism and hospitality community about their work and impact on visitors’ experiences.
Helping guests create meaningful memories, even in small ways, is what turns an ordinary workday into a great one for me.
- Cameron Carr, OMNI King Edward, Concierge
Cameron Carr, OMNI King Edward, Concierge
What’s your role, and what does a great day at work look like for you?
I am part of the Concierge Team and was recently awarded Concierge of the Year for the Greater Toronto Area. A great day at work is one where I am able to interact with guests from around the world and share my best suggestions for activities, dining, and experiences throughout the city. Every guest arrives with a different reason for visiting and different expectations, and I enjoy tailoring recommendations that feel personal and thoughtful.
What truly makes the day special is when guests return to the property and take the time to tell me about their experiences. Hearing their stories, what stood out to them, and how they felt during their time in the city is the real thrill of the role. Those conversations are incredibly rewarding and remind me why I love what I do. Helping guests create meaningful memories, even in small ways, is what turns an ordinary workday into a great one for me.
What’s something guests don’t always know goes into creating a great guest experience?
One of my greatest gifts is the interaction I’ve had with many business owners and employees over the years. These relationships are built through time, trust, and consistent collaboration, and they often play a key role in creating memorable guest experiences. When guests have special requests or are looking for something unique, these connections can make it easier to arrange a WOW moment that feels genuine and personal.
Creating a great guest experience often involves strong partnerships within the local community. These moments not only elevate a guest’s stay but also give exposure to businesses that have an affinity with me and our hotel. It becomes a shared experience where everyone benefits.
What’s a local Toronto spot you love recommending to visitors?
I never hesitate to suggest the Distillery District. It is one of those places that offers something for everyone, whether guests are interested in history, dining, shopping, or simply exploring on foot. With its multitude of dining options, boutique shops, galleries, and pedestrian-friendly streets, it provides a relaxed yet vibrant atmosphere that many visitors immediately connect with.
The Distillery District is also home to some of the best Instagrammable spots in the city, making it especially popular with guests who enjoy capturing their travels through photos. Beyond its visual appeal, the area has a distinct character that reflects Toronto’s creativity and culture. It works just as well for a quiet afternoon stroll as it does for an evening out. Many guests tell me it ends up being one of the highlights of their visit, which is why it remains one of my favorite recommendations.
Our motto at Civil has always been ‘kind over cool’ and we try to bring that attitude into every interaction and ensure that’s the type of hospitality our guests receive.
- Samantha Fulmer, Civil Liberties, Lead Bartender
Samantha Fulmer, Civil Liberties, Lead Bartender
What’s your role, and what does a great day at work look like for you?
I’m the Head Bartender at Civil Liberties bar, a no menu cocktail spot in Bloorcourt. I’m one of three managers at our bar and I’m responsible for ensuring our drinks are on point, bartenders are supported with whatever they need for a successful night, and ensuring every guest who comes in the door has the best night and leaves wanting to come back as soon as possible.
To me a great day at work is all about the people and the guests I’m serving. When someone is visiting from out of town and makes you their only must-visit stop or another bartender or chef comes in for a drink and a chat after a hard night of service at their own spot—it’s about the community we create each and every day that makes hospitality and our city great.
What’s something guests don’t always know goes into creating a great guest experience?
Good drinks and food are important but if that’s the only thing your guest remembers at the end of the day you haven’t really done your job well. A great guest experience is more about all the little things that go into making a room special. That the lights and music are creating the right mood, that our guests are greeted warmly and welcomed like old friends, and a connection is made that moves the night beyond just service to hospitality. Our motto at Civil has always been ‘kind over cool’ and we try to bring that attitude into every interaction and ensure that’s the type of hospitality our guests receive.
What’s a local Toronto spot you love recommending to visitors?
Toronto is really blessed when it comes to great bars and restaurants, pretty much anything you want is available to you! Every neighbourhood has a world class cocktail bar, a cool dive bar, a great little wine spot, and some of the best restaurants around. For people visiting from out of town I love sending them to Cocktail Bar on Dundas for a drink first and then dinner across the street at Vendetta or Rhum Corner. Alternatively they can pop over to Cry Baby Gallery up the street for some of the best drinks and vibes in town. Or if they’re feeling adventurous and up for some fun, I’ll tell them to head to Shameful Tiki Room Toronto on Queen—probably my all time favourite spot in the city and definitely a must hit on your trip!
Seeing a smile, receiving positive feedback or anything that shows satisfaction from a guest is something that I care about and makes for a great day.
- Lucas Voitier, CN Tower, Guest Services Representative
Lucas Voitier, CN Tower, Guest Services Representative
What’s your role, and what does a great day at work look like for you?
I am a Guest Services Representative at the CN Tower, which means I move around the building, and my position might change throughout the day. My role is to engage guests and give them useful information about our observation levels, restaurants and the CN Tower’s facts and figures. I also help guests by providing directions, operating the elevator, assisting with photos, interacting with them, and supporting any questions or concerns.
The goal is really to elevate their experience as much as possible. A great day at work for me is a day where I can have a lot of positive interactions with guests. I like being useful, the more people I can help, the happier I will be. Seeing a smile, receiving positive feedback or anything that shows satisfaction from a guest is something that I care about and makes for a great day.
What’s something guests don’t always know goes into creating a great guest experience?
Treating each guest as an individual. The CN Tower attracts visitors from countries all over the world, which also means different cultures, religions and languages. As a Guest Services Representative you need to be able to adapt as much as possible to make everybody feel welcome. I engage with guests as individuals while keeping a positive tone and big smile. Smiling is so important when it comes to delivering great customer service because it helps people feel comfortable.
What’s a local Toronto spot you love recommending to visitors?
My favourite local Toronto spot that I always recommend to visitors is St. Lawrence Market, because it is a reflection of Toronto’s diversity. At St. Lawrence Market you can find food from all over the world which reminds me of how multicultural Toronto is. As someone not originally from Toronto, when I went there the first time, I felt welcome and happy. I was able to find food from where I am from and was able to discover food from other countries. My hope that guests will feel the way I felt when I first discovered it.
When I finish my final round and see the space still looking fresh after thousands of visitors, I leave feeling proud of the work I accomplished.
- Lucia Almeida, Metro Toronto Convention Centre, Cleaning Services
Lucia Almeida, Metro Toronto Convention Centre, Cleaning Services
What’s your role, and what does a great day at work look like for you?
A great day at work at the MTCC is one where no two moments are the same. That variety is what makes the job enjoyable. Today, I am working in the South Building concourse during a large expo. I start my shift by making sure high traffic areas are clean, the floors look great, and entrances feel welcoming.
As crowds arrive, the building comes alive with energy. I rotate between tasks like sweeping, restocking washrooms, clearing garbage, and doing regular checks to keep everything looking its best. The variety keeps the day from feeling repetitive. What really makes the job enjoyable is the positive interactions. Guests often stop to say thank you, and coworkers always look out for one another. Even when the work is demanding, teamwork makes it smooth and less stressful. When I finish my final round and see the space still looking fresh after thousands of visitors, I leave feeling proud of the work I accomplished.
What’s something guests don’t always know goes into creating a great guest experience?
One thing guests may not realize is how much of our job is about thinking ahead. A lot of the work happens before there is ever a problem. We pay close attention to where crowds are going, which areas will get busy next, and what might need attention soon.
As a team we are always watching and adjusting. If a hallway is about to fill up or a washroom is getting busy, we step in early so guests do not notice an issue. We also try to stay out of the way without disrupting the event. We work quietly and respectfully so events can continue without interruption. A great guest experience is not just about what people see. It is about the small details and the behind the scenes work that helps everything feel easy and comfortable.
What’s a local Toronto spot you love recommending to visitors?
A local Toronto spot that I like is the CN Tower. It is one of the city’s most popular spots and it is right next door to the MTCC, so it really feels like part of my work day to see it when I enter the building. What makes it special is the view. You can see the entire city and Lake Ontario from the deck and it shows visitors how big Toronto really is. The glass floor is fun and a bit scary! For those who like adventure, the EdgeWalk is a unique experience which is a special tourist attraction the city has.
A welcoming atmosphere doesn’t happen by accident, it’s created intentionally every day.
Cristina Chirivella, Arcadia Earth, Manager
Cristina Chirivella, Arcadia Earth, Manager
What’s your role, and what does a great day at work look like for you?
I’m the Manager at Arcadia Earth Toronto, but I started my journey here as a Brand Ambassador, connecting directly with guests and inviting them into the experience. That connection is still the part of my job I enjoy the most. Whether it’s welcoming returning guests or meeting someone visiting Toronto from the other side of the world, it’s special to know Arcadia Earth becomes part of their journey and their memories of the city.
A great day at work starts early for me. I grab a cup of coffee and begin planning the day, making sure everything is ready behind the scenes so we can offer the best possible experience. As a manager, I love seeing guests creating memories in our space while the team feels confident, valued, and genuinely connected with them. Often, it’s the simplest moments that matter most, a genuine smile, a reassuring presence, or a short conversation that makes someone feel seen.
What’s something guests don’t always know goes into creating a great guest experience?
Guests often don’t see how much teamwork and intention happens behind the scenes to prepare for their visit. A great guest experience isn’t just about what’s visible on the floor, it’s about preparation, communication, and people working together throughout the day while feeling inspired and motivated.
The team is constantly observing, adjusting, and supporting one another to respond to guests’ needs in real time. We think about accessibility, flow through the space, crowd movement, and how different groups experience the exhibit, especially families, school groups, or visitors seeing it for the first time.
A welcoming atmosphere doesn’t happen by accident, it’s created intentionally every day. One thing I always admire is how contagious happiness and energy can be, in both directions, from guests to staff and from staff to guests, creating a natural, invisible connection.
What’s a local Toronto spot you love recommending to visitors?
One of my favorite things about Toronto is how diverse the city feels, and I love recommending places that let visitors experience that. Kensington Market is always at the top of my list. It’s vibrant, creative, and full of character, with independent shops, murals, and food from all over the world. It’s the kind of place where you can wander without a plan and really feel the city’s energy.
I also love recommending Sugar Beach as something unexpected and different. The contrast of nature and urban views is what makes it special. You have the calmness of the lake and the feeling of being by the water, and then you turn around and see the city right behind you. It’s one of those feelings and views I loved experiencing for the first time.
And of course, Arcadia Earth is always at the very top of my list for anyone visiting Toronto.
When it works and is seamless, it looks like we may have done it hundreds of times, but in reality, that may have been the first time with a lot of background work going into it.
- Howard Tam, Eat More Food Tours, Founder and Foodie in Chief
Howard Tam, Eat More Food Tours, Founder and Foodie in Chief
What’s your role, and what does a great day at work look like for you?
I am the Founder and Foodie in Chief of Eat More Food Tours and Eat More Scarborough Food Tours. We specialize in creating culinary tourism experiences in the GTA, especially in Scarborough, the most amazing food suburb anywhere!
A great day at work for me involves showing somebody a restaurant or a dish that they never really thought about before and when they see or taste it, they get that visceral reaction—head nodding, eyes closed—that completely changes their view of what good cuisine is or where it happens. It’s this surprise element that I love the most and when we can do that for a tour guest, that’s when we know we have achieved our mission of helping people appreciate good food in our city. (and we know that they are also likely to come back!)
What’s something guests don’t always know goes into creating a great guest experience?
It’s always about the details and how much time we spend to get them right. When it works and is seamless, it looks like we may have done it hundreds of times, but in reality, that may have been the first time with a lot of background work going into it. We usually spend many hours designing out the experience, researching the background of the restaurant and dishes, communicating exactly all of the details to our staff and constructing run sheets that nail down the details to the T. It is ultimately these communications that can make or break an experience.
What’s a local Toronto spot you love recommending to visitors?
As food tour guides, we have so many! But for a truly Scarborough experience, you can’t beat going to Chris Jerk for some of his signature Jerk Shawarma (A truly Made in Toronto invention!), then grabbing some Doubles at Mona’s Roti or Roti Hut, and then getting a round of Baklava and Arabic Coffee at Crown Pastries on Kennedy. It’s a perfect afternoon food adventure!