Hilton Toronto/Markham Suites Conference Centre & Spa

Hilton Toronto 1

Hilton Toronto/Markham celebrates 30 years in the community with an ongoing focus on high-quality service.

By Staci Davidson, Managing Editor at Knighthouse Media

For 30 years, when people in the Toronto/Markham area want to do something special, they have looked to the Hilton Toronto/Markham Suites Conference Centre & Spa. The AAA Four-Diamond all-suite hotel is a beautiful landmark in the area, and has become the heart of the city with the quality service it provides.

HIlton Toronto info

“Our property is a landmark in Markham and enjoys iconic status,” General Manager Genson Navaprajah explains. “Over many years, for the Hilton Toronto/Markham to continue to be an established, popular hotel amongst new developments is a huge achievement thanks to our un-wavering commitment to customer service. The architecture is at par with quality projects being currently developed and the constantly refurbished interiors provide an oasis to our guests.  We have one of the best properties in Toronto and we continuously work on improving it to meet our guests’ highest expectations.”

It’s important, he adds, that Hilton Toronto/Markham continues to refresh its offerings and enhance its services to deliver the best product to the community. The property is actively involved in a $9 million renovation project that will conclude early next year. The focus of the renovations and refurbishments has been using local naturally sourced sustainable materials while providing overall energy efficiencies. The changes weave through guest elevators, guestrooms finishes and public area furnishes. The efforts and investments have been made to ensure that we are responding and adapting to our evolving guests’ expectations.

Hilton Toronto Markham may be enhancing its look and adding more technology, but its main focus centers on elevating customer experience. This is still very much at core a people business, Navaprajah stresses, and he and his team are dedicated to making guests’ visits special and providing them with good memories and a comfortable home away from home.

Hilton Toronto 2“Delivering a high level of service yields personal satisfaction for my team and me,” he says. “We have to ensure we are understanding our clients’ needs and always expecting more than the standard for ourselves. We have to think of how we can stand out and what we can do differently to ensure the clientele has a memorable experience. By staying focused on that, we discover how to deliver the best experience.”

‘Like a Family’

With over 20 years of experience in the hospitality business, Navaprajah started his career as a dishwasher, and worked his way up to leading the Hilton Toronto Markham as General Manager. He is proud of his career trajectory and notes that his experience gave him unique and personal perspective on responding to his team’s needs; and making them feel good about what they do every day. Ongoing coaching, mentoring and being there for staff members are the crux of his daily efforts along with support to help ensure the property’s high levels of service is maintained.

“We are like a family here,” he says. “It’s important that we make our staff feel like they are a part of the story and we try to focus on this all the time. We have training programs and weekly sessions with the leadership team, who then branch out and meet with the line staff. I jump in on those meetings often, because I know that if I look after them by giving them the support and tools they need, they will look after our guests.”

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