East meets West right in the centre of the city at none other than the Shangri-La Toronto, an Asian heritage-inspired hotel giving a meaning to the concept of global luxury.
Fashion, music and art colourfully collide inside the hotel which sits at 188 University Ave. Navigating the bustling area could seem overwhelming, but the real magic happens not through guidebooks or tourist maps, but through someone who knows exactly where to send you, what hidden spot to reserve, and how to turn a regular trip into something unforgettable.
For the latest edition of Concierge Diaries, Now Toronto met with Dean Voon, Chef Concierge at Shangri-La Toronto and member of Les Clefs d’Or, to talk about why the city is far more dynamic than visitors expect.
With 18 years in concierge service and the last five spent at Shangri-La Toronto, Voon has mastered the art of creating experiences tailored to every type of traveller.
“Global luxury would be accessibility, refinement and personalization and really just relating and curating a good life experience,” Voon explained. “My favourite part of my job is curating itineraries that are life-changing, elevated, and truly memorable.”
Voon assures concierge work goes far beyond securing reservations. It’s about understanding people before they even fully articulate what they want.
“I take pride in creating distinctive and unique experiences that make a real difference — whether that’s bringing families joy, exceeding expectations, or turning an ordinary trip into something extraordinary,” he said.
When asked what he first asks guests to understand their vibe, his answer is simple: “What interested you most about Toronto, and what are you hoping to see and experience while you’re here with us?”
That question becomes the roadmap for everything that follows.
For sports fans, Voon might organize a nearby behind-the-scenes tour at Rogers Centre or a visit to the Hockey Hall of Fame, complete with a personalized welcome amenity waiting in their room. Couples looking for romance may find themselves whisked away on a private helicopter journey to Niagara Falls followed by dinner at Andrew Peller Winery. Food lovers? They might be directed to the immersive culinary experiences through St. Lawrence Market.
As a member of Les Clefs d’Or, Voon stays deeply connected to the ever-evolving hospitality network through ongoing communication, research, and collaboration with fellow concierges across the city.
“I stay committed to continuously discovering and exploring new places,” he said.
And that includes within the doors of Shangri-La Toronto as well, a hotel Voon describes as an “urban sanctuary” in the heart of the city.
Located between Toronto’s business and entertainment districts, the Five-Star property is the epitome of refined luxury. But what sets the space apart is its distinct personality.
Inside, guests are surrounded by a wave of culture. Live music fills the lobby nightly, centred around a custom-made Fazioli piano signed by Canadian singer Joni Mitchell. Fashion lovers may notice archival pieces on display scattered around the lobby featuring couture runway-ready gowns from the most iconic designers. Guests can also explore amenities like the in-house flower shop, coffee shop Carolina Cafe, as well as a state-of-the-art health club and luxurious Miraj Hammam Spa.
Another standout detail is the hotel’s Wishing Tree, inspired by Asian cultural traditions and designed to offer guests a quiet moment of reflection amid the pace of the city.
“At the hostess desk, they give out these blank cards, and you write out your wish like anything that you would want,” Voon explained. “Whatever intentions you have, be it health and wellness or anything like that, you make a wish, and you tie it onto the tree.”
All of these are what defines luxury in Toronto, Voon says, and not because it’s in excess, but because it’s defined by intention.
“Global luxury in a city like Toronto is less about material possessions and more about bespoke, meaningful experiences delivered to the highest standards of hospitality, wellness, and service,” he said. “In concierge, it is defined by intuitive, anticipatory care — understanding a guest’s needs before they are expressed.”
That level of thoughtfulness extends to how he introduces visitors to Toronto itself, especially those convinced the city lacks personality.
“One of the biggest misconceptions is that Toronto lacks character or feels too corporate,” Voon explains. “In reality, it’s one of the most diverse and dynamic cities in the world, made up of vibrant districts and neighbourhoods, each with its own distinct identity, culture, and culinary scene.”
And for travellers determined to avoid anything “touristy,” he leans even further into personalization.
“When a guest says they don’t want something touristy, I focus on curating experiences that feel authentic, personal, and connected to the city in a more meaningful way,” he says.
That authenticity, he believes, is what makes Toronto globally unique.
To unlock more Toronto, read our Concierge Diaries series, powered by Destination Toronto.
