Hundreds of thousands walk by this Toronto landmark every single day, and may not realize the iconic history behind the nearly century-old structure.
The award-winning Fairmont Royal York stands right across from Union Station, and has welcomed everyone from royalty and world leaders to celebrities and first-time visitors since opening its doors in 1929. But beyond its long-standing history and grand reputation, it’s also home to the people who help guests discover the city beyond the maps.
For the latest edition of Concierge Diaries, Now Toronto met with Monika Grossenbacher, concierge at Fairmont Royal York and member of Les Clefs d’Or, to talk about what makes Toronto iconic, the city’s best-kept secrets, and why visitors are often surprised by just how vibrant Canada’s largest city can be.
With over 20 years of concierge experience at hotels across the city and four years at Fairmont Royal York, Grossenbacher says connecting travellers with unforgettable Toronto experiences is her favourite part of the job.
Standing inside the hotel’s lobby, Grossenbacher’s favourite place in the entire hotel, she invites guests to simply look up to take in a piece of deep history. The ceiling is a hand-painted original from its opening in 1929, and stretches throughout CLOCKWORK, the hotel’s lobby bar defined by a giant clock in the midst of the space, which features offerings like champagne, elevated cocktails, and oysters — all details that truly make Fairmont Royal York iconic, Grossenbacher said.
“We were very much part of the city skyline since 1929… when the hotel opened, it was the tallest and highest building in the city,” she explained. “There’s a grandeur here, and a history here that goes very well together with Toronto itself.”
From CEOs, to politicians, to A-listers to the average family, Grossenbacher says many different visitors have graced the halls of the hotel, but many of them tend to have the same reaction when entering for the first time.
“I think one of the first impressions when [guests] walk into this lobby is just, ‘Wow, It’s a very stunning space,’” she said. “It’s a kind of grandeur that I think a lot of hotels — they don’t build it like that anymore. So we’re very fortunate and very unique to have that.”
She also describes the hotel’s location as “incredible,” being steps away from the city’s largest transit hub and many popular landmarks.
“We are so central to so many things. Across from the train station, a 10-minute walk from the bulk of our downtown attractions, like the Rogers Centre, [Ripley’s] Aquarium, the CN Tower,” she explained. “So we are an iconic hotel that is very, very close to other iconic places as well.”
Grossenbacher says the best way to explore the city is getting out and experiencing it firsthand.
“I’m always surprised at all the gems I discover just by exploring the city on foot.”
As a concierge with tons of connections to the hidden gems, when meeting a guest for the first time, Grossenbacher starts with a simple question: “Is this your first visit to Toronto?”
The answer helps to build a customized itinerary to follow.
For some travellers, that means checking off iconic Toronto landmarks or catching a Blue Jays game. For others, it means uncovering parts of the city that many regular visitors never see.
If someone tells her they want to avoid tourist attractions altogether, she has an unexpected recommendation ready.
“Do a food tour in Scarborough,” she said, a way to experience the incredible range of cultures and flavours that Grossenbacher says visitors are often surprised to discover when they arrive.
Many expect a quieter, smaller city. Instead, they find a bustling metropolis packed with energy, especially during the summer months.
“I think a lot of our guests expect a more laid-back, smaller city and are surprised at how busy and vibrant it is,” she said.
As someone constantly exploring the city herself, Grossenbacher has built a mental map of hidden gems that don’t always make it onto travel itineraries.
Among her favourites are the hidden Banksy artwork located just a few blocks from the hotel, the totem pole in Little Norway Park, and the striking architecture of the OCAD University building.
She also points visitors toward neighbourhoods that showcase where Toronto is headed next.
Right now, she says, west end neighbourhood The Junction best represents the city, blending independent businesses, culture, food, and community in a way that feels distinctly Toronto.
But of course, some experiences are easier to secure than others.
Lately, one of the most requested items at the concierge desk has been Blue Jays tickets, while one of the toughest tasks has been securing seats for BMO Field soccer matches.
But while Grossenbacher spends her days helping guests discover Toronto, she believes Fairmont Royal York itself is an essential part of the experience. For the concierge, iconic Toronto isn’t simply about famous landmarks.
“To me, iconic Toronto is when you see an image of something and you know instantly that this is Toronto — that it could not be anywhere else in the world,” she said, pointing to our renowned CN Tower, the city’s red streetcars, Nathan Phillips Square and Toronto City Hall.
And while visitors may arrive searching for Toronto’s most famous sights, Grossenbacher knows the city’s real magic often lies in the places they weren’t expecting to find.
To unlock more Toronto, read our Concierge Diaries series, powered by Destination Toronto.
