Assistant Guest Experience Manager

West Edmonton Mall Property Inc. (West Edmonton Mall and Fantasyland Hotel); Edmonton; On-site; CAD 65,000 - 90,000; Full time

Job summary

West Edmonton Mall Property Inc. (West Edmonton Mall and Fantasyland Hotel) seeks an Assistant Front Office Manager to deliver exceptional guest service and support daily Front Desk, Night Audit, Switchboard, and Guest Services operations.

You will assist with hiring, training and scheduling, maintain payroll and evaluations, and help monitor guest feedback to improve service across the Front Office and FLH Essentials teams.

Qualifications

• 3–5 years in a high-volume upscale hotel in Front Office management or supervisory role.
• Professional workplace demeanor and willingness to take on challenges.
• Excellent communication and organizational skills; ability to multi-task and work under pressure.
• Experience mentoring and coaching staff.
• Knowledge of computerized Front Office systems; ability to work in a fast-paced environment.
• Post-secondary Hospitality Management diploma/certificate.
• Valid Class 5 Alberta driving license with a 3-year driving abstract; ability to drive standard and automatic vehicles.

Responsibilities

• Assisting in overseeing day-to-day operations of the Front Desk, Night Audit, Switchboard, Guest Services and FLH Essentials.
• Supervise Front Desk employees to ensure service standards and uphold the hotel's core values.
• Assist with hiring, training, and mentorship of all department staff.
• Help with staff scheduling to balance service needs and labour costs.
• Maintain employee records, payroll, and performance documentation.
• Assist in monitoring guest feedback and improving customer service practices.
• Ensure effective communication systems for the Front Office team and respond to guest requests.

Skills

Customer service

Team leadership

Communication skills

Organizational skills

Problem solving

Education

Hospitality Management diploma

Tools

PMS software

Job description

The Assistant Front Office Manager is responsible for providing exceptional customer service to all Fantasyland Hotel guests.

Assisting the Front Office Manager in overseeing the day to day operations of the Front Desk, Night Audit, Switchboard, Guest Services and FLH Essentials.

Primary Responsibilities

• Ensuring all Front Desk employees are performing according to set hotel service standards and representing the hotel's core values.
• Assisting with the hiring, training and mentorship of all employees in the department.
• Assisting with staff scheduling to maintain a balance between service needs and labour cost budgets.
• Assisting with maintaining appropriate employee records, department payroll, staff evaluations, and performance management documentation.
• Assisting the Front Office Manager with monitoring and improving customer comments relating to Front Desk customer service practices.
• Ensuring proper communication systems are in place for all members of the Front Office team. Responding to guest concerns and special requests while utilizing exceptional customer service and conflict resolution skills.
• Other responsibilities as required.

Desired Qualifications

• (3)- (5) years of experience working in a high volume, up-scale hotel in a Front Office Management or Supervisory based position.
• A high level of professionalism in the workplace and a desire to take on new challenges as they arise.
• Individuals must have excellent communication and organizational skills, must be able to multi-task and problem solve, and must be able to work under pressure.
• Experience working successfully with all employees including staff mentoring and coaching.
• Excellent knowledge of computerized Front Office systems and the ability to work in a fast-paced environment. Completion of a post-secondary Hospitality Management diploma/certificate or business management diploma.
• Must have a valid Class 5 Alberta driving license, and be able to provide a 3-year driver's abstract.
• Ability to drive both standard and automatic vehicles.

Terms Of Employment

• This is a full-time position that requires availability Monday through Sunday, including days, evenings, weekends and holidays.
• This is a salaried position that depends on experience and qualifications.
• Must be able to pass a basic security clearance.