Front Office Agent

West Edmonton Mall Property Inc. (West Edmonton Mall and Fantasyland Hotel); Edmonton; On-site; CAD 19,000 - 25,000; Full time

Job summary

West Edmonton Mall Property Inc. (Fantasyland Hotel) is seeking Front Office Agents to welcome guests, manage reservations, and guide them to services, ensuring a memorable stay.

You will balance cash at shifts, answer questions about rooms and mall attractions, and support Guest Services, Reservations, and Switchboard as needed. A friendly, professional demeanor and the ability to stand long hours are essential.

Qualifications

• 1–2 years customer service experience, hotel experience preferred.
• Excellent verbal and written communication and interpersonal skills.
• Neat, well-groomed and professional with a friendly attitude.
• Able to stand for long periods and lift baggage when needed.
• Strong organizational and problem-solving skills under pressure.

Responsibilities

• Greet guests on arrival, check-in/check-out, verify reservations, and process payments.
• Manage queue lengths while maintaining high service levels at check-in.
• Balance end-of-shift paperwork and perform cash drops with float balance.
• Assist guests with room, hotel amenities, and mall attractions and shops.
• Address guest concerns and/or complaints professionally to ensure satisfaction.
• Assist Guest Services, Reservations, and Switchboard as needed.
• Other duties as required.

Skills

Customer service

Communication skills

Interpersonal skills

Professional appearance

Stand/walk long hours

Organization

Problem solving under pressure

Job description

Front Office Agents with Fantasyland Hotel deliver an exceptional experience to every guest at our hotel, and are responsible for welcoming guests, managing information, distributing keys and room assignments and answering general inquiries to ensure an excellent stay.

Primary Responsibilities

• Greeting and welcoming guests upon arrival, check-in and check-out, verifying reservations, and accepting payment both at check in and check out.
• Ensuring line-ups do not get to long while still ensuring excellent customer service at check in.
• Balancing paperwork at the end of the shift and make necessary cash drops while always maintaining issued float balance.
• Helping guests with any inquiries regarding their room, hotel amenities, as well as Attractions and Shops within West Edmonton Mall.
• Ensuring guests concerns and/or complaints are handled in a professional, courteous manner and ensuring the guests remain satisfied.
• Assisting with Guest Services, Reservations, and Switchboard operations if necessary.
• Other responsibilities as required.

Desired Qualifications

• One (1) to two (2) years previous customer service experience, with preference given to those with previous hotel experience.
• Excellent verbal and written communication and interpersonal skills, as well as a courteous phone manner.
• Neat, well-groomed and professional with a positive, friendly attitude.
• Must be able to stand for long periods of time and be able to lift guest baggage in the absence of Guest Services.
• Excellent organizational, problem-solving skills, and be able to work under pressure.

Terms Of Employment

• This is a full-time position that requires flexible availability Monday through Sunday including days, evenings, weekends, holidays and night shifts.
• Must be able to pass a basic security clearance.