Front Office Agent

West Edmonton Mall Property Inc. (West Edmonton Mall & Fantasyland Hotel); Edmonton; On-site; CAD 33,000 - 44,000; Full time

Job summary

West Edmonton Mall Property Inc. invites applications for Front Office Agents at Fantasyland Hotel to welcome guests, manage reservations, process payments and assign rooms.

You will handle check-ins/check-outs, balance cash at shift end, and assist guests with inquiries about rooms, amenities and mall attractions. The role requires friendly communication, a neat appearance, and the ability to stand for long periods, with flexibility for days, evenings, weekends and holidays.

Qualifications

• 1–2 years of customer service experience.
• Excellent verbal and written communication and interpersonal skills.
• Neat, well-groomed and professional appearance.
• Must be able to stand for long periods and lift guest baggage when needed.
• Strong organizational and problem-solving skills; able to work under pressure.

Responsibilities

• Greet guests upon arrival, check-in and check-out, verify reservations, and accept payments.
• Manage queues to maintain service while ensuring excellent customer care at check-in.
• Balance end-of-shift paperwork and perform cash drops while maintaining float balance.
• Assist guests with inquiries about their room, hotel amenities, and West Edmonton Mall attractions and shops.
• Handle guest concerns professionally to ensure satisfaction.
• Assist with Guest Services, Reservations, and Switchboard operations as needed.
• Other duties as required.

Skills

Customer service

Verbal communication

Written communication

Professional appearance

Standing long periods

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.