Front Office Operations Lead

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

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.