SHAPE

Calgary, AB

Full Time or Part Time

ABOUT SHAPE

SHAPE is the real estate investment, development and management company leading some of the largest and most exciting projects in North America including The Amazing Brentwood, The City of Lougheed and RC at CF Richmond Centre.

Through our fully integrated platform, SHAPE specializes in complete neighbourhoods with a top-calibre mix of shops, restaurants, residences, entertainment and a complete range of daily services on rapid transit. By executing on every stage of the real estate process, from land acquisition to property management, we are able to collaborate more efficiently, work seamlessly and perform at the highest level. Every SHAPE property reflects lasting vision, bold creativity and obsessive attention to detail.

Our projects are complex, our vision is simple: deliver social and financial value for generations. With a proven ability to raise the bar across our diverse portfolio of assets, we build on where we’ve been to push the edge of better: for industry standards, quality of life and return on investment.

ABOUT THE ROLE

Reporting to the Regional Marketing Manager, the Seasonal Guest Experience Team Lead oversees the Guest Experience team and day-to-day delivery of the Santa Experience at Destination: Deerfoot City. Working alongside Guest Experience Ambassadors, this hands-on leadership role coordinates team schedules, assigns roles, supports staff, and ensures the program operates seamlessly while maintaining a high standard of guest service. The Team Lead serves as the primary point of contact between the Guest Experience team and management, providing regular updates and proactively addressing operational needs, challenges, and opportunities.

Primary Job Responsibilities





- Support the setup execution, maintenance, and takedown of the full Santa Experience, ensuring the space is protected, organized, and presentation ready.
- Assist with the execution of holiday programming and activations, stepping into various roles as needed to support the guest experience team.
- Handle and de-escalate challenging guest situations, using sound judgment to resolve concerns professionally.
- Act as a Deerfoot City Ambassador by staying informed on centre events, programming, retailers, and amenities, and providing guests with accurate, timely, and helpful information.
- Provide professional customer support and effectively manage inquiries and concerns through phone, email, and in-person interactions.
- Assist with all aspects of personnel management for the Guest Experience team, on job training, mentoring, and performance management for the Santa Program.
- Track and manage inventory of supplies, notifying management when replenishment is required.
- Empower and motivate the Guest Experience team through positive recognition, celebrating successes, and fostering a culture of excellence.
- Ensure the Santa Experience operates seamlessly, addressing operational needs and adjusting staffing or responsibilities as required.
- Assist in preparing the post-season wrap-up report, highlighting successes, challenges,



and key learnings to inform future programming.

Qualifications

Required Knowledge, Skills, and Abilities

- Strong commitment to delivering exceptional guest experience.
- Reliable and punctual, with a strong commitment to scheduled shifts and program responsibilities.
- Strong communication skills, with the flexibility to seamlessly transition between roles and tasks to support a smooth and welcoming guest experience.
- Comfortable using technology with the ability to quickly learn and use computers, booking systems, printers, and other program technology.
- Excellent verbal and written communication skills in English, with the ability to communicate clearly and professionally with a diverse range of audiences.
- Skilled in problem-solving, conflict resolution, and relationship building.
- Energetic, positive, and able to inspire both team members and guests.
- Reliable, organized, and detail-oriented with a strong sense of personal ownership.

Required Training and Experience

- Minimum 3-5 years of experience in a customer-facing role preferred.
- Proven experience leading and motivating a team
- Experience working with children and families is an asset.
- Background in retail or hospitality preferred
- Proficient in MS Office and Google Workspace; comfortable working with computer systems. Experience with Adobe Lightroom considered an asset

Working Conditions

Full-time or part-time opportunities are available, with shifts scheduled across daytime, evening, and weekend hours. Flexibility is required, and successful candidates must be available to work a combination of weekday, evening, and weekend shifts throughout the seasonal program.

Wage Range: $20 – 22/hour

📌 Seasonal Guest Experience Team Lead, Deerfoot City (Canada)
🏢 Shape Holdings
📍 Canada