The Assistant Guest Experience Manager is responsible for supporting an exceptional guest experience throughout Fantasyland Hotel, with a strong focus on service delivery, guest engagement and effective resolution of guest concerns. Primary

Responsibilities:
• Provide a visible and approachable leadership presence within the Front Office and guest-facing areas of the hotel.
• Ensure guests receive professional, welcoming and consistent service throughout their stay.
• Respond to guest concerns, complaints, and special requests using strong customer service, problem-solving, and conflict-resolution skills.
• Take ownership of guest concerns and follow through to ensure appropriate and timely resolution.
• Identify opportunities to enhance the guest experience and proactively address potential service issues.
• Support Front Desk employees with complex guest situations, service recovery, and operational questions.
• Monitor guest feedback and identify recurring service concerns or opportunities for improvement.
• Communicate significant guest concerns, service trends and operational issues to Front Office management.
• Work collaboratively with Housekeeping, Maintenance, Reservations, Food & Beverage, Security and other hotel departments to resolve guest concerns and support a seamless guest experience.
• Assist with VIP arrivals, special occasions, groups, and other guest requirements when needed.
• Help ensure Front Office service standards, procedures and Fantasyland Hotel service expectations are consistently followed.
• Provide guidance and support to employees during day-to-day operations without assuming primary responsibility for formal performance management.




• Assist with employee orientation and on-the-job training related to guest service standards and Front Office procedures.
• Support Front Office operations during busy periods and provide operational coverage where required.
• Assist with maintaining effective communication between shifts and within the Front Office team.
• Identify operational or service improvements and bring recommendations forward to Front Office management.
• Other responsibilities as required. Desired

Qualifications:
• 2–3 years of experience in a Front Office, Guest Services or similar guest-facing hotel environment, with previous supervisory or leadership experience considered an asset.
• Strong commitment to providing exceptional guest service.
• Demonstrated ability to professionally resolve guest complaints and challenging situations.
• Excellent interpersonal, communication, and conflict-resolution skills.
• Strong problem-solving skills and the ability to exercise sound judgment in a fast-paced setting.
• Ability to remain calm, professional, and guest-focused while managing competing priorities.
• Strong organizational skills with the ability to multitask effectively.
• Experience with computerized hotel Front Office systems.
• Hospitality Management education or related post-secondary education is considered an asset.
• Valid Class 5 Alberta driver's license and ability to provide a three-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.

📌 Assistant Guest Experience Manager (Edmonton)
🏢 West Edmonton Mall Property Inc. (West Edmonton Mall and Fantasyland Hotel)
📍 Edmonton