Posted 22 days ago
Assistant Guest Experience Manager
@ West Edmonton Mall Property Inc. (West Edmonton Mall & Fantasyland Hotel)
Edmonton, Alberta
Overview
West Edmonton Mall Property Inc. is hiring an Assistant Guest Experience Manager for Fantasyland Hotel to support guest service, complaint resolution and Front Office operations. The role is full-time, salaried based on experience, and requires availability Monday through Sunday including days, evenings, weekends and holidays.
Responsibilities:
- Lead a visible presence in the front office and guest areas
- Resolve guest concerns, complaints and special requests
- Support front desk staff with complex guest situations
- Monitor guest feedback and recurring service issues
- Coordinate with housekeeping, maintenance, F&B and security
Requirements summary:
- 2 to 3 years of front office or guest-facing hotel experience
- Supervisory experience considered an asset
- Experience with computerized hotel front office systems
- Valid Class 5 Alberta licence and three-year driver's abstract
- Hospitality or related post-secondary education an asset
- Must pass a basic security clearance
Tools & skills
Source and dates
Employer career site / ATS feed · dayforce-feed
- Employer posting date
- 2026-10-15
- First seen by our source
- 2026-10-16
- Source record updated
- 2026-10-29
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Mid level |
| Department | Customer service |
| Experience | 2+ years |
| Hours per week | 40 (estimated) |
| Schedule | day, evening, holidays, weekends |
| Travel | air: none · ground: none |
| Position | Sitting and standing |
| Physical demands | physical low · computer moderate |
| Languages | English |
| Driver’s licence | required |
| Background checks | driving record |
| Education | College diploma (preferred) |
| Fields of study | Hospitality Management |
| Security clearance | Other clearance |
Summary and details written by AI from the posting; the employer’s posting is the authority.
West Edmonton Mall Property Inc. (West Edmonton Mall & Fantasyland Hotel)
Saved company profile
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Full company description
West Edmonton Mall Developed, owned, managed and operated by Triple Five®, the stores, attractions and services at West Edmonton Mall®, located in Edmonton, Alberta, Canada, combine to form the most comprehensive retail, hospitality and entertainment complex on Earth. As the prototype for mixed-use entertainment facilities, West Edmonton Mall remains the benchmark by which all other entertainment-oriented malls are judged. Fantasyland Hotel Located directly inside West Edmonton Mall, world-renowned Fantasyland Hotel allows guests convenient access to the shops, restaurants, and attractions that WEM hosts. Featuring standard guest rooms along with unique theme rooms such as Polynesian, Princess, and Roman, Fantasyland Hotel provides guests with an unforgettable stay. Guests travelling for business, may be eligible for the Fantasy Corporate Rate. In addition to the famous guest rooms, Fantasyland Hotel features 25,000 square feet of conference space, perfect for weddings, corporate events, or conferences. Lastly, the talented Fantasyland Hotel culinary team will ensure guests’ taste buds are satisfied whether dining at L2 Grill or having an exceptional meal in the hotel banquet space.
- LinkedIn followers
- 9,087
- People associated on LinkedIn
- 472
- Reported office locations
- 1755, 8882 170 Street, Edmonton, Alberta T5T 4J2, CA
- Business categories
- Hospitality
- Retail
- Shopping Mall
- Culture & Entertainment
- Arts, entertainment and recreation
- Other recorded names
- West Edmonton Mall Property Inc. (West Edmonton Mall & Fantasyland Hotel)
- West Edmonton Mall Property Inc. (West Edmonton Mall and Fantasyland Hotel)
- Specialties
- Shopping
- Shopping Centres
- Retail
- Hotels
- Hospitality
- Tourism
- Property Management
- Development
- Leasing
- Marketing
- Human Resources
- Business Development
- Information Technology
- Security
- Operations Management
- Recreation
- Amusement Parks
- and Restaurants
- Profile identifies a recruitment agency
- No
- Reported total investment
- 0
Currency and observation date were not supplied; this is not a current valuation or a funding round.
West Edmonton Mall Developed, owned, managed and operated by Triple Five®, the stores, attractions and services at West Edmonton Mall®, located in Edmonton, Alberta, Canada, combine to form the most comprehensive retail, hospitality and entertainment complex on Earth. As the prototype for mixed-use entertainment facilities, West Edmonton Mall remains the benchmark by which all other entertainment-oriented malls are…
| Field | Value |
|---|---|
| Industry | Retail |
| Company size | 1,001-5,000 employees |
| Headquarters | Edmonton, Alberta |
| Organization type | Privately Held |
| Year founded | 1981 |
| Specialties | ShoppingShopping CentresRetailHotelsHospitalityTourismProperty ManagementDevelopmentLeasingMarketing |
| Open jobs on Jobsy | 37 |
| View page |
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 environment.
- 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.
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