Assistant Guest Experience Manager
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Key details
- Location
- Edmonton, AB, Canada
- Work style
- Onsite
- Level
- Mid level
- Job type
- Full-time
- Experience
- 2–3 yrs
- Function
- Administrative
- Focus area
- other
- Visa sponsorship
- Needs a security clearance
- Posted
- 2w ago
Skills
customer serviceperformance management
About the role
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.
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.