Guest Experience Manager, Toronto Campus

Hours per Week: 35

Salary Grade: 14

Hiring Range: $70,000 - $85,000, commensurate with experience.

Please note, this is a temporary full time contract opportunity, with a benefit package, with an expected end date of December 31, 2026.

The role will be located at Western University's new downtown Toronto location at 130 King Street West, Toronto, on the 34th floor of the Exchange Tower.

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

Western University is launching a dynamic new presence in downtown Toronto, serving as a hub for thought leadership, professional education, and community engagement. Located at 130 King Street West, on the 34th floor of the Exchange Tower, Western's Toronto space features classrooms, boardrooms, breakout rooms, and larger conference facilities for up to 200 guests, as well as hoteling space for employees.

The Guest Experience Manager, Toronto Campus, is responsible for developing, coordinating, and managing all aspects of guest services, events, and operations at Western University's new downtown Toronto location, helping to shape Western University's presence in the city. As the first point of contact and a key representative of Western, this role ensures a seamless, professional, and welcoming experience for guests and partners. The Guest Experience Manager blends hospitality, program and event coordination and operational oversight to maximize the success of Western's Toronto campus. The role builds and maintains strong relationships with university clients and external partners, proactively resolves issues, and enables revenue growth through effective promotion and utilization of the space. The Guest Experience Manager plays a pivotal role in creating a vibrant hub for learning, convening, and connection—delivering exceptional service, fostering engagement, and ensuring the space operates at the highest standard.

Education:

• Post-secondary degree or diploma in hospitality, business administration, event management, or a related field
• University degree in hospitality management, business administration, or a related discipline preferred

Experience:

• 5 years of experience in event and program management, hospitality services, and/or client services in a hotel, special event, or conference services environment
• Experience managing large-scale events and working with professional clients
• Experience in higher education, executive education, or professional services environment considered would be considered an asset

Knowledge, Skills & Abilities:

• Knowledge of event planning and current industry trends to ensure innovative and competitive offerings
• Demonstrated strength in problem-solving, with a proactive, service-oriented approach to addressing challenges and guest needs
• Exceptional interpersonal and customer service skills, exhibiting professionalism, diplomacy, and a welcoming presence
• Advanced organizational and scheduling abilities, with meticulous attention to detail and reliable follow-through
• Proficiency with technology, including basic troubleshooting of AV/IT systems and effective coordination with technology services
• Ability to manage multiple priorities and tasks in a fast-paced, dynamic environment
• Collaborative team player who can also work independently and exercise sound judgment
• Flexibility to work outside standard hours, including evenings and weekends, to support events and operational needs
• Proven ability to plan, organize, and execute events with acute attention to detail and creative problem-solving
• Excellent communication skills, both verbal and written, for engaging with diverse stakeholders
• Intermediate proficiency using office and event management software (e.g., Microsoft Excel, scheduling tools, event platforms)
• Analytical skills and consultative approach to resolving issues and identifying opportunities for improvement
• Ability to build and maintain lasting relationships with internal departments, clients, vendors, and external partners
• Track record of exceeding revenue goals and maximizing space utilization through effective business development
• Resourcefulness, initiative, and accountability in independently resolving issues and driving results
• Experience preparing quotes, managing budgets, and handling financial aspects of events and space rentals
• Ability to develop room layouts and event diagrams, and coordinate with suppliers/vendors for seamless event delivery
• Commitment to continuous learning and staying current with industry best practices, service standards, and new event themes

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources or phone

This position is an existing vacancy. We thank all applicants for their interest; however, only those chosen for an interview will be contacted.