Key takeaways
Lessons from running a major shopping centre
- Sweat the small details. In operations and project management, the small things you overlook often become bigger problems later.
- Do not forget back of house. Regular checks and maintenance keep service areas safe and clean for tenants and staff, not just the spaces shoppers see.
- Bring operations into design early. Mikayla helps place clean-outs, access hatches, and service closets in renovations so future repairs do not shut down a whole washroom.
- Keep your building records organized. Operations and maintenance manuals, samples, and finish boards are referenced constantly when it is time to replace something.
- Learn the trades and read drawings. Understanding how things are built helps you judge estimates, timelines, and solutions on the spot.
About the guest
MN
Mikayla Neustaedter
Operations Manager, Cadillac Fairview, CF Chinook Centre
Mikayla has spent 10 years at CF Chinook Centre, where she is operations manager for Cadillac Fairview’s 1.2-million-square-foot Calgary shopping centre with about 252 stores. She holds an architectural technology diploma from SAIT and a Bachelor of Management from the University of Lethbridge, and started her career in commercial roofing service at Flynn Canada.
Episode summary
In this episode
Mikayla Neustaedter grew up helping her father on repair jobs, studied architectural technology at SAIT, and earned a management degree before starting her career in commercial roofing. She joined CF Chinook Centre 10 years ago and now manages operations for one of Canada’s most productive shopping centres.
She describes a typical day, the history of Chinook from its drive-in theatre days to today, and the time capsule at the heart of the mall. She also explains how Cadillac Fairview balances diverse tenants, its sustainability projects like rainwater harvesting and cogeneration, and how the former Nordstrom space is being used for immersive experiences.
Mikayla shares the technology and design choices that make operations run smoothly, what is coming next at Chinook, her advice for aspiring operations managers, what she looks for in a janitorial partner, and a book that helped her keep work and life in perspective.
Chapters
- 0:00Introduction
- 1:45About Cadillac Fairview and Chinook Centre
- 3:49Mikayla’s path into operations
- 10:39Qualities behind her success
- 12:00A day in the life of an operations manager
- 14:24What drives Chinook’s success
- 15:15A history of Chinook Centre
- 25:38The Chinook time capsule
- 28:22Balancing diverse tenants
- 29:39Sustainability initiatives
- 33:56Reimagining the former Nordstrom space
- 37:17Technology and design for operations
- 42:50What’s next for Chinook
- 44:48The most rewarding part
- 46:24Advice for aspiring operations managers
- 49:34Choosing janitorial partners
- 52:46Dream property
- 55:12Book recommendation
Jump to a chapter (18)
- 0:00Introduction
- 1:45About Cadillac Fairview and Chinook Centre
- 3:49Mikayla’s path into operations
- 10:39Qualities behind her success
- 12:00A day in the life of an operations manager
- 14:24What drives Chinook’s success
- 15:15A history of Chinook Centre
- 25:38The Chinook time capsule
- 28:22Balancing diverse tenants
- 29:39Sustainability initiatives
- 33:56Reimagining the former Nordstrom space
- 37:17Technology and design for operations
- 42:50What’s next for Chinook
- 44:48The most rewarding part
- 46:24Advice for aspiring operations managers
- 49:34Choosing janitorial partners
- 52:46Dream property
- 55:12Book recommendation
From the conversation
Transcript excerpts
There’s so many facets… you’re in the office, you’re on the floor and now this comes up and now you got to go attend this… I never know what I’m going to walk into sometimes.
Mikayla NeustaedterPlay from 0:08
We want to ensure the building is a very safe and clean place for everyone including the back of house operations…
Mikayla NeustaedterPlay from 0:48
Bringing the technical side together with the higher level managerial study has really given me a deep understanding of managing teams, managing projects and a building…
Mikayla NeustaedterPlay from 10:07
Need cleaning that covers back of house too?
We’ll walk your building with you and send a written cleaning scope and price. Free, no obligation.
Read the conversation
Full episode transcript
Show transcript
Paste the edited transcript here.
FAQ
Questions about this episode
What does Mikayla look for in a janitorial company?
Does the provider do what it said it would, how well was it done, and is the fix lasting or temporary? She also makes sure RFP site walks cover parkades, stairwells, and back hallways, so bidders understand the real scope before they price it.
How does CF Chinook Centre approach sustainability?
Through Cadillac Fairview’s Green at Work program, which covers climate action, resource use, and wellbeing. Projects include LED retrofits, cogeneration units, heat recovery, and a rainwater harvesting system built into a retired cooling tower basin.
What book does Mikayla recommend?
Overwhelmed: Work, Love, and Play When No One Has the Time by Brigid Schulte. She says it helped her accept that we can only do so much and learn which things to let go.
More episodes from the podcast
Adam Ludgate of Cirkuit: How Smart Sensors Are Changing Building Operations
Adam Ludgate of Cirkuit explains how wireless sensors catch water leaks within minutes, why insurers are starting to pay attention, and where older buildings should start.
Marty Connelly: 45 Years of Family, Integrity & Condo Management Leadership
Marty Connelly shares what 45 years of family-run condo management in Calgary taught him about responsiveness, hiring, and keeping a personal touch across 100+ properties.
Maria Bartolotti: Resilience, Leadership & Building One of Calgary’s Leading Condo Management Firms
Maria Bartolotti of New Concept Management on nearly leaving the industry, educating condo boards, preventing burnout, and recruiting Alberta’s next condo managers.