Our Client is a leader in developing highly successful retail properties across Canada. They are looking for their next Guest Services Supervisor in the Greater Vancouver Region.
As the leader you will be the one who sets the tone for all customer service interactions. As an integral part of the management team, the Guest Services Supervisor will liaise closely with the management team and will be tasked with the challenge of bringing the clients brand to life for all customers, including shoppers, service providers, and the community.
Guest Services Supervisor Responsibilities :
Develop strategic plans and tactics for improving customer service offerings for shoppers, retailers, employees and contractors;
Manage the Guest Services budget and provide input during budget preparations (both operations and marketing)
Oversee and manage the entire customer experience;
Develop and maintain all Guest Services operating procedures and manuals;
Hire, train, and schedule Guest Services staff;
Ensure Guest Services staff is trained to be an effective representative of the centre’s brand;
Develop schedules and prepare time sheets;
Supervise, mentor, empower, and motivate the Guest Services team;
Meet team members regularly to provide feedback on performance and manage performance
Work closely with the Marketing team to maintain a comprehensive understanding of all promotional activity in the centre for communication to all Guest Services staff;
Coordinate tour groups including communicate with group leader and schedule Guest Service Representatives to facilitate meet and greet;
Coordinate community events as requested;
Establish and maintain a strong rapport with retailers;
Correspond with retailers on regular basis (face to face as much as possible) in coordination with the Property Manager
Drive gift card sales. Understand sales performance / key trends and communicate pertinent information to management and Guest Services staff;
Minimum High school diploma required;
3 to 5 years of supervisory experience in a customer service or hospitality related industry;
Experience working with the public with a track record of providing exceptional customer service;
Strong leadership and supervisory skills;
Conflict resolution / management skills;
Positive attitude and a demonstrated ability to be proactive, resourceful, approachable, adaptable, solution focused and professional always;
Strong oral and written communication skills;
Ability to work independently and as part of a team;
Excellent organizational skills;
Demonstrated ability to multi-task and work effectively in a fast-paced environment;
Strong computer skills (MS Office); internet savvy and social media knowledge;
This position is scheduled to work from Tuesday to Saturday.
Must be flexible and able to work weekends, nights and holidays as needed.