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Guest Services Supervisor

1 month ago

Edmonton, Canada Cushman & Wakefield Full time
Guest Services Supervisor

Job Title: Guest Services Supervisor

Job Description Summary: Londonderry Mall is looking for a full-time Guest Services Supervisor. Working with the Marketing Manager, the Guest Services Supervisor will assist with delivering all facets of the Londonderry Mall marketing and guest experience program.

Key Responsibilities:

The Guest Services Supervisor is responsible for assisting in overseeing the Guest Experience, which includes the management of the Guest Services team. The Guest Services Supervisor will also assist with social media coordination, event coordination and liaise with retailers on a regular basis to support sales and traffic growth. The role requires flexibility and a variable schedule to accommodate the diverse opportunities presented by a retail shopping center.

  1. Guest Experience Supervisor:
  • Oversee the Londonderry Guest Experience program including but not limited to gift card sales, guest services staffing and scheduling, management of the Guest Services desk, and all other supervisory duties as they pertain to Guest Services.
  • Occasionally work at the Guest Services desk as required.
  • Coordination of quarterly Guest Services meetings.
  • Assign tasks and projects as required.
  • Training of all Guest Services Staff.
  • Gift Card daily and monthly reconciliation.
  • Gift Card reporting.
  • Assist, implement and oversee the development of the Gift Card sales strategy.
Reporting:
  • Monthly reporting of relevant website, social media, newsletter, and gift card metrics including but not limited to pageviews, followers, reach, sales, etc.
  • Monthly reporting of Londonderry’s foot traffic.
  • Produce monthly reports on the event performance, gift card sales, digital advertising, and public relations.
  • Other reports as required.
  • Assist with research as required.
Website, Social Media & Newsletters:
  • Work with the marketing manager to develop and implement a monthly social media calendar.
  • Continue to adapt and develop social media strategies in conjunction with the Marketing Manager.
  • Work closely with retailers to feature brands, products and/or services that assist the stores in meeting their sales targets.
  • Management and monitoring of all social media accounts.
  • Assist in the development and deployment of all Londonderry Newsletters to retailers and subscribers.
  • Ensuring the shopping centre website is up to date with daily/weekly updates to the following web pages: retailer promotions, news and events and job descriptions.
  • Produce monthly online engagement and usage statistics for the Londonderry Mall website, e-newsletter and social media platforms.
Special Events:
  • Assist in the planning, coordinating and day-of execution of in-mall events and off-site sponsorships.
  • Assist in the management and installation of mall décor.
  • Assist in the management and installation of mall signage and in-mall advertising.
Retailer Relations:
  • Regularly meet with Londonderry retailers and assist with their in-mall marketing.
  • Coordinate bi-annual retailer meetings.
MISC:
  • Assist in the creation of the annual marketing plan as requested.
  • Assist in the creation of basic advertising materials and signage as needed.
  • Seek new opportunities for events, partnerships, influencer relationships and social media marketing as requested.
  • Assist on special projects as requested.

Knowledge/Skills/Competencies:

  • Previous experience in a marketing, advertising and/or customer service environment.
  • Previous experience working in a fast-paced environment.
  • Previous experience managing staff of all ages and levels of experience.
  • Ability to work independently and in a team environment.
  • Self-motivated.
  • Excellent interpersonal and communication skills (written and oral).
  • Computer literate and fully proficient with Word, Excel, PowerPoint, Outlook, Canva.
  • Strategic and tactical background in social media marketing development and outreach.
  • Experience using website content management software (CMS) and Facebook Ads.
  • Project planning, research, and analytical skills.
  • Problem-solving and critical thinking skills with a solution-focused approach to challenges.
  • Detail-oriented self-starter with strong organizational, prioritizing and time management skills.
  • Ability to effectively communicate with tenants, customers, and contractors to provide support and complete projects.
  • Willing to work flexible hours including early mornings, evenings, and weekends.
  • Must be able to provide clear criminal background check.

Educational Requirements:

Undergraduate degree or diploma in marketing, public relations, communications, commerce or business administration preferred. Minimum two years of related marketing, event planning or business experience.

Cushman & Wakefield is committed to equity in employment and our goal is to have a diverse, inclusive, and barrier-free workplace. If you are a person with a disability and need the job posting in an alternative format or any other accessible accommodations during the hiring process, please email your request to canadarecruitment@cushwake.com. Please refer to the job title and job location when you contact us.

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