Supervisor, Guest Services Ii

4 months ago

SaintBrunodeMontarville, Canada The Cadillac Fairview Corporation Limited Full time

**_Role Impact:_**
To maintain a positive and professional image of the Centre by overseeing the activities of the Guest Services team in providing convenience-oriented customer service to merchants and customers.

**_
What you will deliver:_**
- Manage the activities of all direct reports to ensure the timely achievements of department goals, within prescribed procedures and standard business practices
- Provide outstanding customer service while inspiring the Guest Services staff team to do the same and provide ongoing professional development
- Recruit, supervise and train all Guest Services staff by keeping them informed of all relevant policies and procedures, effectively scheduling hours to provide optimum service levels and holding regular staff meetings in order to ensure they have the appropriate information to effectively execute their duties and provide a high level of customer service, and measure individual and team performance through annual and ongoing review process
- Manage program deliverables from implementation to launch ensuring all are on strategy
- Liaise regularly with internal and other project partners to support project deliverables
- Provide input in the annual budget process affecting areas of responsibility and provide ongoing support in effectively managing budgets and expenses
- Support the development and manage the implementation of priority services to be offered in accordance with property strategic plans that stand the test of national standards in program delivery
- Develop and manage the information technology systems support to manage the guest services program, providing accurate and timely reports
- Develop and maintain excellent relationships with retailers, ensuring their input and feedback into Guest Service program delivery
- Manage the Gift Card program sales at Guest Services and develop a Corporate Client growth strategy ensuring Gift Card annual sales are in accordance with annual sales targets
- Monitor scheduled Guest Services, budgets and submission of required information
- Prepare event evaluation and customer feedback by report gathering, analyzing and compiling survey information in order to provide appropriate parties with statistical data to determine the success of promotional events at Guest Services
- Build and maintain the Guest Services database, in accordance with database acquisition targets, ensuing customer information is kept current
- Perform a variety of administrative duties such as filing, faxing and updating contractors lists in order to ensure accurate information is available to appropriate parties and to ensure the efficient operation of the services
- Forge strong relationships with our retail partners by creating an annual plan for the guest services team to be engaged with our retail partners
- Generate a variety of weekly reports by accessing appropriate information to provide the Marketing Manager with an up-to-date status

**_
What your strengths are: _**
- Excellent communication skills, written and verbal
- Positive "can do" attitude who works well with people at all levels of an organization
- Very strong organizational skills who is adaptable to change and can multi-task
- Team player attitude with good public relations skills who is customer-oriented and responsive to customer needs
- Ability to work well with mínimal supervision

**_
What you need to succeed:_**
- Hospitality and Hotel Management University Degree/College Diploma or equivalent work experience
- Minimum 5 years in hospitality industry with administrative and managerial experience
- Public relations and promotional experiences an asset
- Standard first aid and CPR
- Thorough knowledge of administrative managerial practices, customer service principles, office policies and procedures, accounting procedures, public relations and promotional knowledge
- Computer literacy with working knowledge of Excel and Word

**_Why you should join us:_**

At Cadillac Fairview we have been transforming communities for over 50 years. We are so much more than our properties. We are building leaders at all levels. We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development. We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension. Imagine a place where you can make a difference

At CF our everyday actions and critical business decisions are guided by our CF Values. Achieving results is naturally important for us and we achieve results through behaviours that are consistent with our CF Values.

**Are you someone who believes in our values?**
- **_Aim Higher_** - we strive to exceed expectations
- **_Own Your Expertise_** - we empower ourselves and each other
- **_Collaborate Effectively_** - we bring the right people together to get the right results
- **_Engage with Empathy_

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