Guest Services Supervisor

2 weeks ago

Greater Sudbury, Canada New Sudbury Centre - Primaris REIT Full time

**Position Summary**

The main responsibility of the Supervisor, Guest Service is to coordinate the delivery of outstanding customer service to all patrons and tenants of the property. This position is a multifaceted role which requires interaction with customers and tenants as well as coaching and supervising staff. This position is also responsible for administering and managing specific property programs such as gift cards, community clubs, contests, etc.

**Role**
- Demonstrate exceptional customer service to all patrons and tenants through assisting patrons with information about the property and events
- Hire, orient and train all new Guest Services Representatives
- Prepare shift schedules which provide optimum levels of service to both patrons & tenants
- Order and maintain Guest Services Uniforms
- Set-up new tenants on Centre’s Gift Card Program
- Prepare reports and balance Gift Card reconciliations regularly, in order to evaluate sales trends and prepare action plans where necessary
- Maintain a centralized database to log feedback from customers, retailers and staff
- Mediate and liaise between the customers and tenants when conflict arises with the goal to restore harmony amongst both parties, where appropriate
- Oversee Social Media platforms
- Assist in the execution of Marketing promotions and events at the Centre
- Oversee the administration of the “lost and found” program
- Manage Community and Non-Profit Bookings and ensure all contracts and insurance requirements are submitted and accurate
- Manage and oversee stocking of all mall related information throughout the property
- Answer incoming calls on both the internal and external telephone lines
- Oversee the use and maintenance of the “Parenting Room” (if applicable)
- Oversee the rental program and maintenance of strollers, wheelchairs, etc.
- Authorize refunds for property vending machines upon request (if applicable)
- Record correspondence and relay concerns from tenants and customers to appropriate departments
- Hold regular staff meetings to ensure effective communication
- Provide support to other departments as requested
- Conduct annual performance reviews and coach direct reports accordingly
- Actively participate in the hiring and training processes when required
- Motivate, direct and evaluate all direct reports through regular formal and informal discussions, including annual evaluations and goal setting sessions, to enhance employee job satisfaction, foster employment stability, and to maximize productivity
- Other duties as assigned

**Requirements**:

- Formal Education and/or Certifications_
- College diploma or equivalent
- Years of Experience_
- Minimum 3-5 years of experience in a related field
- Minimum 1 year of supervisory experience
- _Specialized knowledge, skills and abilities_
- Basic PC skills
- Basic Microsoft Office skills
- Social Media knowledge an asset
- Bilingual (French/English) an asset
- First Aid, CPR and AED Certifications an asset
- Outstanding customer service skills
- Positive and professional demeanor
- Ability to motivate, delegate and empower effectively
- Interpersonal skills

**Competencies**
- Communicate clearly, concisely, professionally and convey active listening and openness
- Build positive relationships and demonstrate commitment, effort and a "take charge" attitude
- Produce accurate work with attention to detail and consistently meet deadlines
- Take ownership for actions, accept constructive criticism and make the necessary changes to behavior
- Overcome obstacles to get the job done, identify problems and recommend solutions
- Actively support training & development opportunities for employees as well as provide regular and meaningful feedback while delegating responsibility and being comfortable working through others
- See change positively and adapt quickly to change in work requirements
- Knowledge of Health and Safety processes

**Values**
- Respect: Value diverse perspectives, experiences and talents; treat others the way you would want to be treated
- Empowerment: Use the means provided to carry out responsibilities to the best of your ability and to implement creative ideas
- Integrity: Do the right thing, deliver on commitments and admit mistakes
- Teamwork: Work together as one team toward common goals
- Accountability: Hold yourself and others accountable for decisions and results

**Next Step**

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care
- Wellness program

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus pay

Work Location: One location

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