Supervisor, Guest Experience

6 months ago

Scarborough, Canada Oxford Properties Full time

Why join us?

Are you looking to join an innovative, global real estate company who builds communities and connects people to exceptional places? If so, we would love to tell you our story.

At Oxford, our culture is truly one of a kind. Across business lines and around the world, we embrace the complex and tackle opportunities with speed and agility. We are ambitious and humble, forward looking and service-focused. We get stuff done, and have fun doing it We take great pride in contributing to the communities where we live. We believe that what is good for the environment is good for business. Together we deliver exceptional experiences to our over 2 million daily customers.

Reporting to the Senior Property Manager, you will be committed to motivating and developing your team to deliver exceptional guest experiences and ensure every guest interaction is carried out in a professional, courteous, and efficient manner.

**As a member of this team, you will be responsible for**:
Administrative
Develop and facilitate all training and staff meetings for the Guest Experience department
Effectively communicate all in-centre events, store closures/openings and relocations in a timely manner
Oversee all employee scheduling, training and vacation approvals and ensure constant adaptation and flexibility to the operational needs of the centre
Assist in monitoring inventory levels and expenditures to ensure prudent budget management
Continuously seek out innovative services and offerings to elevate the in-centre experience
Complete daily Gift Card Reconciliations and other administrative tasks as required
Build and maintain relations with Gift Card clients, facilitate corporate sales and strive to increase annual Gift Card sales

In-Centre Supervision
Oversee the training of all new hires to ensure all representatives are prepared and can effectively represent the STC brand

**Establish and uphold staff guidelines (example**: Uniform, Phone, In-Person, and Online Service Standards)
Model exemplary customer service by devoting 50% of the work week to in-centre service monitoring and support, including offering services and selling gift cards
Manage the overall appearance of all Guest Experience locations to ensure appropriate standards are met and deficiencies are being reported and addressed in a timely manner
Support with event planning and developing operational strategies for in-centre promotional offers
Provide leadership, encouragement, recognition, and development to all Guest Experience staff
Support with guest/and or team concerns, including documentation, timely follow-up and notifying relevant departments to ensure the guest/team members satisfaction
Assist/Lead various on-site projects that intercept with the overall customer experience
Oversee STC’s Gift Card program in compliance with all Oxford policies and procedures

**To succeed in this role, you**:
College Diploma/University Degree with a focus on hospitality/tourism, marketing, or a related program.
3-5 years of supervisory experience in a customer service and/or hospitality related industry.
Ability to inspire excellence and lead a large team.
Positive attitude and a passion for providing exceptional guest experiences
Ability to effectively communicate and build rapport with the Guest Experience team, as well as retailers, management, service providers, and all shopping centre personnel.
Must be able to work well in a fast-paced environment, with the capability to problem-solve and multi-task, while maintaining a high-level of professionalism.
Strong written and verbal communication skills.
Conflict resolution and management skills.
Computer skills - including working knowledge of Microsoft Office programs.
Effective organizational and time management skills

**Our story**:
Oxford Properties Group (“Oxford”) is a leading global real estate investor, asset manager and business builder. It builds, buys, and grows defined real estate operating business with world-class management teams. Established in 1960, Oxford and its portfolio companies manage approximately C$87 billion of assets across four continents on behalf of their investment partners. Oxford’s owned portfolio encompasses office, logistics, retail, multifamily residential, life sciences, hotels, alternatives and credit in global gateway cities and high-growth hubs. A thematic investor with a committed source of capital, Oxford invests in properties, portfolios, development sites, debt, securities, and real estate businesses across the risk-reward spectrum. Together with its portfolio companies, Oxford is one of the world’s most active developers with over 80 projects currently underway globally across all major asset classes. Oxford is owned by OMERS, the Canadian defined benefit pension plan for Ontario's municipal employees.

OMERS is committed to having a workforce that reflects the communities in which we live and work. We are an equal opportunity employer committed to a barri

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