Guest Services Supervisor, Southgate Centre

2 weeks ago

Edmonton, Canada JLL Full time

JLL supports the Whole You, personally and professionally.

**Responsibilities**:
Oversee and manage the entire end-to-end customer experience;
Actively promote and champion the Southgate Centre customer service culture in relation to the its brand;
Work closely with the Property Manager to manage the Guest Services budget and ensure staff hours are within the allotted hours
Liaise with Security, Janitorial, HVAC, and mall management to report repair and maintenance issues and tenant concerns around the centre;
Be responsible for the tracking, analyzing and reporting of all customer service programs and marketing results as related to Guest Services;
Develop and maintain all Guest Services operating procedures and manuals;
Hire, train, and schedule Guest Services staff;
Ensure Guest Services staff are trained to be an effective representative of the Southgate brand;
Develop schedules, prepare time sheets, and ensure hours are maintained within the approved allotted budget;
Mentor, empower, and motivate the Guest Services team, meet team members regularly to provide feedback on performance and manage performance issues;
Demonstrate customer service excellence by providing friendly, professional and prompt customer inquiries and complaints through in-person, phone, text, and online means
Work closely with the Marketing Manager to maintain a comprehensive understanding of all promotional activity in the centre for communication to all Guest Services staff;
Establish and maintain a strong rapport with retailers;
Oversee the maintenance of gift card inventory, coordination of orders, and monthly inventory requests

**Key requirements**:
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, strong team player with positive attitude;
Positive attitude and a demonstrated ability to be proactive, resourceful, approachable, adaptable, solution-focused, and professional at all times;
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;
Must be flexible and able to work weekends, evenings, and holidays as needed (note that the regular schedule for this position will involve one weekend day).

Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds, experiences and perspectives help us think bigger, spark innovation and succeed together.

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