Supervisor, Guest Experience

3 months ago

Mississauga, Canada OMERS Full time

Choose a workplace that empowers your impact.
Join a global workplace where employees thrive. One that embraces diversity of thought, expertise and passion. A place where you can personalize your employee journey to be — and deliver — your best.
We are a leading global real estate investor, developer and manager. We combine our capital with our capabilities to create real estate that strengthens economies and communities. By prioritizing people, partnerships and places, we generate meaningful returns for OMERS members, enhance value for our capital partners and create a brighter world for our customers.
Join us to accelerate your growth & development, prioritize wellness, build connections, and support the communities where we live and work.
Don’t just work anywhere — come build tomorrow together with us.
Oxford’s commitment to customer service forms the foundation for everything we do. Invested in delivering service excellence, Oxford offers a dynamic and collaborative team environment with several growth opportunities. We are committed to delivering exceptional service in every interaction, every day. Reporting to the Guest Experience Manager, and working alongside fellow Guest Experience Supervisors and Guest Experience Coordinator, you will be committed to providing an exceptional guest experience and ensuring every guest interaction is carried out in a professional, courteous and efficient manner. The Guest Experience Supervisor will be responsible for day-to-day operations of the Guest Experience department at Square One Shopping Centre.
**As a member of this team, you will be responsible for**:
Administrative
- Work alongside the Guest Experience Manager and Human Resources to recruit for all Guest Experience roles and deliver on-boarding training.
- Oversee the training of all new hires to ensure all representatives are prepared and can effectively represent Oxford's brand.
- Facilitate and assist staff meetings for the Guest Experience department.
- Effectively communicate all in-centre events, store closures/openings and relocations in a timely manner.
- Assist Guest Experience Coordinator with employee scheduling templates, payroll, training and vacation approvals, corporate gift cards, and ensure constant adaptation to operational needs.
- Assist in monitoring inventory levels and expenditures to ensure prudent budget management.
- Participate in special projects and other duties as needed.
- Assume other responsibilities as assigned.

In-Centre Supervision
- Model exemplary customer service by devoting 80% of the work week to in-centre service monitoring and support, including offering services and selling gift cards.
- Responsible for being an expert of the National Gift Card Program, including gift card procedures, gift card selling, and daily reconciliations.
- Responsible for the day-to-day operation of the Guest Experience Kiosks.
- 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.
- Key importance is to focus on guest engagement, issue resolution and ensure Guest Experience are functioning at optimal levels.
- Support with event planning and developing operational strategies for in-centre promotional offers
- Provide leadership, encouragement, recognition, performance management, and development to all Guest Experience staff members.
- Support with guest/and or team concerns, including documentation, timely follow-up and notifying relevant departments to ensure the guest/team members satisfaction.
- Establish and uphold staff guidelines (example: Uniform, Phone, In-Person, and Online Service Standards)
- Ensure all Oxford Service Excellence standards are being followed and met throughout every interaction, every day.
- Assist/Lead various on-site projects/initiatives that intercept with the overall customer experience.
- Oversee Shopping Centre programs/services and assist the other staff members when needed.
- Assume other responsibilities as assigned.

**To succeed in this role, you**:

- College Diploma/University Degree with a focus on hospitality/tourism, marketing or a related program.
- 3 to 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.
- Adapts quickly to change in work requirements; can re-prioritize
- Strong written and verbal communication skills.
- Conflict resolution and management skills.
- Computer skills - including working knowledge o

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