Supervisor, Guest Experience

3 weeks ago

Toronto, 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.

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 Yorkdale 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 Yorkdale’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 of Microsoft Office programs.
- Effective organizational and time management skills
- The ability to work a flexible schedule of days, e

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