Supervisor, Guest Services Ii

7 months ago

Ottawa, Canada The Cadillac Fairview Corporation Ltd Full time

**Role impact**:
To maintain a positive and professional image of the Centre by supervising the activities of the Guest Services team in providing exceptional customer service to retail clients and customers.

**What you will deliver**:

- Manage the activities of all Guest Services Representatives to ensure the timely achievements of department goals, within prescribed procedures and standard business practices
- Provide outstanding customer service while inspiring staff to do the same and enable ongoing professional development
- Recruit, supervise and train all Guest Services Representatives and keep them informed of all relevant policies and procedures;
- Measuring individuals and team performance through the annual and ongoing review process
- Effectively schedule staff hours to provide optimum service levels and hold regular staff meetings to ensure they have current information to effectively execute their duties and provide a high level of customer service
- Manage and support CF Service, Brand and Community program initiatives from implementation to launch ensuring all are on strategy, in addition to compiling survey information to determine the success of the promotional event.
- Provide input in the annual budget process for the department and actively ensure to stay within the prescribed budget
- Manage the Gift Card program sales at Guest Services and develop a Corporate Client growth strategy ensuring Gift Card annual sales are in accordance with annual sales targets
- Forge strong relationships with our retail partners and gain their feedback when creating an annual plan for the property team to engaged them
- Support the property’s growth strategy by supporting the GM & Leasing function in showcasing the property, and coordinating leasing and activations

**What your strengths are**:

- Excellent communicator, both written and verbal
- Customer service focused and able to respond customer needs with diplomacy and tact.
- Able to adapt to change and can multi-task
- A great teammate with strong interpersonal skills
- Strong problem solving skills
- Positive, hardworking with a professional appearance and demeanour
- Works well with people at all levels of an organization
- Excellent with time management, attention to detail and organizational skills

**What you need to succeed**:

- Hospitality and Hotel Management University Degree/College Diploma or equivalent work experience
- Minimum 5 years in hospitality industry with administrative and managerial experience
- Thorough knowledge of administrative managerial practices, customer service principles, office policies and procedures, accounting procedures, public relations and promotional knowledge
- Standard first aid and CPR is an asset
- Digital literacy with proficiency in Excel, Word and Google Suite

**Why you should join us**:
At Cadillac Fairview we have been transforming communities for over 50 years. We are so much more than our properties. We are building leaders at all levels. We offer the challenge of interesting work, a great organizational culture, the opportunity to collaborate with the best in the business, and support for your growth and development. We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension. Imagine a place where you can make a difference

At CF our everyday actions and critical business decisions are guided by our CF Values. Achieving results is naturally important for us and we achieve results through behaviours that are consistent with our CF Values.

**Are you someone who believes in our values?**
- **Aim Higher** - we strive to exceed expectations
- **Own Your Expertise** - we empower ourselves and each other
- **Collaborate Effectively** - we bring the right people together to get the right results
- **Engage with Empathy** - we objectively consider the needs of others
- **Embrace Change** - we drive, learn from, and adapt to change

At CF you’ll join a diverse community and award-winning team where your talent and commitment to excellence are welcomed, valued and respected.

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