Guest Services Supervisor
2 months ago
About QuadReal Property Group
QuadReal Property Group is a global real estate investment, operating, and development company based in Vancouver, British Columbia, managing assets totaling $73.8 billion. Originally founded in Canada, QuadReal has expanded its investment capabilities into both public and private markets, aiming to generate strong investment returns while fostering sustainable environments that add value to communities and individuals.
Role Overview
The Guest Services Supervisor plays a pivotal role in leading the Guest Services Team to provide exceptional service to mall tenants and guests, ensuring a positive and memorable experience. Reporting directly to the General Manager, the Supervisor oversees various key aspects of the job, including:
Leadership and Supervision
- Supervising and leading the guest services team through scheduling, training, and performance management.
- Ensuring friendly and professional service from all guest services representatives to mall visitors.
- Handling customer inquiries and complaints effectively, with escalation when needed.
- Managing the guest services center for cleanliness, stocking, and presentation.
- Developing and implementing guest services policies and procedures.
- Analyzing guest feedback and service performance to suggest improvements.
- Participating in hiring and onboarding new team members.
- Overseeing the 'Insiders Club' in collaboration with marketing and management.
- Acting as a bridge between mall management and guest services.
- Handling Gift Card and bank account reconciliations among other responsibilities.
- Managing lost and found procedures and assisting with special projects as needed.
Guest Relations and Support
- Greeting and assisting visitors enthusiastically to create a welcoming atmosphere.
- Maintaining a thorough knowledge of the mall's services, stores, merchandise, and events.
- Promoting sales for the Bower Place gift card program.
Tenant Support and Collaboration
- Developing strong relationships with mall tenants to address their needs promptly.
- Facilitating communication between tenants and mall management.
Service Excellence and Quality
- Exceeding customer expectations consistently to uphold a standard of service excellence.
- Proactively resolving issues to enhance the customer experience.
- Collaborating with relevant departments to improve service quality.
Event Support and Safety
- Assisting in planning and executing mall events to ensure a seamless experience.
- Coordinating with tenants for participation in promotional activities.
- Training guest services representatives in emergency response procedures.
- Participating in Emergency Response Training Drills and ensuring safety during evacuations.
- Maintaining vigilance for the safety and security of all mall occupants.
- Reporting any suspicious activities to appropriate authorities.
- Communicating emergency situations to tenants and management effectively.
Qualifications and Requirements
- Experience in team leadership is beneficial.
- Prior customer service experience.
- Strong communication, interpersonal, and problem-solving skills.
- Passion for service excellence and customer-focused approach.
- Ability to multitask in a fast-paced environment.
- Familiarity with mall layout, stores, and services.
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