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Supervisor, Guest Experience – Square One

2 months ago

Mississauga, Ontario, Canada OMERS Full time

About the Role

We are seeking a highly skilled Guest Experience Supervisor to join our team at Square One Shopping Centre. As a key member of our Guest Experience department, you will be responsible for providing exceptional guest experiences and ensuring every guest interaction is carried out in a professional, courteous, and efficient manner.

Key Responsibilities

  • 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.
  • 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.

Requirements

  • 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, evenings, weekends, and holidays.