Supervisor, Guest Services II

3 days ago

Ottawa, Ontario, Canada Cadillac Fairview Full time
Role Summary

As a Guest Services Supervisor at Cadillac Fairview, you will play a key role in maintaining a positive and professional image of the Centre by supervising the activities of the Guest Services team. Your primary responsibility will be to provide exceptional customer service to retail clients and customers, while inspiring staff to do the same and enabling ongoing professional development.

Key Responsibilities
  • 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 motivating staff to deliver the same level of service.
  • Recruit, supervise, and train Guest Services Representatives, ensuring they are informed of all relevant policies and procedures.
  • Measure individual and team performance through regular reviews and feedback.
  • Effectively schedule staff hours to provide optimum service levels and hold regular staff meetings to ensure they have current information to execute their duties effectively.
  • Manage and support CF Service, Brand, and Community program initiatives from implementation to launch, ensuring all are on strategy.
  • Provide input in the annual budget process for the department and ensure adherence to the prescribed budget.
  • Manage Gift Card program sales at Guest Services and develop a Corporate Client growth strategy to meet annual sales targets.
  • Forge strong relationships with retail partners and gain their feedback to create an annual plan for the property team.
  • Support the property's growth strategy by collaborating with the GM & Leasing function to showcase the property and coordinate leasing and activations.
  • Participate in property and Wellness committees.
Requirements
  • Excellent communication skills, both written and verbal.
  • Customer service focused, with the ability to respond to customer needs with diplomacy and tact.
  • Able to adapt to change and multitask.
  • A great teammate with strong interpersonal skills.
  • Strong problem-solving skills.
  • Positive, hardworking, with a professional appearance and demeanor.
  • Excellent time management, attention to detail, and organizational skills.
  • Hospitality and Hotel Management University Degree/College Diploma or equivalent work experience.
  • Minimum years in the 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.
About Us

Cadillac Fairview is a leader in transforming communities for over years. We are more than just our properties; we are building leaders at all levels. We offer challenging work, a great organizational culture, opportunities to collaborate with the best in the business, and support for growth and development. We reward values-based behavior and superior results with a competitive rewards package that includes best-in-class benefits and pension.

We are guided by our CF Values: Achieving results through behaviours that are consistent with our values. Our values are Aim Higher, Own Your Expertise, Collaborate Effectively, Engage with Empathy, and Embrace Change.

Cadillac Fairview is an equal opportunity employer and is committed to creating a diverse and inclusive environment.

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