Guest Services Supervisor

2 months ago

Red Deer, Alberta, Canada QuadReal Full time
About QuadReal Property Group

QuadReal Property Group is a global real estate investment, operating and development company headquartered in Vancouver, British Columbia. Its assets under management total $73.8 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities to invest in equity and debt in both the public and private markets.

QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.

Welcome to Bower Place – where shopping meets excitement in the heart of Red Deer, Alberta As a vibrant regional shopping mall, Bower Place boasts a bustling atmosphere with over 110 stores and services, offering a diverse retail experience for every visitor. At Bower Place, we pride ourselves on being a dynamic hub of activity, attracting shoppers seeking the latest trends, exclusive deals, and a unique blend of renowned brands.

Role Description

The primary responsibility of the Guest Services (Concierge) Supervisor is to provide leadership to the guest services team with a focus on providing exceptional service to both mall tenants and guests, ensuring a positive and memorable experience. The Guest Services Supervisor reports directly to the General Manager.

Key Responsibilities
  • Supervise and lead the guest services team, including scheduling, training, and performance management.
  • Ensure all guest services representatives provide friendly and professional service to all mall visitors.
  • Handle complex customer inquiries and complaints, escalating issues to management when necessary.
  • Monitor and manage the guest services centre, ensuring it is clean, well-stocked, and presentable always.
  • Assist in the development and implementation of guest services policies and procedures.
  • Generate and analyze reports on guest feedback and service performance, making recommendations for improvements.
  • Participate in hiring and onboarding new guest services team members.
  • Manage and oversee the 'Insiders Club' collaborating with marketing and management.
  • Act as a liaison between mall management and guest services.
  • Prepare daily and monthly Gift Card reconciliations.
  • Prepare daily bank account reconciliations and deposits.
  • Manage gift cards including inventory, reconciliation, pillow pack ordering.
  • Set up retailers POS systems to take Bower Place GC's.
  • Ensure all resource materials are up-to-date, including the tenant handbook, tenant contact lists, team contact lists, etc.
  • Manage lost and found and wheelchair sign-out procedures.
  • Assist with special projects as required.
Guest Relations
  • Greet and assist visitors with enthusiasm, creating a friendly and inviting atmosphere whether in person, via telephone, or email.
  • Maintain a thorough knowledge of the Centre's services, stores and locations, merchandise, and upcoming special events and promotional services.
  • Drive and promote sales for the Bower Place gift card program.
Tenant Support
  • Build strong relationships with mall tenants to understand their needs and address any concerns promptly.
  • Act as a liaison between tenants and mall management, ensuring effective communication.
Service Excellence
  • Uphold a standard of service excellence by consistently exceeding customer expectations.
  • Anticipate and proactively resolve issues to enhance the overall customer experience.
  • Collaborate with relevant departments to address issues and improve overall service quality.
Event Support
  • Assist in the planning and execution of mall events, ensuring a seamless and enjoyable experience for participants.
  • Coordinate with tenants for their involvement in promotional activities and events.
Safety and Security
  • Prepare and train the guest services representatives in emergency response procedures.
  • Participate in after hours Emergency Response Training Drills every quarter.
  • Play active role in communications, evacuations, and muster point check-ins during evacuation emergencies.
  • Stay vigilant to ensure the safety and security of all mall occupants.
  • Report any suspicious activities or incidents to the appropriate authorities.
  • Send our MIR3 notifications to communicate to tenants and management in emergency/alarm situations.
Qualifications
  • Experience leading a team is considered an asset.
  • Related customer service experience.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities.
  • Customer-focused with a passion for service excellence.
  • Ability to multitask in a fast-paced environment.
  • Knowledge of the mall layout, stores, and services.

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