Supervisor, Guest Services II

2 weeks ago

Ottawa, Ontario, Canada Cadillac Fairview Full time

Role Overview:

The Guest Services Supervisor is responsible for maintaining 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.

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 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.
  • Measure 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.
  • Foster strong relationships with our retail partners and gain their feedback when creating an annual plan for the property team to engage them.
  • Support the property's growth strategy by supporting the GM & Leasing function in showcasing the property and coordinating leasing and activations.
  • Participate in property and Wellness committees.

Requirements:

  • Excellent communicator, both written and verbal.
  • Customer service focused and able to respond to 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 demeanor.
  • Works well with people at all levels of an organization.
  • Excellent time management, attention to detail, and organizational skills.

What We Offer:

At Cadillac Fairview, we have been transforming communities for over 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.

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.

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

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