Guest Services Supervisor

JLL supports the Whole You, personally and professionally. WHAT YOU’LL BE DOING **Strategic Planning & Management**: Develop strategic plans and tactics for improving customer service offerings for shoppers, retailers, employees, and contractors; Manage the Guest Services budget and provide input during budget preparations (both operations and marketing); Provide rationale for allotted Guest Services staff hours; Be responsible for the tracking, analyzing, and reporting of all customer service program and marketing results as related to Guest Services; Oversee and manage the entire customer experience; Develop and maintain all Guest Services operating procedures and manuals; Provide insight into customer needs, methods for differentiating Outlet Collection at Niagara from the competition, and tactics for "surprising and delighting" the customer; Actively promote and champion Outlet Collection at Niagara’s customer service culture in relation to Outlet Collection at Niagara’s brand; Complete event analysis/reports for major programs and events as requested in coordination with the Marketing Department; Be aware of the centre's Crisis Management Manual and maintain a clear understanding of Guest Services’ role and area of responsibility as outlined in the plan. **Hiring, Training & Supervising Staff**: Hire, train, and schedule Guest Services staff; Ensure Guest Services staff is trained to be an effective representative of Outlet Collection at Niagara’s brand; Develop schedules and prepare time sheets; Supervise, mentor, empower, and motivate the Guest Services team; Meet team members regularly to provide feedback on performance and manage performance issues; Maintain bi-weekly meetings with the Marketing Manager and General Manager on staffing and performance issues; In consultation with the Marketing Manager, establish staff appearance guidelines, including the ordering of uniforms for new and current staff and ensure guidelines are met; Implement non-monetary recognition for Guest Services staff; Ensure budget of staffing hours is maintained. **Marketing Events and Programs**: Communicate necessary information and direction to security, maintenance staff, and/or Guest Services staff regarding event requirements and marketing correspondence; Collect/sort information for promotional tracking purposes as related to certain events and programs; Work closely with the Marketing Manager to maintain a comprehensive understanding of all promotional activity in the centre for communication to all Guest Services staff; Assist the Marketing Manager with promotional events in the areas of ballot distribution/collection/sorting, GWPs, special event ticket sales, etc.; Assist Marketing Manager with special projects and initiatives; Actively contribute to the development and execution of marketing activities with a strong emphasis on special event execution and planning; Assist Marketing Manager with coordination and set up of all events / programs and signage programs; Organize group tour incentives and facilitate tour group meet and greets. Train Guest Service Representatives on facilitating a meet and greet; Coordinate tour groups including communicate with group leader and schedule Guest Service Representatives to facilitate meet and greet; Update monthly statistics and tourism reports. **Community Relations**: Coordinate community events as requested by the Marketing Manager; Attend community events as requested by the Marketing Manager; Provide input into the development of the community relations/giving plan; Maintain community bulletin board postings. **Retailer Communications**: Establish and maintain a strong rapport with retailers; Correspond with retailers on regular basis (face to face as much as possible) in coordination with the General Manager; Offer "on call" service to retailers with gift card issues; Participate in monthly Retailer Advisory meetings, take notes, and distribute agendas, etc.; Coordinate retailer Treat Day when required; Answer, redirect and/or follow-up on inquiries related to marketing, operations, security, or Guest Services; Oversee the proofing and posting of jobs as requested Annually coordinate the updates for Outlet Collection at Niagara’s retailer handbook, including print and distribution; Coordinate new programs as requested by the Marketing & Tourism Manager. **Gift Cards**: Oversee the maintenance of gift card inventory, coordination of orders, and monthly inventory requests from Store Financial; Drive gift card sales. Understand sales performance/key trends and communicate pertinent information to management and Guest Services staff; Submit monthly Gift Card sales reports to Administrators, Marketing Manager and General Manager; Distribute materials to retailers as necessary; Train and set up new retailers and resolve any gift card inquiries/issues; Maintain corporate contact list and send thank you cards for purchases over $500; Coordinate corporate bonus gift card program