Guest Services Supervisor

**Department**: Woodgrove Shopping Centre - Guest Services

**Position type**:Permanent Full-time, with a 6-month probation period.

The primary function of this position is to build and maintain an efficient, cost-effective, and high-performance Guest Services team that delivers industry leading customer service while achieving the objectives of corporate management.

**Company Standards**:

- As a Supervisor at the company, always conduct oneself in a polite and respectful manner to external contacts.
- Always dress appropriately and presentably.
- Adhere to company structure flow as designated by senior management.
- Diligently report to, support, and work with senior management to produce the best possible results.
- Help maintain a healthy and productive workplace environment by self-modeling diligent and respectful behavior.

**Responsibilities include but are not restricted to**:

- Central Walk’s Customer Service Standards: to unwaveringly deliver industry-leading customer service based on kindness, empathy, and experience.
- Always maintain a high level of understanding of Woodgrove Centre offered services, existing tenants, and marketing campaigns.
- Report to and work closely with the Office Manager and Operations Manager to achieve departmental and senior management goals.
- Build and maintain relationships with the Guest Services team, with specific emphasis on collective and company-wide respect and cooperation.
- Build and maintain relationships with the community, tenants, and customers.
- Lead by example as supervisor to set the tone for Central Walk’s Customer Services standards.
- Educate and train Guest Services Representatives to reach company standards.
- Raise the profile of company and shopping centre through alertness and correspondences to relevant community or industry events.
- Actively support and work with all Woodgrove employees to produce best possible results.
- Carefully and considerately handle customer complaints from initial response until resolution with courtesy of company Customer Service Standards.
- Daily: monitor and record all offered services which includes Gift Card sales, scooter service, gift wrapping, complimentary wheelchairs, etc.
- Track and monitor Gift Card sales which include supervising the maintenance or reconciliations of related files such as the daily sales report and inventory list; the goal is to both increase revenue and to ensure that records are accurate for accounting and forecasting purposes.
- Assist the Marketing Department with the execution of marketing programs as required.
- Responsible for creating and maintaining staff schedules to ensure adequate coverage at all times. Monitor daily staffing levels and adjusts schedules proactively to meet operational needs.
- Act as the first point of contact for team members regarding shift changes, call-ins, or coverage needs. Coordinate with team members to fill open shifts promptly and minimize service disruptions.
- Maintain up-to-date records of staff availability, time off requests, and scheduling preferences.
- Accurately provide updated bi-weekly schedule submissions for payroll per the payroll calendar requirements.

**Knowledge and preferred skills**:

- A Bachelor’s degree in business administration, hospitality, tourism or related field.
- Related experience in a position requiring exceptional customer service skills.
- Experience leading a team is considered an asset.
- Strong organizational, planning and time management skills.
- Excellent oral and written communication skills.
- Strong attention to detail and problem-solving skills.
- Ability to prioritize workload and handle competing priorities and deadlines.
- Advanced skills in Microsoft Office (Excel and Word).
- Experience in Gift Card management.

Flexible and able to work shopping centre hours which include weekends, nights, and holidays.

Pay: $48,000.00-$52,000.00 per year

Additional pay:

- Bonus pay

**Benefits**:

- Dental care
- Extended health care
- RRSP match
- Vision care

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Nanaimo, BC: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer Service Management: 1 year (required)
- retail or hospitality: 1 year (preferred)

Work Location: In person