Guest Services Supervisor

JLL supports the Whole You, personally and professionally.

WHAT YOU’LL BE DOING
Oversee and manage the entire customer experience
Own recruiting, objectives setting, training, coaching and performance management of guest services team
Responsible for scheduling of Guest Services staff; actively managing the guest services budget and providing input during budget preparation
Supervise, mentor, empower, and motivate the Guest Services team to achieve growth and hit sales targets. KPIs may include, overall sales, organic sales, and campaign sales objectives, average dollar per transaction, average unit per transaction
Monitor and analyze B2C and B2B organic and campaign sales, daily, weekly, monthly, and annually
Source new sales opportunities and develop B2B relationships by way of relationship building within the community, associations, and businesses; follow up on leads, and track progress towards meeting sales goals
Working closely with the Marketing Manager, understand and promote marketing programs and events
Daily reconciliation and inventory management
Stay informed about new products and competition status and identify market shifts

**Strategic Planning & Management**:
Responsible for the tracking, analyzing, and reporting of all customer service program and marketing results as related to Guest Services
Develop and maintain all Guest Services operating procedures and manuals
Awareness of the center’s Crisis Management Manual and maintain a clear understanding of Guest Services’ role and area of responsibility as outlined in the plan

**Marketing Events and Programs**:
Communicate necessary information and direction to security, maintenance staff, and/or Guest Services staff about event requirements and marketing correspondence
Collect/sort information for promotional tracking purposes as related to certain events/programs
Work closely with the Marketing Manager to maintain a comprehensive understanding of all promotional activity in the center for communication to all Guest Services staff
Update monthly statistics and tourism reports
Perform other duties as required/or requested

WHAT WE’RE LOOKING FOR
Post secondary education required along with three years of supervisory experience in a customer service or hospitality related industry
Previous experience in a sales role, consistently meeting or exceeding targets.
Excellent mentoring, coaching, and people management skills along with solid conflict management skills
Proven ability to drive sales through the execution of a campaign plan; ability to effectively motivate their team to meet sales targets
Strong business sense and industry expertise
Commitment to continuous learning; staying abreast of current sales techniques and trends
Experience working with the public with a track record of providing exceptional customer service
Demonstrated ability to communicate, present, and influence credibly and effectively to various audiences
Positive attitude and a demonstrated ability to be proactive, resourceful, approachable, adaptable, solution-focused, and professional at all times
Strong computer skills (MS Office)
Must be flexible and able to work weekends, nights and holidays as needed (note that the regular schedule for this position will involve one weekend day)

WHAT’S IN IT FOR YOU
Join an industry leader and shape the future of commercial real estate
Deep investment in cutting-edge technology to power your work
Comprehensive and competitive benefits plan
A supportive, caring and diverse work environment designed for your growth and well-being

Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health.

About JLL
- We’re JLL—a leading professional services and investment management firm specializing in real estate. We have operations in over 80 countries and a workforce of over 102,000 individuals around the world who help real estate owners, occupiers and investors achieve their business ambitions. As a global Fortune 500 company, we also have an inherent responsibility to drive sustainability and corporate social responsibility. That’s why we’re committed to our purpose to shape the future of real estate for a better world. We’re using the most advanced technology to create rewarding opportunities, amazing spaces and sustainable real estate solutions for our clients, our people, and our communities.

Our core values of teamwork, ethics and excellence are also fundamental to everything we do and we’re honored to be recognized with awards for our success by organizations both globally and locally.

Creating a diverse and inclusive culture where we all feel welcomed, valued and empowered to achieve our full potential is important to who we are today and where we’re headed in the future. And we know that unique backgrounds