Guest Services Supervisor

13 hours ago

Victoria, British Columbia, Canada JLL Full time

What this job involves:
The Bay Centre is seeking a dynamic individual for the role of Guest Services Supervisor. The Supervisor oversees the Guest Services desk and leads our mission of "continually striving to surprise and engage the consumer and retailer by consistently delivering a superior customer experience." As an integral part of the Property Management team, the Supervisor will work closely with Marketing to bring the Bay Centre's brand to life for shoppers, service providers, and the community both inside the shopping centre, and at the remote kiosk located on Government Street. You'll be responsible to train the Guest Services team, manage gift card programs and retailer relationships as well as analyzing service metrics and developing operating procedures.

This is a fixed term position until January 2027 and work hours are Tuesday-Saturday from 9:30am-6:15pm ( as well as flexibility to work for special events, other weekend hours, evenings, as needed, etc)

What your day-to-day will look like:

  • Develop customer service strategies and oversee the entire guest experience
  • Train and mentor Guest Services staff
  • Execute marketing promotions and maintain tracking systems
  • Build strong retailer relationships and coordinate communications
  • Manage gift card operations and drive sales performance
  • Complete monthly reporting and administrative duties
  • Ensure crisis management preparedness and brand consistency

Required Qualifications:

  • 3+ years customer service or hospitality experience
  • Strong leadership and conflict resolution skills
  • Exceptional communication and organizational abilities
  • Proficiency in MS Office suite and social media platforms
  • Flexibility for weekends, evenings, and holidays
  • A positive, proactive, and solution-focused approach

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