Guest Experience Supervisor

2 months ago

Toronto, Canada Allied Properties REIT Full time
Allied is looking for a Guest Experience Supervisor to join our team at Please note that this is a 19-month contract position.At Allied, everything starts with purpose. In the role of Guest Experience Supervisor, you will execute digital-forward and onsite customer engagement that delivers an exceptional experience throughout the guest journey. This is a shared role that will be instrumental in the roll-out of key programs, entertaining events, tourism initiatives, immersive and interactive activations and more from a guest enjoyment prospective. As an essential member of The Well, the focus is to provide exceptional service through various touchpoints. This role will lead a team of Guest Experience Ambassadors who will strive to exceed customer expectations. What is The Well? The Well is a unique and innovative joint venture between Allied and Riocan. Located at Spadina and Front, The Well brings together three million square feet of retail, office, and residential space constructed over acres. Through this, The Well sets the stage for meaningful experiences that draw people from down the street and across the globe to eat, shop, work, live and play in Toronto. As this is a newly constructed property, we are building a team with the same level of excellence in mind. The team at The Well will be dynamic, nimble, and agile. It will be focused on new initiatives, innovation, efficiency, and continuous improvement. If this sounds like you, we welcome your application. Who are you? We are building upon our achievements at Allied, and the future is exciting. How can we be so sure? We have people like you: engaged professionals who consistently deliver their best. Throughout your professional career, you have stood out for your pursuit of excellence. You are self-motivated, take ownership, and lead by example. In doing so, you elevate your team and collaborate towards your collective goals.Above all, you are excited by Allied’s mission and the contribution we make to enhance urban environments.

What will you do?

Responsible for assisting in the execution of service programming that inspires, delights, and connects with guests throughout the user journey. Heavily focused on tourism programming. · Support the communication and education for our guests to easily access our range of services, amenities and programs which includes gift card kiosk sales, complimentary guest and doggy treats, retail and community information as well as promotion of property events, and activations. Maintain The Well retail onboarding process to successfully set up tenants to accept The Well Gift Card and to establish them on the Wirk’n recruiting platform. Supervise the front-line execution of experiences, events and activations and ensure guests are provided a high standard of customer service. Assist the Marketing Department with various collateral preparations designed to enhance the guest experience. Adhere to The Well Brand Guidelines and The Well DE&I Playbook & Toolkit to deliver positive and inclusive experiences. Assist in the collection of insights and data by regularly pulling reports from relevant digital platforms and systems in our toolkit. Implement procedures for incoming calls and inquiries, via telephone, email, Google Chat, FB & IG Messenger, and Web Chat by answering questions or connecting the user with the appropriate department. Ensure inquiries are answered promptly and a high level of customer service is maintained. Chat platforms to receive an initial response in 30 seconds or less. To enhance the safety for guests, ensure procedures are followed to dispatch Security and Operations personnel via a portable radio system when their support is required. Implement procedures and software to track online conversations and to engage in user generated content. Using The Well Social Media Playbook, assist in managing online conversations. Identify patterns and trends for The Well to address potential brand damaging occurrences. Leadership Responsibilities: Responsible for the hiring and training of a team of Guest Experience Ambassadors. Coach, develop, and mentor the team to achieve company expectations, including: Coach Guest Experience Ambassadors to effectively address community engagement needs on social media platforms. Assist in the scheduling of staff and timesheets for payroll administration. Assist in cultivating relationships with The Well retailers, office users, residence managers, local hotel concierge teams, tourism organizations and community organizations to be well-versed in localized activities, programs, and events. Lead and contribute to The Well overall tourism initiatives. Act as a liaison for The Well between tourism organizations, and partners Administration & Reporting: Supervise reporting procedures to manage status of programs. Assist in the management of the gift card sales program by implementing daily sales journal, reconciliation of daily sales reports and help manage inventory levels. Assist in the maintenance and implementation of a Guest Experience database of FAQ’s and scripts. Log and record up-to-date information regarding Special Events, Retail Pop-Ups, Brand Experiences, Community Pop-Ups and Retail Promos. Assist in the community engagement of reviews and comments on The Well’s Google Business Profile, TripAdvisor, Yelp and other user generated content platforms. Assist in tracking and reporting on the performance of programs to strive for successes and optimization. Adhere to The Well’s digital file management system and organization of the Guest Experience SharePoint drive for efficient retrieval of saved documents and references. Perform general administrative tasks as requested; Other duties as assigned.

What are we looking for?

Minimum of 3+ years of customer service, hospitality, tourism or related experience; Post-secondary education preferably in Tourism, Hospitality, Communications or relevant field; Ability to autonomously lead and coach a team; · Experience in scheduling ateam; Knowledge of Google Suite and streamlined social media platforms; Excellent verbal and written communication skills; Knowledge of WordPress CMS Tools, and online analytics; Must be organized, able to multi-task and follow strict deadlines; Able to adapt to changes in workflow and business priorities with ease; Natural relationship builder and team worker; Flexibility to work evenings and weekends as needed. Would be an asset: Understanding of social media platform best practices; Good knowledge of Canva; Experience with Google Analytics;

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