Guest Services Supervisor

Halifax Shopping Centre; Halifax; On-site; CAD 40,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Supervisor of Guest Services, where your role will be pivotal in delivering exceptional customer experiences. This multifaceted position involves leading a team, managing customer interactions, and overseeing various property programs. If you thrive in a fast-paced environment and possess strong interpersonal skills, this is the perfect opportunity for you to make a significant impact. Your efforts will contribute to creating a welcoming shopping atmosphere that values customer satisfaction and teamwork. Embark on a rewarding career where your positive attitude and commitment to excellence will shine.

Qualifications

• 3-5 years experience in customer service, with 1 year in a supervisory role.
• Strong interpersonal skills and a positive, professional demeanor.

Responsibilities

• Coordinate outstanding customer service to patrons and tenants.
• Hire, train, and supervise Guest Services Representatives.

Skills

Customer Service

Interpersonal Skills

Team Leadership

Conflict Resolution

Attention to Detail

Education

College Diploma

Tools

MS Office Suite

Social Media Platforms

Job description

Primaris REIT is currently hiring a dedicated and enthusiastic Supervisor Guest Services to join our team at our Halifax Shopping Centre in Halifax, Nova Scotia. If you have a friendly, customer focused attitude and thrive in a dynamic, fast-paced environment, this exciting opportunity is perfect for you!

As the Supervisor, Guest Services you will coordinate the delivery of outstanding customer service to all patrons and tenants of the property. This position is a multifaceted role which requires interaction with customers and tenants, coaching and supervising staff and managing specific property programs such as social media, gift cards, community clubs, contests, etc.

• Demonstrate exceptional customer service to all patrons and tenants
• Hire, orient and train all new Guest Services Representatives
• Conduct annual performance reviews and coach direct reports • Prepare shift schedules which provide optimum levels of service
• Order and maintain Guest Services Uniforms
• Set-up new tenants on Centre’s Gift Card Program
• Prepare reports and balance Gift Card reconciliations regularly, in order to evaluate sales trends and prepare action plans where necessary
• Oversee corporate gift card program and outreach to existing and potential corporate clients to increase gift card sales goals for site
• Maintain a centralized database to log feedback from customers, retailers and staff. Respond to customer feedback and concerns via email and phone with guidance from Marketing Manager
• Mediate and liaise between the customers and tenants when conflict arises
• Assist marketing team with management and creation of content of Social Media platforms (if applicable)
• Manage Community and Non-Profit Bookings, ensuring all contracts and insurance requirements are submitted and accurate
• Manage and oversee stocking and accuracy of all mall related information throughout the property including maps and directories
• Answer incoming calls on both the internal and external telephone lines
• Oversee the “lost and found”, maintenance of the “Parenting Room” and the rental and maintenance program of strollers, wheelchairs, etc.
• Authorize refunds for property vending machines upon request
• Hold regular staff meetings and provide support to other departments as requested
• Other duties as assigned

Requirements

To excel in this role, we are looking for candidates who have a positive and professional demeanor, with strong interpersonal skills and are customer focused. If this opportunity sounds interesting to you, you likely have the following attributes:

• College diploma or equivalent
• 3-5 years experience in related field, 1 year in a supervisory capacity
• Basic PC skills including MS Office Suite
• Social Media knowledge an asset
• First Aid, CPR and AED Certifications an asset
• Ability to motivate, delegate and empower your team

Join us and play a vital role in providing outstanding experiences to our valued customers and tenants. We are seeking individuals with a positive attitude, excellent communication skills, and a strong commitment to ensuring customer satisfaction.

• Communicate clearly, concisely, professionally and convey active listening and openness
• Build positive relationships and demonstrate commitment, effort and a "take charge" attitude
• Produce accurate work with attention to detail and consistently meet deadlines
• Take ownership for actions, accept constructive criticism and make the necessary changes to behavior
• Overcome obstacles to get the job done, identify problems and recommend solutions
• Actively support training & development opportunities for employees as well as provide regular and meaningful feedback while delegating responsibility and being comfortable working through others
• See change positively and adapt quickly to change in work requirements
• Knowledge of Health and Safety processes

Values

Respect: Value diverse perspectives, experiences and talents; treat others the way you would want to be treated

Empowerment: Use the means provided to carry out responsibilities to the best of your ability and to implement creative ideas Integrity: Do the right thing, deliver on commitments and admit mistakes

Teamwork: Work together as one team toward common goals

Accountability: Hold yourself and others accountable for decisions and results

If you are ready to embark on a rewarding career in the exciting world of real estate, we would love to hear from you! To apply for the position of Supervisor, Guest Services, please email your resume to [e-mail]. We appreciate all applications and will only contact those selected for an interview.

Join our team as a Supervisor, Guest Services and contribute to creating a positive and welcoming shopping experience. Primaris is committed to accessibility for persons with disabilities in the course of employment, including in recruitment and hiring. If, as a result of a disability, you require accommodation in order to apply for this role and/or participate in the recruitment process, please contact [e-mail].