Guest Services Supervisor

QuadReal; Red Deer; On-site; CAD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Guest Services Supervisor to lead a dynamic team at a vibrant shopping mall. In this pivotal role, you will oversee the guest services team, ensuring that every visitor enjoys a friendly and memorable shopping experience. Your leadership will drive service excellence, as you manage inquiries, complaints, and special events while fostering strong relationships with tenants. If you thrive in a fast-paced environment and have a passion for customer service, this opportunity offers a chance to make a significant impact in the community and contribute to a positive shopping atmosphere.

Qualifications

• Experience in leading a team and related customer service experience.
• Excellent communication and interpersonal skills are essential.

Responsibilities

• Supervise guest services team, ensuring exceptional service to all visitors.
• Handle customer inquiries and complaints, escalating when necessary.
• Assist in planning and executing mall events for a seamless experience.

Skills

Team Leadership

Customer Service

Communication Skills

Problem-Solving

Multitasking

Education

High School Diploma

Bachelor's Degree (preferred)

Job description

QuadReal Property Group is a global real estate investment, operating and development company headquartered in Vancouver, British Columbia. Its assets under management total $73.8 billion. From its foundation in Canada as a full-service real estate operating company, QuadReal has expanded its capabilities to invest in equity and debt in both the public and private markets. QuadReal invests directly, via programmatic partnerships and through operating companies in which it holds an ownership interest.

QuadReal seeks to deliver strong investment returns while creating sustainable environments that bring value to the people and communities it serves. Now and for generations to come.

QuadReal: Excellence lives here.

Welcome to Bower Place – where shopping meets excitement in the heart of Red Deer, Alberta! As a vibrant regional shopping mall, Bower Place boasts a bustling atmosphere with over 110 stores and services, offering a diverse retail experience for every visitor. The Guest Services Supervisor is a pivotal role overseeing the Guest Services Team while enthusiastically promoting a seamless and extraordinary shopping experience.

Role Description

The primary responsibility of the Guest Services (Concierge) Supervisor is to provide leadership to the guest services team with a focus on providing exceptional service to both mall tenants and guests, ensuring a positive and memorable experience. The Guest Services Supervisor reports directly to the General Manager.

Key Responsibilities:

1. Supervisory:
   • Supervise and lead the guest services team, including scheduling, training, and performance management.
   • Ensure all guest services representatives provide friendly and professional service to all mall visitors.
   • Handle complex customer inquiries and complaints, escalating issues to management when necessary.
   • Monitor and manage the guest services centre, ensuring it is clean, well-stocked, and presentable.
   • Assist in the development and implementation of guest services policies and procedures.
   • Generate and analyze reports on guest feedback and service performance, making recommendations for improvements.
   • Participate in hiring and onboarding new guest services team members.
   • Manage and oversee the ‘Insiders Club’ collaborating with marketing and management.
   • Act as a liaison between mall management and guest services.
   • Prepare daily and monthly Gift Card reconciliations.
   • Prepare daily bank account reconciliations and deposits.
   • Manage gift cards including inventory, reconciliation, pillow pack ordering.
   • Set up retailers POS systems to take Bower Place GC’s.
   • Ensure all resource materials are up-to-date, including the tenant handbook, tenant contact lists, team contact lists, etc.
   • Manage lost and found and wheelchair sign-out procedures.
   • Assist with special projects as required.
2. Guest Relations:
   • Greet and assist visitors with enthusiasm, creating a friendly and inviting atmosphere whether in person, via telephone, or email.
   • Maintain a thorough knowledge of the Centre’s services, stores and locations, merchandise, and upcoming special events and promotional services.
   • Drive and promote sales for the Bower Place gift card program.
   • Build strong relationships with mall tenants to understand their needs and address any concerns promptly.
   • Act as a liaison between tenants and mall management, ensuring effective communication.
3. Service Excellence:
   • Uphold a standard of service excellence by consistently exceeding customer expectations.
   • Anticipate and proactively resolve issues to enhance the overall customer experience.
   • Collaborate with relevant departments to address issues and improve overall service quality.
4. Event Support:
   • Assist in the planning and execution of mall events, ensuring a seamless and enjoyable experience for participants.
   • Coordinate with tenants for their involvement in promotional activities and events.
5. Safety and Security:
   • Prepare and train the guest services representatives in emergency response procedures.
   • Participate in after hours Emergency Response Training Drills every quarter.
   • Play an active role in communications, evacuations, and muster point check-ins during evacuation emergencies.
   • Stay vigilant to ensure the safety and security of all mall occupants.
   • Report any suspicious activities or incidents to the appropriate authorities.
   • Send our MIR3 notifications to communicate to tenants and management in emergency/alarm situations.

Qualifications:

• Experience leading a team is considered an asset.
• Related customer service experience.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities.
• Customer-focused with a passion for service excellence.
• Ability to multitask in a fast-paced environment.
• Knowledge of the mall layout, stores, and services.

QuadReal Property Group will provide reasonable accommodation at any time throughout the hiring process for applicants with disabilities or for those needing job postings in an alternate format. If you require accommodation, please advise the Talent Acquisition team member you are working with and include the following: Job posting #, your name and your preferred method of contact.